Enhancing Customers experience using On-Site & off-Site Support

by Dvcomm India Online Shopping Website

When you have issues with your frameworks or system, your IT administrations supplier can offer nearby or off-site technical support. What is the distinction between these two kinds of help?

Off-Site Support/ On location Support

Most overseen IT administrations suppliers offer off-site support. This sort of help offers accommodation for both the client and specialist co-op and is additionally alluded to as remote or online help. It, for the most part, incorporates video, live talks, email or phone support.

With off-site support, the merchant may remotely interface with a PC or system to help with issues. Remote association programming, for example, Go to Assist, Log Me In, VNC, or Team Viewer is required and should be introduced locally.

Advantages of off-site support include

I) Instant help

You can get support from your supplier regardless of where you are far and wide. Most suppliers offer live talk and email support for nothing. For phone support, you may need to move up to a superior bundle for the organization to call you. You are anyway allowed to call the organization on the off chance that you wish.

ii) Privacy

Off-site support is increasingly private since no expert will go to your premises.

iii) Timely help

IT services providers usually have dozens of support team members. This ensures that your problem will be solved in a timely manner. If one member cannot solve your problem, the issue will be passed to another qualified member or department.

iv) Convenience

Off-site support is faster as technicians do not need to travel to your premises. They can simply offer guidance or connect to your computer or network remotely to fix your problems.

Drawbacks of Off-site support

The significant drawback of off-site support is equipment disappointment. In contrast to programming issues, equipment issues can't be fixed remotely. The support team will try everything possible to get your hardware working. However, if devices have to be removed and replaced, you will have to do it yourself.

On-Site Support / On location Support

On-site support refers to technical assistance that is offered at your premises. This support is usually needed when off-site support cannot be given, or the user is a complete novice. Compared to off-site support, on-site support takes longer and is usually more expensive. On the other hand, technicians traveling to your site can do hardware repair or replacement.

Advantages of On-site support

i) Not all problems can be fixed remotely: When there is a problem with your system, you need someone physically there to fix it. On-Site support can also lead to a more accurate diagnosis.

ii) Visual Progress can be seen: Having On-site support means you can supervise progress being made and get live updates, rather than waiting on the other end of a telephone.

iii) Easier to Communicate: Having Someone physically present makes it easier to communicate the problem or, show them in person what the problem is.

Drawbacks of On-site Support

On-Site support is quite expensive as compare to off-site support. It is time-consuming also. Sometimes when you are eagerly waiting for the support but the technician is stuck in the traffic. It delays the efficiency of the product.
On-site and Off-Site Support in India

In India companies like Dvcomm.in provides 24/7 tech support. It also provides remote and off-site support for all products. They have a live chat support system. Every time a customer visits dvcomm.in this chat-box pops up for their help. It provides pre-sale support and post-purchase assistantship.

This way companies today opt for either on-site or off-site support or both to enhance the customer's experience.