In-person technical support is a type of customer service where a trained representative from your company meets with the person who requested help in person. The necessary repairs are carried out with physical tools and are usually more complex.
It comprises two areas:
Hardware: refers to all the physical parts of the devices used in information processing, such as printers, monitors and speakers, for example.
Software : refers to the entire great britain email address logical part of the operating system, including the set of instructions and data processed by the electronic circuits of the hardware.
In an analogy with humans, hardware represents the parts that make up the human body: organs, tissues, and bones. Software , on the other hand, represents the commands issued by the brain to make the body function properly and perform all the desired activities.
Read on to discover the goals of in-person support and how technology can help you improve customer service .
What are the objectives of on-site technical support?
There are two objectives of on-site technical support : prevention and correction. These are security and maintenance measures, which can increase the longevity of systems.
In preventive support , the expert analyzes devices and equipment for possible errors. His mission is to identify and correct them before they cause major technical problems.
Corrective assistance , on the other hand, aims to repair damaged equipment. Upon detecting a technical problem, the expert suggests the best approach to fix it.
Both types of on-site technical support tend to be more expensive , as they take longer to complete and depend on the travel of an expert agent.
You may be interested in reading: Technical support and maintenance: their differences and the functions of each area in a company .
Remote technical support: advantages of adopting it in your company
Customer expectations have never been higher. According to Zendesk’s Multichannel Customer Service Report , 61% of respondents said they had less patience with customer service than they did five years ago.
To provide more efficiency and convenience, remote technical support can be the solution. Check out the advantages of using it!
According to Zendesk Benchmark , companies that adopt an integrated omnichannel solution outperform those that stick with a limited number of channels or those that operate with siloed channels. This is because:
A Harvard Business Review study found that acquiring a new customer can cost up to 25 times more than keeping an existing customer. One possible customer retention strategy is to keep customers happy with excellent service.
This includes an informed and integrated team that delivers accurate information efficiently and conveniently – characteristics that both types of in-person technical support struggle to meet. The solution is to opt for remote customer service software .
How to change technical support in person?
If you want to expand your support capabilities and help customers when they need it most, no matter where they are, it may be time to rethink the types of in-person support you provide.
According to Statista , 61% of American consumers prefer to use the phone to resolve a problem. Additionally, online chat (15%), email (12%) and other digital channels (12%) were also mentioned as channels used to seek help.
What do they all have in common? They provide remote technical support . Convenience combined with the possibility of getting quick answers at any time is what motivates more than 50% of people surveyed to use those channels.
To help you get started on making changes, we've singled out three trends that can improve the quality of your customer service. They bring more efficiency to internal processes and greater customer satisfaction, allowing your team to fully dedicate themselves to work without stress.
According to Gartner , 5 out of 10 companies have limited knowledge of AI strategies and markets. However, this technology is increasingly present in our lives and can help us simplify various types of tasks — for example, customer service.
