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Online or phone support what is better?

Online support on the net which could be interactive takes a fraction of the cost of phone support. It is also much faster provided the server is not down.

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Question added by Subhranshu Ganguly , Quality Analyst. , WIPRO
Date Posted: 2014/08/28
VENKITARAMAN KRISHNA MOORTHY VRINDAVAN
by VENKITARAMAN KRISHNA MOORTHY VRINDAVAN , Project Execution Manager & Accounts Manager , ALI INTERNATIONAL TRADING EST.

Online Support--Phone support often seems to be formal and  not too effective/ constructive in many cases.

Gaurav Khanna
by Gaurav Khanna , General Manager - Product , FCM travel solutions

Both have their own pro's & con's...Understandably if I am on the go and want immediate solution for my problem I will prefer to go for phone support & in case I am ready to spare some time and have patience in me can go for online support.

 

In my experience phone support although turns out to be more expensive than online support but the personal touch that goes along with it + ability to rectify / cross question any additional doubts that pop in while getting answers is something I will always prefer over online support...Unless the service is absolutely amazing like that of Amazon maybe...

Dolly Abyad
by Dolly Abyad , HR Officer & Accountant , Microbits

Phone support is more effective even if it was a formal way, as when the customer hears your voice, if you are really a good customer service and you have a good way of dealing with any kind of customer, then the problem will be solved, also the follow up is very important.

 

Mohammad Nadeem Asif
by Mohammad Nadeem Asif , Office Manager , Al Noori Equipment and Machinery L.L.C. Dubai

Both are better, as customers wants the solution. If solution provided within TAT than service provider build a good relation with their customers. However phone support is much better as voice has some values.

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