Best Practices for Customer Support while Remote (2022)

Working remotely brings with it a lot of benefits for businesses. You’ll save money on office space and your employees will be more productive. Many of your existing processes though, may need to be modified to adapt to the new way of business.

One key area for any business is customer support. Or as we call it at AchieveIt, customer success.

Managing remote customer support can seem difficult. With the right tools and processes in place, it can be a breeze. In this post, we’ll identify some steps you should take to ensure stellar customer support in a remote work environment.

Increase the Usage of Video

In most in-office environments, video conferencing is used sparingly. For some reason, many companies opt for audio calls, chat, and screen shares as primary methods of communication with customers.

As AchieveIt has increased remote work, our team has embraced the use of video. And we aren’t just using it internally. As many customers are now forced to work remotely, we’ve increased video conferencing with customers.

(Video) The 21 Rules for Managing Remote Teams

While some may be reluctant to share their camera, many are happy to share. And that immediate face-to-face interaction has helped build stronger relationships. Even in cases where the client chooses to keep their camera off, sharing your camera can help boost customer/vendor relationships.

Although video conferencing isn’t generally needed for customer support, find ways to use it more. An easy way to begin is to replace the in-person interactions with video and grow from there.

Be Human

While it may sound strange, being human is critically important in supporting customers. Especially amidst a global pandemic, being human and relatable can help build trust and relationships.

Many people have been there before. They’ve had the dogs barking at the garbage truck, the kids crying from the next room over, and the WiFi connection issues. Don’t stress if these situations happen to you, and sympathize with customers when it happens to them.

When you are connecting with customers, leverage the positive and uncomfortable situations to become relatable. Being relatable can help break down the wall of “customer” vs “vendor” to two humans discussing key business outcomes. This will lead to a more open relationship, enabling you to learn more about your customers and assist them better in the future.

Track Customer Success KPIs

As you make the transition to remote work, measure how well your team is adapting to the change. Using analytics tools to track key metrics will help you make those judgments. Here are a few metrics to help track the effectiveness of your customer team.

  • Response time — In a remote work environment, observing phone calls and response time is more difficult. Response time is always an important metric to track, but for remote work, it provides insight into how employees are adapting to change.
  • Resolution time — Nobody likes waiting on answers to questions, particularly ones that prevent customers from achieving their goals. Track the time it takes from a customer’s initial request to the final communication that resolves the issue for them. While this metric is always important, an increase in time while remote may identify areas of improvement with communication and problem-solving.
  • Net promoter score — Your net promoter score is similar to your customer satisfaction score. It’s a number that is derived from customer feedback. It helps measure how likely it is for your customer base to recommend your product or service.

Monitor for any changes in these KPIs while remote, and implement changes as needed. based on customer type.

Use Customer Support Software

If you aren’t using purpose-built customer support software yet, now may be the time to switch. While many software solutions ease remote work, ones specific to customer success can make collaboration and support easier.

In addition to a CRM, consider what other tools your team can leverage. Leverage platforms like Zendesk to track and manage customer support tickets and bugs. For more proactive management, leverage tools like Gainsight or Akita to manage customer health and engagement. If you work in SaaS, leverage tools like Pendo and FullStory to guide customers through the platform and collect feedback on areas they may be struggling with.

Identify any other tools that companies in your industry leverage for customer support. Having the right customer support tech stack will promote strong support and guidance.

(Video) How to remotely support customers | Freshdesk Adapt Series

Create a Knowledge Base for Customers and Staff

If you don’t already have one in place, switching to remote work is a perfect reason to set up a knowledge base for your customers. Knowledge bases are repositories of tutorials, tips and tricks, training videos, onboarding information, FAQs, and other material that can help customers self-serve any questions. A strong knowledge base will reduce their dependency on support staff, decreasing workload.

It is also helpful to create an internal knowledge base for staff members to use. Within the office, it is easy to turn to the person next to you and ask for help. Working remotely, your staff may be more hesitant asking questions. A good knowledge base will allow them to get the information they need to assist customers with less reliance on their coworkers.

If you already have one or both, consider what improvements to make to your existing material.

Focus on Strategy

With everyone working remotely, strong leadership can be difficult. And without an eye on the overall strategy, motivation, and purpose can wane. Don’t forget to emphasize your organizational strategy, and the team’s purpose in executing. Find ways to easily collect updates and report on company progress.

