Does AI recommend your MSP?

The way that prospects are searching for a new MSP is changing. AI is now playing a key role in the research phase, and I’ve got three things you can do today to keep up. Also this week, discover the one action that KILLS sales for MSPs, and the mistakes you’re likely to make hiring your first sales person. Welcome to Episode 317 of the MSP Marketing Podcast with me, Paul Green, powered by the MSP Marketing Edge. Does AI recommend your MSP?

The way that prospects are searching for a new MSP is changing dramatically. The old way where people just went onto Google and did their own research is increasingly being replaced by the new way, where someone gets AI to do the research phase for them and then just validates the suggestions made. That means you need to understand what the AI insisted buying journey is and make sure your MSP has all the correct marketing resources in place. You know how for years we’ve all been obsessed with SEO, search engine optimisation. Getting your keywords right, building back links, and just ranking higher on Google. That’s been the game for years.

The game’s changing again, and if you’re not watching what’s happening with AI discovery, you could slowly find your MSP disappearing from view.

Let me explain. So I was recently reading a pretty cool newsletter and it was about a company called, I think it’s pronounced “Docebo”. They’re not in our world, they sell something called a learning management system, goodness knows what that is. But they’ve been quietly killing it frankly, in a new world of what’s got many different names but seems to be being called “answer engine optimisation” or AEO. You may have heard me refer to it before in videos or on the podcast as GEO, but let’s call it AEO, answer engine optimisation, from here on forward. In simple terms, this is all about being discovered inside AI tools like ChatGPT, Copilot, Gemini, or Perplexity. That’s where many people now are now going to do their research. So instead of just going onto Google and typing What’s the best MSP for me or IT support near me, they’re asking ChatGPT, What’s the best IT support for a 20 person business that’s a legal practice or something like that. To use the example I was reading in the newsletter, they’re going on to ChatGPT and saying, What’s the best LMS, learning management system, for a 500 person company with a remote workforce? And if you’re not one of the companies that the AI mentions, then you don’t even get a chance. So that company I was telling you about, Docebo, they noticed this some time ago and they decided to go all in on giving AI the resources it needs to make sure they come up in that AI research. And now nearly 13% of their high intent leads, that’s a bit of a marketing term for people who actually go on to book demos, so for you a high intent lead will be someone who books a 15 minute call into your calendar. For that company, 13% of their high intent leads are now coming from AI discovery that’s gone up 400% in a year. And they’re doing this, because they’re a big business, but it’s all being powered by one person in their marketing team using the right strategy and a bit of clever AI automation. And here’s what I really found fascinating from reading this newsletter. They realise that the real battle here is no longer about generic keywords or anything like that… it’s actually about brand. So when people are using AI tools, they’ll get a recommendation and then they’ll take the brand and they’ll go onto Google and search for the brand name directly. So this company Docebo, they shifted their focus from trying to rank on Google for best LMS, which is their keyword, to making sure that more people actually knew their name, Docebo, which is a big mindset shift in your marketing. And i...