6 Surprising Advantages of On-site Customer Support


If you have customers, you will want to support them as you best you can before, during and after a purchase. Having customer support on-site can be beneficial in a variety of ways that you may not have considered before. Let’s take a look at some of the benefits of such an arrangement for your patrons.

1) Customers React Better to People Than Machines

No matter how much technology changes our lives, people want to interact with humans who understand how to use a product or get the most out of a service. While machines may offer convenience and speed, a person is more approachable and helpful from a technical perspective. This could help win new business or keep old customers coming back for more.

2) You Can Offer More Timely Service

When a person is on-site and ready to help a customer right away, that person gets faster and better service. Instead of wasting time waiting for an answer that may or may not be correct, a service rep and the customer can work through a problem and get it right the first time.

3) You Control How Service is Rendered

When you are the one offering the support, you control the process of rendering that support. Instead of relying on a third-party that may or may not share your customer culture and level of quality, you can make sure that your customers get the help that they need and expect from your people.

4) On-Site Support Can Be Cheaper

In some cases, you may be able to cross-train a few of your own employees to create a support team. This allows you to control how much you are paying for support services while ensuring that you have the right people to do the job.

5) Have Access to all Relevant Documents in One Place

If you need to access customer records or keep a log of previous conversations, you can do that and store all of the information in one place. In the event that a problem comes up again or takes multiple conversations to rectify, you don’t need to start over from the beginning even if a customer doesn’t talk to the same person each time.

6) You’re Giving the Customer What He or She Wants

The customer should always get what he or she wants in exchange for the money that he or she provides your business. By providing on-site support, you are providing convenience and a great customer experience at all points of the sales process. For those who may be budget conscious, they will pay more for a good or service if they get good service in return.

You always want to make sure that the needs of your customers are met at all times. By offering on-site support, you can control the service process, who provides service and control costs for your business. That allows both sides to get what they need without paying too much for it.