Software like AchieveIt will allow you to keep your entire customer support team in the loop, engaged, and aware of every step that needs to be taken.

Maintain a Strong Company Culture

Even though they are now far apart, your staff must still function together as a team if you are to maintain your same standard of service. There are many adjustments you can make to keep a strong company culture while remote. Besides company-wide initiatives, ensure team-specific bonding occurs to keep the team motivated and happy. Many customer interactions are a direct reflection of an employee’s engagement and strong company culture can go a long way.

Getting Started

Making the move to remote work will always take some adjustment, but with proper planning, good tools, and the right attitude, the adjustment period can be much easier. Keep a close eye on your customer support KPIs during the transition and act quickly when anything moves in the wrong direction. Quick adjustments will help solve problems before bad habits take over.

There’s no reason that customer engagement should dip in a remote work environment. Following these tips and increasing focus on customer support while remote can help boost customer engagement and satisfaction.

About AchieveIt

AchieveIt is the platform that large organizations use to get their biggest, most important initiatives out of the boardroom and into reality. Too many great ideas never quite make it across the finish line, because there’s no real way to keep everyone on course and keep everything on track. What does it take to actually guide these initiatives all the way through to completion? You’ve got to:

  1. Get everything in view – so you can see what’s happening with every initiative, at every level, from the enterprise to the individual, in real time.
  2. Get everyone engaged – with an easy-to-use platform that connects your organization from the executive leadership to the project teams, keeping everyone accountable and on the same page.
  3. Get every possible advantage – not only because you have the premier platform in this space, but because you can draw on the experience and best practices of our execution experts.

That’s why everyone from global corporations, to regional healthcare systems, to federal agencies have turned to AchieveIt for their Integrated Plan Management. Let’s actually do this.

(Video) How to work from home productively (10 proven tips for remote work)

Ready to improve your plan execution?

Organizations of all types leverage AchieveIt to connect, manage, and execute their most important initiatives. Replace manual processes & siloed systems with interconnected plans in a single, automated platform.

(Video) 5 Best Practices for Remote-Friendly or Hybrid Meetings | SLIDO VLOG

FAQs

What are best practices when working remotely? ›

Practice inclusivity.

Be patient with one another as we transition and adjust to remote work. Offer help to those struggling with technology. Consider these tips to foster a positive team culture: To build trust: don't micromanage teammates.

How do you support a team working remotely? ›

10 top tips for managing remote teams
  1. Agree ways of working. ...
  2. Show the big picture but prepare to flex. ...
  3. Set expectations and trust your team. ...
  4. Make sure team members have the support and equipment they need. ...
  5. Have a daily virtual huddle. ...
  6. Keep the rhythm of regular one-to-ones and team meetings.
13 Jul 2021

How do you ensure your remote employees have the IT support they need? ›

  1. Facilitate remote IT support. If your remote workers experience a technical problem, your priority should be to resolve the issue at the earliest possible. ...
  2. Offer 24/7 IT support. ...
  3. Be equipped to attend to local emergencies. ...
  4. Incorporate stringent security protocols. ...
  5. Provide end-to-end IT support.
4 Feb 2021

What is remote support customer client? ›

Remote Support from your Customer's Perspective

The BeyondTrust Customer Client enables customers to interact with representatives during remote support, chat or presentation sessions. Because it is the most secure remote support solution, BeyondTrust places a top priority on user controls.

What is something your company can do to better support you while working remotely? ›

Build Loyalty

Communication and transparency are key to supporting a remote workforce. Holding bi-weekly or monthly meetings especially with video connects the team not only to you, but to each other. Following up with a personal call to reach out for specific needs or to uplift someone's spirits is essential.

What makes a good remote team? ›

Encouraging Flexibility

Companies with successful remote teams have figured out that flexibility is a key tenet of remote work. When you give employees the freedom to integrate their work into their personal life how and when they see fit—especially during trying times—they will be more fulfilled members of your team.

What are the 9 best ways to manage remote workers? ›

Coronavirus Essentials: 9 Tips for Managing Remote Employees
  • Set expectations. ...
  • Provide the right tools. ...
  • Communicate frequently. ...
  • Communicate with video. ...
  • Create a culture of direct, open virtual communications. ...
  • Solicit input from co-workers of your remote employees.

