Remote Customer Service: Easy Steps To Win Customers

Nowadays, remote working is a common business practice, especially for customer service. Businesses should profit from the advantages of remote customer service.

A two-year study by Stanford University showed that working from home significantly increased productivity and employee loyalty.

• 97.6% of remote workers would like to stay that way.
• 72% of companies are planning to permanently allow some form of remote work.

Let’s look at some remote customer service examples, benefits, and best practices to help your business.

The Benefits of Remote Customer Service

Let’s consider some of the advantages of remote customer service.

1. Increased accessibility

With the internet and cloud-based software, it is now easier than ever before to be in touch with remote employees. You can choose the right means of communication depending on the type of message. Communication can be via voice, text, notification, or video, and at any time during working hours.

2. Cost-effectiveness

Companies can easily rationalize and minimize budgets with remote working. First of all, there will be a reduction in the costs of physical office space. Then, there are savings on related costs such as office supplies, furniture, and utilities. Employees, too, can save on costs related to commuting and work-related activities.

3. Improved productivity

We have already mentioned the Stanford study related to how remote working boosts productivity. Another report in the Harvard Business Review confirms the same results. As remote working practices continue, better equipment and time management will lead to even better outcomes. There will be fewer distractions and less stress.

4. Better work-life balance

With remote working comes flexible hours, the ability to work from anywhere, and, in some cases, the power to set one’s own schedule. All this means a healthier work-life balance. This leads to a happier workforce, fewer sick days, and less absenteeism. For organizations, it adds up to a loyal and motivated staff.

Challenges and Solutions in Remote Customer Service

Naturally, remote customer support also comes with a set of challenges.

Communication barriers

One advantage of being physically present in the office is that communication is simplified. The employees can be spoken to at any time during working hours through face-to-face interactions or group meetings. There is little delay and less chance of being misunderstood. With remote working, this is not the case.

Lack of supervision

As with communication, supervision may also be easier when employees are in the office. Depending on the nature of the task, the managers can choose to supervise every detail or oversee more generally. With remote working, tasks, and priorities are assigned, and supervision needs to be done from a distance.

Technical issues

Remote working is facilitated by technology and devices. These can create their own set of issues. For example, there could be device obsoleteness, which means the quality of service is affected. The speed and robustness of internet connectivity are other factors. Network security concerns, too, need to be kept in mind.

Solutions to overcome challenges

Fortunately, all of the above issues can be easily tackled. With the right software and a daily schedule, communication can be simplified. Supervision can be carried out through tracking mechanisms as well as regular performance reviews. A unified software and devices policy can ensure that remote workers are empowered to be at their best at all times.

Best Practices for Remote Customer Service

Companies can benefit from remote working when they embrace best practices. Let’s explore some customer service tips for employees working remotely.

1. Recruitment and training of remote agents

Companies should seek feedback from agents about their expectations and needs from remote work. Online tools can create a robust hiring process with an emphasis on self-motivation and communication skills. Training can then involve a combination of self-paced videos and instructor-led training.

2. Setting clear expectations and goals

At all times, remote workers should be clear about what is expected of them. Performance metrics should be in place from the start. These parameters can apply to both individuals and customer-facing teams.

Targets should be clarified and periodically discussed. Feedback on employee goals should be encouraged, and any confusion should be clarified immediately.

3. Building a strong company culture

A strong team spirit goes a long way in increasing motivation. A company’s values should be reflected in managerial attitudes and ways of working. If possible, offline meetups can be organized to spread the same. Online break-the-ice sessions, informal discussions, and group activities should be planned.

4. Proper use of technology

As we have pointed out, remote working is dependent on the right technology. Productivity apps and performance software should be in place both for training as well as actual work. Care should be taken to ensure that employee devices are functioning well. Regular updates and software reviews should be carried out.

5. Empathy and patience

The qualities of empathy and patience matter in the real world, and perhaps more so when it comes to remote working. Managers should not set unrealistic expectations, especially. if there is a recent shift to remote working. The effort should be to understand employee concerns and the best ways to address them.

6. Personalization of customer interactions

Marketing managers and growth leads are well aware of the power of personalization. It can lead to greater conversions and loyalty. Remote workers should be trained in how to personalize each customer interaction.

For example, in remote phone support, the software can display information related to past customer behavior on the remote worker’s screen.

7. Prioritize communication with customers

Effective communication is at the heart of remote call service. Remote workers should be trained on the best methods of communication in various scenarios. For example, they should be aware of the best ways to defuse anger, resolve issues, and heighten loyalty towards the brand.

8. Communication within teams

Communication within teams is important, too. Managers should not look at it as a top-down process. Employees can be encouraged to share tips, concerns, and even case studies. They could be asked to get together in online groups at the end of each working day, or there could be guided discussions on relevant topics.

9. Monitor quality with KPIs

Remote working can be measured for performance through KPIs that monitor quality. These should be linked to a pre-defined objective or goal.

For example, the KPIs can include Customer Satisfaction Scores, Average Handle Time, and Number of Resolved Tickets. Periodic KPI reviews and analysis of results are also important elements of remote customer service tips and tricks.

Final Observations

Remote customer service teams can have a significant impact on your business. They should be clear about what is expected of them, and managers should also incorporate their feedback.

A great place to start is with the right tools to facilitate proper communication. When workflows are simplified, and performance analyzed for insights, businesses can go from strength to strength.