Top customer service standards to expect from your MSP

Top customer service standards to expect from your MSP

When choosing a managed IT services provider (MSP), business leaders tend to focus on qualifications such as industry knowledge and experience, as well as awards and certifications. While these are inarguably important, there are other key criteria for evaluating an MSP — and one of these is customer service.

The quality of customer service has an impact on overall customer experience and satisfaction, and should therefore not be overlooked. If you’re looking for an MSP to partner with, find one that demonstrates the following customer service standards:

Effective communication

A good MSP values clear and effective communication with their clients. They call or set regular in-person meetings to keep customers in the loop and update them on the status of their projects. Face-to-face meetings, whether in person or virtual, are especially important when dealing with a new customer or when planning for or implementing a major project. Monthly or quarterly strategy discussions also help clients when it comes to making critical business decisions.

At the same time, customers should be able to reach the MSP through different communication channels, including ticket portal, phone, and email. This ensures that clients get the IT support they need right when they need it.

In-depth knowledge of products and services

There’s absolutely no excuse for an MSP to not be well-versed in the products and services they offer. If they’re unable to answer questions about their offerings, they can’t expect to gain their customers’ trust and confidence.

Partner with an MSP whose client-facing teams display a deep and thorough understanding of their products, services, and processes. They must be able to answer your questions and provide the best solutions for your particular needs. What’s more, they must be able to explain not only the benefits but also the shortcomings of their offerings, even if this means losing your business. These prove the MSP’s competence as well as their honesty and trustworthiness.

Proactive problem solving

For any small- to medium-sized business (SMB), unplanned downtime is a major challenge. According to the Ponemon Institute, a single minute of downtime sets companies back an average of CAD11,990 (USD9,000). This is why it’s important to partner with an MSP that can proactively solve IT issues before they escalate and cause productivity-draining downtime.

A proactive MSP uses various remote monitoring and management (RMM) tools and other solutions to keep your systems at peak performance at all times. With RMM, in particular, your MSP can remotely monitor and assess the health of your systems 24/7/365, as well as fix issues without disrupting your company’s workflows.

Moreover, your MSP should be continuously on the lookout for ways to improve and optimize your IT infrastructure. This entails performing regular assessments to identify your systems’ strengths and weaknesses, as well as helping you come up with a strategy to boost their viability, security, and efficiency. All this gives your company an edge over your competitors and supports your long-term growth.


An MSP that delivers consistent customer service is one you can trust and rely on. They take care to provide you with the same — if not better — level and quality of service during each of your interactions. They never over-promise nor under-deliver, and they go above and beyond to make sure your expectations are met.

When vetting an MSP, ask if they have written procedures and strategies for service delivery. These serve as a guide for maintaining an excellent standard of service and, in turn, ensure that the MSP will deliver a consistent, positive experience every time.

Personalized service

A top-notch MSP can deliver personalized service in a variety of ways. It may be something as simple as addressing you and your staff members by name in emails, phone calls, and meetings. They take the time to get to know your people and your business so they can provide you with tailor-fit solutions. They keep you involved and engaged, and ask for your feedback so they can continuously improve their service.

If you’re looking for a managed IT services provider that brings both first-rate tech solutions and unparalleled customer service, turn to Quicktech. Our friendly and knowledgeable staff can and will help your Vancouver-area business through every step of its journey to success. Call us at 604-709-8324.