How can I be a good remote supervisor? ›

Strategies for Effective Remote Management
  1. Use technology to your advantage.
  2. Use 5-15 reports.
  3. Learn to trust employees and not micromanage.
  4. Encourage your team to work remotely.
  5. Establish transparency.
  6. Be open to feedback.
  7. Meet in-person at least once per quarter.

How do you make a remote team feel connected? ›

Here's how to make your remote work team feel more connected.
  1. Keep an open line of communication. ...
  2. Provide honest, frequent feedback. ...
  3. Use collaboration tools. ...
  4. Hold weekly video meetings. ...
  5. Be clear in your communications. ...
  6. Empower employees with flexibility. ...
  7. Establish fun company traditions. ...
  8. Create a mentor program.

How does remote help work? ›

Remote work is essentially any work done away from a physical office location. Remote work gives employees the flexibility to do their work and stay productive and connected to their team and office from anywhere—whether on the road or at home.

What affects the productivity of employees? ›

Poor management techniques and a lack of access to important tools lead to employee disengagement, which can decrease individual production performance, efficiency levels, and overall productivity in the work environment.

What is remote support tools? ›

In information technology (IT), remote support tools are IT tools and software that enable an IT technician or a support representative to connect to a remote computer from their consoles via the Internet and work directly on the remote system.

What are remote support services? ›

Remote Support Services are intended to be used when someone can be supervised and assisted with technology, to increase independence in their home in the least intrusive manner possible. Remote Support systems are a customized network of sensors chosen by an individual and/or their guardian that meets their needs.

What is remote support solutions? ›

Remote Support is the ability to remotely access and control a computer or mobile device anytime, anywhere using a reliable and secure remote support software like Zoho Assist. Try for free.

What are the 7 qualities of good customer service? ›

7 Must-Have Qualities of a Stellar Customer Service Rep
  • Problem-Solving Skills. The number one skill you need to excel in for good customer service is problem-solving. ...
  • Clear Communication. ...
  • Friendly Attitude. ...
  • Empathy. ...
  • Business Acumen. ...
  • Product/Service Knowledge. ...
  • Strong Time Management.

What are the 10 tips of customer care? ›

10 Tips for Good Customer Service
  • Provide multiple ways for your customers to get in touch with you. ...
  • Acknowledge that you've received their request. ...
  • Solve customer problems immediately. ...
  • Don't be afraid to over-communicate with customers. ...
  • Go above and beyond customer expectations.

What are the three elements of customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

How would you manage and support your team on a day to day basis both remotely and in the field? ›

1) Communicate regularly

This is true whether it's face-to-face or virtually, as it helps us build the interpersonal skills necessary for effective teamwork. Sharing ideas, points of view, information, and expertise helps to keep everyone informed and in the loop.

How will you handle the lack of face-to-face contact when working remotely? ›

How to improve face-to-face communication when working remotely
  1. Provide communication tools. Not having adequate communication tools can be an obstacle to remote face-to-face communication. ...
  2. Schedule regular video calls. ...
  3. Host office hours. ...
  4. Prioritize team calls. ...
  5. Work on your communication skills.
11 Jan 2022

How do you ensure collaboration in remote working environment? ›

Ways to Increase the Efficiency of Workforce While Collaborating Remotely
  1. Communication. Effective communication is the key to enhance remote team collaboration. ...
  2. Clear Goals and Objectives. ...
  3. Support Each Other. ...
  4. Maintain Transparency. ...
  5. Virtual Team Building Activities.
8 Aug 2022

What are three great communication practices of a remote team member? ›

6 Tips For Better Communication With Remote Teams
  • Show empathy, and remember we're all human. ...
  • Say “good morning” ...
  • Convert in-person meetings to video meetings. ...
  • Build camaraderie with a virtual “water cooler” ...
  • Invest in internal messaging tools. ...
  • Grow personal connections with fun.

How do you increase employee engagement remotely? ›

Ways to keep remote employees engaged
  1. Encourage health and wellness. Your workers' health should be your priority. ...
  2. Host virtual meetings and casual hangouts. ...
  3. Make sure employees feel heard and valued. ...
  4. Foster personal connections. ...
  5. Keep the lines of communication open. ...
  6. Gamify your teamwork.

