11 Tips for Managing a Remote Customer Service Team

This, in turn, can lead to increased customer loyalty, higher retention rates, and a positive company reputation. One of the most critical factors in determining the accuracy of remote guidance is its availability. The availability of on-demand remote support means that users can get help whenever needed, whether in the middle of the night or on vacation. By providing 24/7 backup, you can ensure that users receive quick and practical assistance, regardless of location or time zone.

Remote work has been found to boost productivity, as reported by Forbes and Harvard Business Review. While occasional interruptions like package deliveries or background noise may occur, the overall work environment at home tends to have fewer distractions compared to a bustling office. In fact, a Harvard Business Review study revealed that remote employees can be so productive that they effectively gain an extra workday what is remote customer service every week. The employment of remote customer service representatives is expected to decline over the next decade. Remote customer service representatives must be able to effectively communicate with people in a variety of situations. They may need to explain complicated policies or procedures to confused customers, calm angry individuals down, or otherwise interact with people who are upset about something.

What Are the Roles of Support Personnel?

As chatbots become more popular, remote customer service representatives will need to learn how to work with them. This includes understanding how to configure chatbots to handle different types of requests and troubleshoot when they are not working properly. Remote support software allows technicians to view, control and run diagnostics on a remote device without asking the user to do anything. They can transfer files, configure settings, troubleshoot issues, and resolve problems on their own.

It’s easy to miss lunch or not leave your desk and end up sitting there all day, so encourage folks to get fresh air or go for a walk. More importantly, the gains we’ve seen in our productivity since implementing support automation have translated directly into cost savings for the business. If your team isn’t used to working in different locations, here are three tips that have been indispensable to our team operations. They’re not unique to remote work but they are especially useful for distributed teams.

Monitor Support Progress in Real Time

We’re a tight-knit group of about 30 employees and right before COVID-19 happened, we had a big barbeque party planned. It was going to be a whole week of fun and learning but we had to cancel it last minute because of the pandemic situation! And if the team is spread across different time zones, these discussions become more time-consuming and ultimately, impact the quality of support you provide. When support reps don’t have the answers they’re looking for, they’re likely to loop in other team members and have more internal discussions. But, what does it take to be an efficient team when everyone is located remotely?