Remote customer support and how it benefits companies and customers

Working remotely enables employees to travel and take vacations without taking time off work, so your company gets more bang for your buck. But in truth, there are many benefits to having a remote customer service strategy, and most employers find that things run just as smoothly as the traditional office setting. If a remote team member is getting support information wrong, it could take a while for their manager to realize this and set them back on track. To avoid wasted time and energy, managers should take an Agile approach to remote work. This requires breaking up tasks into small sections, as well as regular check-ins on progress. Task management tools are also useful for providing oversight.

Because we’re not only a remote team, but a distributed team, we rely on these apps to keep us in communication regardless of timezone or location. Our Head of Support remote customer service meaning & Success starts each day with a similar routine. Getting a little more granular, what’s the difference between attended remote access and unattended remote access?

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Technicians should be able to quickly connect to a remote computer or device and easily access the functions needed to diagnose and troubleshoot problems. Also, the software shouldn’t require advanced technical knowledge or operating skills from the end user. With so many available options, choosing the right remote assistance solution that meets your business requirements can be demanding.

And in a remote customer service team, employee appreciation and recognition are a lot more important. When employees have to deal with higher stress and increased periods of isolation, it helps them stay motivated and most importantly, feel good about themselves. However, if managed correctly, a remote customer service team can end up being more productive than an in-office team — and happier, too. Remote customer service is not just a growing trend in the workplace today — like many jobs, these roles are becoming permanent. More companies are allowing employees to work from home or hiring workers from all around the world to work on the same digital team. Aside from being technology proficient, a remote customer service agent may be required to have very specific technology, depending on the employer’s needs.

Allow your team to connect with customers

Well, as much as 27% of brands have not updated their knowledge base for a long time, according to TSIA and Coveo’s State of Knowledge Management Report. But, according to Esteban Kolsky’s research along with [24]7, 28% of an average agent’s time is spent searching for the right answer, and the right answer can only be found 20% of the time. While on the topic of saving time and improving efficiency, the faster you find answers to your customers’ problems, the more happy your customers are. They help you save time and most importantly, bring structure to how your team works. You don’t want team members spending too much time on manual tasks – such as figuring out who needs to work on what query, which team should take care of a particular escalation, and so on.

Operational costs are controlled when your core support team can help customers worldwide with a robust remote support software. Without it, your team will be standing on shaky ground constantly trying to catch up. Proactivity heightens customer experience—it also enhances employee experience. Get ahead of remote customer support problems with the right tool for the job.