How can remote work productivity be improved? ›

15 Tips on how to be productive in a remote work environment
  1. Tip #1: Set the stage for work from home productivity.
  2. Tip #2: Communicate boundaries with people in your space.
  3. Tip #3: Manage notifications.
  4. Tip #4: Organize your workday around your most productive hours.
  5. Tip #5: Do the most demanding task first.

How do you lead a successful remote team? ›

Strategies and Tips for Managing Your Remote Team
  1. Find the Right Tools for the Job. ...
  2. Set Clear Goals for Productivity. ...
  3. Encourage Regular Communication. ...
  4. Understand Common Challenges Associated with Remote Management. ...
  5. Assign Responsibilities Clearly and Effectively. ...
  6. Encourage Professional Social Interaction.
10 Mar 2022

What makes a successful virtual environment? ›

To build a successful virtual team, it's essential to build trust and facilitate communication. Knowledge-sharing is also critical to building a successful virtual team. This is even more important due to the recent lack of in-person interaction.

What should be included in a remote work policy? ›

The remote work policy outlines what's expected when working remotely. It should go into detail about all aspects of remote work. This includes expectations of working hours, legal rights, and cybersecurity requirements.

How do I coach a remote employee? ›

What Skills Do Managers Need To Lead a Remote Team?
  1. Shift From Task Management to People Leadership. ...
  2. Know How To Set SMART Goals. ...
  3. Be a Source of Motivation. ...
  4. Ask Powerful Questions. ...
  5. Create Safe Spaces for Communication. ...
  6. Adopt a Servant Leadership Mentality.
9 Jun 2021

What makes a great remote manager? ›

Be visible and approachable

Being a remote manager means building a support system for your team, while at the same time striking a balance to hold them accountable. Building trust, maintaining transparency, communicating frequently and openly, and ensuring a supportive working environment are critical for success.

How would you make your team feel like a team? ›

There are a few strategies you can use to bridge the virtual gap and help your team feel more together than alone.
  1. Build “buffer time” into your meetings. Back when we were able to gather in person, there were usually a few minutes of downtime before team meetings. ...
  2. Create team rituals. ...
  3. Work “out loud.” ...
  4. Share the pain.
11 Feb 2021

How do you motivate a remote worker? ›

15 attractive ways to boost remote employees motivation
  1. Offer health benefits. ...
  2. Show you care. ...
  3. Provide best tools for remote workers. ...
  4. Extend innovative incentives. ...
  5. Show your face. ...
  6. Give importance to employee feedback. ...
  7. Use communication as the key. ...
  8. Don't be afraid to experiment.

How can I socialize while working remotely? ›

Here are just seven ways to socialize remotely to stay connected, human and sane.
  1. Create casual non-work-related spaces. ...
  2. Actually talk to each other's faces. ...
  3. Hold virtual lunches, coffee breaks, cultural festivals and movie nights. ...
  4. Take a virtual tour of your colleagues' home offices. ...
  5. Hold remote competitions.
28 Sept 2022

How do you connect employees virtually? ›

Host virtual happy hours.

Virtual happy hours from home are a great way for employees to connect casually outside of their work. Try using an app like House Party, which allows groups of up to 8 people to video chat. This keeps the meeting more intimate, making it easier to connect with each other.

What are the best practices while working from home? ›

21 work from home best practices
  • Choose a work area. If you work everywhere, you can't relax anywhere. ...
  • Stick to a schedule. ...
  • Get the tools you need. ...
  • Shower and get dressed. ...
  • Stock your kitchen. ...
  • Set the right noise level. ...
  • Set guidelines for family. ...
  • Limit distractions during work.
15 Jun 2021

How do survive remotes work? ›

8 Remote Working Tips for Beginners
  1. Over-communicate.
  2. Invest in reliable tech.
  3. Lean on your community.
  4. Consider your workspace.
  5. Figure out your working style.
  6. Take time for self-care.
  7. Know when to “log off”
  8. Embrace the perks of working remotely.

What are the challenges of working remotely? ›

  • Remote work challenge: Social isolation.
  • Remote work challenge: Working across different time zones.
  • Remote work challenge: Distractions at home.
  • Remote work challenge: Building and maintaining strong company culture.
  • Remote work challenge: Lack of routine and time-management.
  • Remote work challenge: Poor work/life balance.
21 Sept 2022

What are the three biggest influences on employee performance? ›

The key factors that influence employee performances are: Training and Development. Employee Engagement. Company culture.

