Why MSPs Need Client Portals: Enhancing Customer Experience (CX) and Efficiency

As an MSP, providing a seamless and unified experience for your clients is no longer just an added benefit — it's a necessity. Managed Service Providers (MSPs) play a crucial role in helping businesses manage their IT infrastructure, yet many struggle with keeping client engagement high.

According to recent research, 62% of businesses cite poor service visibility as a reason for dissatisfaction with their MSP, while 75% of customers prefer self-service options over traditional support channels. This highlights the growing demand for efficient self-service client portals that improve visibility and enhance customer satisfaction.

Companies focusing on CX increase their revenue by 80%. (Zippia)

Demand for Self-Service

Research shows that 88% of customers globally prefer businesses that offer a self-service portal (Tidio), highlighting the growing demand self-service. This aligns with the fact that 81% of customers prefer solving issues on their own before reaching out to support teams (Knowmax)​.

According to Microsoft, 90% of consumers expect businesses to offer online self-service support​ (Knowmax). This demonstrates the growing preference for self-service options, which offer clients the ability to resolve issues faster, contributing to overall improved customer satisfaction.

Roughly 60% of service business leaders have reported an increase in total inquiries —and they all expect continued growth. (McKinsey & Company)

Reduced Support Costs

Offering a self-service option through a unified client portal can significantly reduce strain on live support teams and improve customer satisfaction. This results in reduction of operational costs.

Studies indicate that self-service solutions can cut support costs by up to 75% (Tidio), especially by reducing the number of routine inquiries that typically flood support teams. This not only saves time but also allows MSPs to focus on complex, higher-value tasks for clients.

6 in 10 customer service agents say a lack of consumer data often causes negative experiences. (Zendesk)

Improved Transparency and Visibility

Research shows that 60% of customers expect more transparency from their service providers. This means real-time data and insights into the services they’re paying for. A client portal allows clients to track service status, see ticket histories, and access detailed reports, fostering trust and improving transparency. By providing clients with an easy-to-use portal, MSPs can reduce support inquiries by up to 30%.

Nearly 90% of customers would switch to a different company if it could provide a better customer experience. (Hyken)

Unified CX

Managed Service Providers (MSPs) often pass down a fragmented user experience by relying on multiple vendor portals. This creates frustration for customers, who often find it easier to call support rather than navigating through bookmarks, logging into several portals, and searching different systems for information.

Even with exceptional service, this disjointed experience can be overwhelming for non-tech-savvy end users, leading to dissatisfaction and complaints to upper management —ultimately diminishing the perceived value of your services.

3 in 4 consumers will spend more with businesses that provide a good CX. (Zendesk)

Conclusion to Enhanced Customer Experience

These statistics underscore the importance of offering a robust client portal for MSPs to enhance customer experience. By integrating a unified self-service portal like Admix Portal, MSPs can enhance customer satisfaction, reduce support costs, and meet the increasing demand for transparency and 24/7 accessibility. For MSPs, improving the customer experience is paramount—minimizing the burden on support teams, preventing end-user complaints, and fostering healthier, long-term customer relationships.