Like many managed service providers, you may have realized that the number of incoming support desk tickets is too high for your current team to manage. Although hiring more people is one option, empowering users with a client education kit may be as effective. That is especially likely if your research indicates that your users could solve a high percentage of the issues themselves with the right information. What should you focus on when taking this cybersecurity education approach?
Provide clear explanations of common threats
Most cybersecurity experts are familiar with smishing attacks, zero-day exploits and multifactor authentication methods. However, those examples alone illustrate the jargon-heavy vocabulary these professionals use. Replicating it across cybersecurity education resources for your clients would likely make many stop reading because they believe the content is too advanced for them to understand. One of the main reasons people complete and submit help desk tickets is to achieve quick resolutions with minimal friction.
Using straightforward language can empower users and help them realize that the most efficient solution may be to solve the problem themselves, or at least attempt to do so. While creating the content, imagine doing it for someone who only recognizes the industry’s terminology in passing. Look for opportunities to remove high-brow language in favor of simpler alternatives.
When explaining how common threats manifest and what to do after suspected attacks, remember that readers are likely under additional stress. Using language that informs them without alarmist phrasing usually gets the best results.
Clarity also comes from focusing on action-oriented steps. You can also connect these to real-life developments. For example, a 2026 report revealed a 389 percent increase in ransomware attacks year-over-year.
That is an unsettling finding for almost anyone who reads it, but encouraging clients to maintain updated backups can protect them from the worst ramifications of these incidents. The ideal approach is to go beyond informing your clients of the problems and recommend what they can do to remain proactive.
Prioritize accessibility in cybersecurity education
An effective client education kit convinces users they can do more on their own than they initially thought. This conclusion reduces the number of support tickets your team needs to resolve and encourages people to troubleshoot on their own rather than immediately requesting help.
However, you will get the most impactful results by considering the average cybersecurity education level of the target audience. Then, those who read the content will feel it is written for them and may be more open to taking it seriously. Start by remembering that many of the best practices that have become second nature to cybersecurity professionals are still frustrating for everyday users.
Password management is one example, as one study of adults in the United States found 69 percent felt overwhelmed by having to keep track of the number of passwords they use. Consider maximizing content relevance by reviewing the help desk tickets your company has received over the past several months. Study the issue type and language used in each request and match it when producing materials to educate clients.
Another option is to have someone without a cybersecurity background read the material and give feedback. That method gives you perspectives similar to those who will likely interact with your content.
Offer authenticity indicators
When workers attend cybersecurity awareness training, they assess a provider’s trustworthiness by listening to details about their credentials or background. However, it is not as easy when reviewing online content, especially since some criminals have capitalized on people’s desperation to earn their trust.
It is a frequent tactic in tech support scams, in which bad actors pose as technicians who warn that they have found problems on victims’ computers. They typically offer to “fix” those issues for a fee after getting remote access to the affected machines.
Consider using visual indicators that people can and should trust the material in your client education kit. Features such as branding can help, and it is even better if users access the content through secure portals.
Remember, though, that gating the material that way could introduce problems if people forget their login details. Sending single-use sign-on codes to their emails reduces potential friction while maintaining security.
Create quick-reference guides
The more efficiently your users can start troubleshooting issues themselves, the less likely they are to need to submit security tickets. When developing content, focus on creating quick reference guides tailored to the most frequent scenarios.
Remember that many people start assuming the most frightening yet unlikely situations as they work through the issues. Perhaps a client notices something strange with a Google Docs account. It is possible that the application got hacked, as has happened before, but it is much more likely that the issue is something less severe and easier to solve.
Your quick-reference guide can include steps you prefer that clients take before submitting security tickets. That way, your technicians will have a clearer understanding of the actions taken that did not resolve the issue, allowing them to save time once clients have escalated the matter.
Facilitate proactiveness with your client education kit
A thoughtfully compiled client education kit can supplement cybersecurity awareness training by providing relevant resources that help people solve problems independently rather than immediately opening security tickets. Besides alleviating the technical support workload, this approach can strengthen your relationships with clients and improve their overall cybersecurity posture.
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This post originally appeared on Smarter MSP.