Why Your MSP's Support Team isn't the Issue

‍Having IT issues can be just as frustrating as dealing with a post-Covid call center for customer service with long hold times and often little resolution. Calling an unresponsive MSP for support is about as useless as the broken computer or systems you’re calling about to fix in the first place. Every minute you or one of your team members spend trying to get support or playing phone tag is another minute lost of productivity.

Your mediocre support experience is just the tip of the iceberg regarding the concerns you should have about your current MSP.

Think of an MSP as an iceberg. There are many different elements above and below the surface of an iceberg, as there are many elements that make up a successful MSP, including ones that go unseen, hiding below the surface. IT support is near the top of the iceberg, and one of the most visible elements of your MSP experience. There are many other elements besides support that are required to provide a great customer experience. But when those supporting elements are not working well together, the top of the iceberg crumbles, leaving you to deal with a second-rate support experience.

Below the water line, there are many elements that often go unseen, these are the real heroes of a great customer experience. Some of these elements are IT security training for your employees, advanced security detection and response technologies, and resources dedicated to evaluating and advising on IT standards and best practices. If your MSP does not proactively provide these services to reduce IT issues, their support team can become overwhelmed with reactive work, leaving much to be desired.

When your MSP is properly organized and prioritizes proactive IT management, its support team hums with efficiency. It may not be a bad support team but a flawed business model that isn’t setting the support team, or your business, up for success.