10 Essential FAQ to Add to Your MSP/IT Services Website


Managed services and IT are areas where people often have a lot of questions. If you are one of these companies, you will need to make sure that you provide your audience with plenty of education and insight when you create your website and other online resources. It’s about more than branding—you need to make sure that people trust you and feel that you’re a reputable source for what they need. 

You also want to provide people with answers to common questions so that you can free up your own time to focus on other things. If you notice that a lot of people are asking you the same question(s), take notes and add them to your FAQ page so that you can provide them with answers in a single place. 

Today, the FAQ page is one of the most-used self-service resources out there. If you create a solid page for your MSP or IT services company, you’ll be able to meet people’s demands preemptively by answering their most pressing questions in a way that is easy to find and doesn’t take a lot of work on their part. 

89% of people expect businesses to offer a self-service portal that they can use to get answers. This should include an FAQ page, among other things, and it should be well designed and structured for your audience’s ease of use. Take the time to think about how you present the questions as much as which questions you ask in the first place. Strategy matters a lot more than you think. 

Of course, we’ll cover more about how to create an effective page in the next section. First, let’s talk a little more about self-service and the resources that people demand today. After all, the Internet has created a space where people can get instant answers on their time, and even right in the palm of their hands, thanks to smartphones. They literally carry the world in their pocket. If you want to get their attention, you have to keep up with trends. 

Right now, the biggest trend is toward AI, technology, and self-service, which includes a well-crafted FAQ page. Read on to learn exactly how to do that. 

Tips for creating a successful MSP or IT FAQ page

There is no single way to build your FAQ resource. However, you do need to take the time to strategize what would work best. Some businesses, for example, have so much information to cover that they create separate pages for different topics or categories. Others keep it simple and have a single page with a limited number of questions. 

Still more people choose to use hyperlinks and dropdowns to offer organization on a single page. There’s a lot that you can do in terms of structure and setup here, so don’t limit yourself. Focus on organization and keeping things simple so that people don’t get frustrated trying to find answers. 

When creating your FAQs, remember to phrase them as your clients would. That’s going to boost your SEO rankings, but also help people find the questions and answers that they seek. It also removes the “jargon” from the conversation, which makes things much easier for your audience. People want simple, straightforward answers. Give them that, and the rest will come. 

You will want to consider all the topics and areas to cover on your page, including:

  • About your firm
  • What services you offer
  • Rates and fees
  • Technical FAQ
  • Privacy and security

These are just a few ideas to get you started. Feel free to create whichever categories or topics make the most sense to your MSP or IT firm. Another thing that you can do is to check out other companies and see what their FAQ pages look like. A simple Internet search will point you toward the best FAQ pages, as well as other MSP and IT providers that have their own FAQ pages to peruse. 

Remember when you’re doing this to take notes on the good and the bad so that you can set up your page effectively, no matter where you get your inspiration from. 

Top 10 FAQs every MSP or IT firm needs

1. What kind of services do you provide?

This is a common question because people need to know that you’ll offer the solutions that they need. Make sure that you answer this question completely but concisely and use links to your advantage. Explain briefly all that you can do and then link to your service pages and other areas of your website for those who want more information. It’s a great way to keep things simple on your FAQ page and still give people the answers they deserve. Plus, it builds marketing and SEO when you can link back and forth on your own website. 

2. What are your background and experience?

People will want to know that your MSP or IT firm is properly experienced and trained in the field of managed services. Use this space to explain your background and any training or education that you have, and then you can segue into the next question. Be sure to provide past examples of work or testimonials to accentuate your expertise here when you can. 

If you have a specific type of expertise or work in a niche market, make sure that you highlight that here. And keep in mind that it’s as much about answering the question as it is about providing transparent information. 

3. Are you certified or licensed in any way?

Along with education, people will want to see what kind of professional training and certification your team has. List all this here and explain whether you belong to any professional associations or industry groups that could boost your credibility. Essentially, you’re giving people peace of mind that when they choose to work with you, they’ll be working with the best team for the job. This question may not be relevant to all areas of IT and managed services, but the more training, certification, and expertise you can offer, the better. 

