5. Constant And Personalized Support

As highlighted by the JDL report, support is extremely important to customers. Forty-six percent of CIO and IT management respondents said the availability of 24/7 support is the single most important factor when choosing an MSP.

Solution providers agree, and stress that personalization also plays a critical role in customer satisfaction.

“We work to make sure all our company phones have a live person answer 8 a.m. to 5 p.m.,” said Meek. “Our VoIP system sends daily call summaries, including call numbers, abandonment rates, outbound calls and so forth.”