It's only prudent for small-business owners like you to put a lot of emphasis on finding a managed IT services provider (MSP) that will deliver quality service at a fair price. However, it's equally important to consider the quality of the customer service that your MSP will provide. After all, you'll be working with this company on a regular basis, so you'll want to make sure that they're able to meet your needs in a prompt and professional manner.
Here are five customer service standards that you should expect from your MSP.
Clear and concise communication is vital for any business relationship, and your MSP should be no different. When you have a question or concern, they should be able to address it swiftly and effectively. You should also be able to get in touch with them via multiple channels, like phone, email, and live chat, so you can always get the help you need.
At the same time, your MSP should call or set regular check-ins with you to ensure that everything is running smoothly on your end. For instance, if there's a new software update that could potentially affect your business, your MSP should reach out to you proactively to discuss the implications and help you make a decision about whether or not to install it.
In-depth knowledge of products and services
An MSP should have a thorough understanding of the products and services they offer. That way, they can provide you with accurate and up-to-date information about how each solution can benefit your business. They should also be able to answer any questions you have about the features and functionality of their solutions.
But not only should they be knowledgeable about their own offerings, they should also have a good understanding of the competition. This will allow them to provide you with an objective assessment of the different options available to you and help you make the best decision.
Prompt and consistent support
The level and quality of customer service you receive should be consistent, no matter what time of day or night you need assistance. Whether you are having trouble with your website or just need to ask a quick question, your MSP should be available to help. And once they start working on a problem, they should see it through to completion until you're satisfied with the results.
Take note, however, that a reliable MSP never overpromises and underdelivers, so if they can't fix an issue right away, they should be upfront about it and provide you with a realistic timeline for a resolution.
A reliable MSP never over-promises and under-delivers. If they can't fix an issue right away, they should be upfront about it and provide you with a realistic timeline for a resolution.
Proactive problem solving
A great MSP will always be on the lookout for ways to improve your IT infrastructure and prevent issues from arising in the first place. For instance, they might conduct regular audits of your system to identify potential weak spots and recommend solutions to address them. They might also monitor your network for unusual activity and investigate any suspicious behavior to prevent malware or other threats from infiltrating your system.
All of these proactive measures can save you a lot of time, money, and headaches in the long run, so be sure to ask your MSP about their approach to preventive maintenance.
No two businesses are alike, so your MSP should take the time to get to know your company and understand your specific needs. They should also be flexible in their approach and willing to tailor their products and services to fit your business. After all, you want an MSP that's invested in your success, not one that just sees you as another account.
A good MSP will keep you involved and engaged as they work to deliver the best possible IT solution for your business. So, if you're not receiving the level of customer service you expect from your MSP, don't be afraid to speak up and let them know what they could be doing better. Being open to feedback is one of the key traits of a successful MSP.
If you're looking for an MSP that offers exceptional IT solutions and customer service, contact outsourceIT today. Our friendly and knowledgeable team would be happy to show you what we can do for your business.