4. Is your company insured against data theft, loss, and other risks?

You’re managing data and services for clients of all kinds and it’s your responsibility to keep that data safe. Unfortunately, accidents happen, and hackers are getting smarter by the day. Therefore, you can’t guarantee that nothing will go wrong. However, you can insure your business against potential losses or theft, and then give people peace of mind by letting them know that you are protected. It builds your reputation and reassures your audience that you’re the best choice for the job. 

Companies that aren’t insured will have a hard time keeping their clients confident and keeping their own business afloat because if things go wrong, it will all fall on them. 

5. How much do managed services cost?

Almost every business hates answering this question. And yet, almost every consumer loves to ask it. Thus, you’re left to do your best to provide a straightforward answer that includes actual pricing and explains the process (if necessary). Make sure that you tell people how you charge for services, what your rates are like, and how they can work with you to figure out a plan that fits within the business budget. Remind people that this is an investment and that it’s a lot more affordable than they might think, too. 

6. Why do I need professional IT services?

We love this question because it does a couple of things: it helps you sell your services, and it gives you the chance to explain the benefits of IT services to your audience so that they’re more inclined to use them. They’ll also be better educated going into the process, which can be a perk for everyone involved. Companies have a lot on their plate these days. They can always benefit from MSPs and IT services that focus on the technology while they focus on their business. 

7. What types of plans do you have available?

You should use this opportunity to list the plans or service packages that you offer for your audience, as well as to link to your pricing pages or any pages that you have about the services that you provide. Be direct and make sure that you offer customized solutions when they are available so that people feel like they’re truly getting the best MSP or IT firm for their needs. You don’t have to have the cheapest plans or even offer that many different options, so long as you are clear about what you do offer and focus on helping people get what they need. 

8. What is outside of your scope?

This gives you the chance to show off your expertise in multiple ways. Not only are you able to tell your audience exactly what you do and don’t do, but you’re showing them that you want to help them get the best solutions. They might not even think to ask this question on their own. When you provide it with a concise, but accurate and informative answer, you will give them the chance to find themselves a better MSP or IT firm, and it will usually end up being yours. 

While it’s important to discuss what you can do, it’s also essential that you make it clear what your IT firm or MSP does not do so that people aren’t misled or confused. 

9. What are managed IT services?

Some people are familiar with managed IT services and MSPs. Others have heard of them, but don’t know much. Still more are brand new to the concept and have little information on what to expect or how things work. This is your chance to educate them all. Find a concise way to explain what managed services are and how they can benefit companies that may be otherwise occupied and not have time to handle the IT stuff on their own. It’s also a great way to ensure that companies get the best IT services and solutions even when they don’t hire people to handle them in-house. 

Managed IT services take the stress away for SMBs and companies that just don’t have time to manage one more thing, so make sure that you sell the convenience and hands-off perks of MSPs here, too. 

10. What’s the difference between outsourcing and managed services?

This question is very common among businesses that are less familiar with IT managed services. It’s a great way to educate people and promote how your services are better than outsourcing, too. Outsourcing is more about hiring someone else to do the work and them letting you know how it goes. They offer advice and insight and may even handle the action of changing your business as they help you along the way. Managed services, on the other hand, work with your company to create a plan for effective IT utilization and then implement the necessary tools and methods required to provide certain services or run specific applications. 

Speaking of outsourcing, put yours to good use when you partner with Smith.ai 

We’re not against outsourcing certain things—after all, that’s our bread and butter. However, we know the importance of outsourcing the right things. In the business of managed services and IT, it might be better to hire an MSP, but when it comes to your communications, what’s best for you? 

If you partner with the virtual receptionists at Smith.ai, you’ll get a full team of agents that are available 24 hours a day, seven days a week to field calls, live chats,and so much more. We can even handle scheduling, lead intake, and other solutions to create a comprehensive strategy for all the administrative and communication details. Plus, we’ll help you decide what you need and integrate it with your software to keep you in the loop along the way, too. 

To learn more, schedule a consultation with the virtual receptionists at Smith.ai and find out how we can free up your time with call answering, live chat agents, and so much more. You’ll also find us at hello@smith.ai or (650) 727-6484.

Business Education
IT and Managed Services
Marketing Advice
Written by Sean Lund-Brown

Sean Lund-Brown is a current Marketing Assistant for Smith.ai. A graduate from Metropolitan State University of Denver, Sean graduated with a BA in Music and an individualized degree in Teaching Vocal Pedagogy.

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