Despite all the benefits of working remotely, there are some challenges too. It can be especially difficult when you’re starting a remote customer support team for the first time. You will likely be given a quota of calls to take per hour or per shift. Your performance will be measured by the number of calls you take and any feedback that customers may leave about their satisfaction. Note that remote support software providers use different pricing models. Some charge a flat fee per user or device, while others charge a monthly or annual subscription fee based on the number of users or devices.

The engineers might be speaking one language, while the customer success team speaks another. They’re both working well in their own languages, but remote customer service meaning as a company, success lies in the cohesiveness of all these parts. If you run a small business, ask your employees what cadence works for them.

Is remote customer support the new normal?

Off-site techs must have excellent verbal and written communication abilities to effectively engage with users and convey complex technical concepts clearly and concisely. This type of support is commonly used in the IT industry, where specialists provide technical backups to computer users worldwide. It’s also used in other sectors, such as customer service, where representatives can help customers solve issues with products or services without being physically present. Remote customer support is not limited to simply answer phone calls all day.

Also, having access to a multi-monitor display can greatly enhance distant assistance by allowing techs to view and troubleshoot multiple systems simultaneously. According to a survey of more than 2,000 members of the TrustRadius community, more than 50% of companies expect to increase spending on remote desktop software. The number of corporate buyers evaluating remote desktop products increased by 110% from February to March. Finally, support techs should be familiar with industry-standard security and data protection best practice standards and compliance regulations related to privacy and data handling.

Security you can trust

Unlike with unattended access, there is not prior setup necessary for attended access. Because an end-user is present, they are able to help the technician establish a remote connection to their device. There has also been a steady rise in companies that employ remote customer service teams around the world. We’ve enjoyed all the benefits of remote customer support here at Groove. We’re more proactive and productive than at previous jobs working in an office.

• All this is to gain access and control over a particular device or system and communicate effectively with the end user to understand the challenge and deliver clear and concise instructions.
• As you’ll see, each tip relies on an online tool that allows us to work asynchronously and collaborate without being in the same place.
• Well, on day one, that will be essential reading for all new team members.
• It’s also used in other sectors, such as customer service, where representatives can help customers solve issues with products or services without being physically present.
• Instead, it involves typing a message and waiting for a response.

If you’re a new user or you’ve updated the app, you’ll be presented with a two-factor authentication process to verify your identity. You can also enable or disable biometrics for future access. “What most people don’t realize is, as a chat agent, you can take one to six chats at a time,” Burke-Irmiter said, while a CSR can only take one call at a time. This allows team members to help more clients and do so faster. Adobe Animal Hospitals started using Otto, formerly TeleVet, in 2019 for video visits. Both Adobe clinics allow these remote staff members to be patched into more than a dozen monitors around the hospital, from the front desk to the examination room and in the back office.

Tools

There’s a lot said and written about the importance of employee appreciation. A Canadian study found that when employees were asked what their managers could do to improve engagement, 58% said ‘giving recognition’. One often overlooked challenge with remote work is the hiring of new team members.