How do I start my own remote support business? ›

The Basics to Developing a Tech Support Business Model
  1. Outline your remote tech support services.
  2. Figure out your IT support company pricing and payments.
  3. Form your legal business entity.
  4. Get tech support certifications, permits, and licenses.
  5. Buy equipment & software for your tech support business.
26 Aug 2022

How do you manage customer service? ›

The top eight tips to build and manage good customer service teams are the following:
  1. Care about employees.
  2. Share the organization's vision for the future.
  3. Communicate.
  4. Provide training resources.
  5. Offer feedback.
  6. Establish clear performance expectations.
  7. Develop a culture that retains great people.
  8. Troubleshoot.
3 Dec 2021

Which make the management easier and also provide status information to the user remotely? ›

To make the whole remote management process easy for you, I'd suggest you use Plutora. Plutora helps you deliver high-quality software by providing a wide set of functionalities. It has various tools to track the process and have clear visibility of the process.

What is a support team? ›

Support Team means the individual and persons involved in his or her care. The support team may include family, friends, doctors, nurses, long-term care workers, social workers and vocational vendors.

How do I offer remote services? ›

7 tips for providing remote services
  1. Stay flexible in your communication strategies. ...
  2. Create a high-quality experience with the right technology. ...
  3. Research virtual service options in your industry. ...
  4. Encourage group participation. ...
  5. Tell your clients about your plans. ...
  6. Increase transparency on projects.
22 Mar 2020

How do I build a help desk? ›

Checklist of the Help Desk Setup
  1. Communication Channels. Set up the communication channels your customers may use to contact your support team: ...
  2. Basic Settings and Workflow. Build contact form with additional fields; ...
  3. Tickets Management. ...
  4. Automations. ...
  5. Team Management. ...
  6. Advanced Settings. ...
  7. Preparing for Launch.
25 Feb 2022

How do I start freelance support? ›

How to get your first freelance tech support job
  1. Fine-tune any technical skills. ...
  2. Get yourself noticed. ...
  3. Learn everywhere. ...
  4. Find a mentor. ...
  5. Use Upwork to help you find a freelance tech support job.

What are the 7 principles of customer service? ›

The 7 Principles of Great Customer Service
  • #1. Eliminate dumb contacts. ...
  • #2. Engaging self-service. ...
  • #3. Being proactive. ...
  • #4. Make it easy to contact your company. ...
  • #5. Own the actions across the company. ...
  • #6. Listen and act. ...
  • #7. Create great customer service experiences.
2 Dec 2011

What are the 7 qualities of good customer service? ›

7 Must-Have Qualities of a Stellar Customer Service Rep
  • Problem-Solving Skills. The number one skill you need to excel in for good customer service is problem-solving. ...
  • Clear Communication. ...
  • Friendly Attitude. ...
  • Empathy. ...
  • Business Acumen. ...
  • Product/Service Knowledge. ...
  • Strong Time Management.

What are the 4 principles of customer service? ›

Principles of good customer service
  • know what your customers consider to be good customer service.
  • take the time to find out customers' expectations.
  • follow up on both positive and negative feedback you receive.
  • ensure that you consider customer service in all aspects of your business.
11 May 2022

What are the 9 best ways to manage remote workers? ›

Coronavirus Essentials: 9 Tips for Managing Remote Employees
  • Set expectations. ...
  • Provide the right tools. ...
  • Communicate frequently. ...
  • Communicate with video. ...
  • Create a culture of direct, open virtual communications. ...
  • Solicit input from co-workers of your remote employees.

How do you lead a successful remote team? ›

Strategies and Tips for Managing Your Remote Team
  1. Find the Right Tools for the Job. ...
  2. Set Clear Goals for Productivity. ...
  3. Encourage Regular Communication. ...
  4. Understand Common Challenges Associated with Remote Management. ...
  5. Assign Responsibilities Clearly and Effectively. ...
  6. Encourage Professional Social Interaction.
10 Mar 2022

How can I be an effective remote manager? ›

Strategies for Effective Remote Management
  1. Use technology to your advantage.
  2. Use 5-15 reports.
  3. Learn to trust employees and not micromanage.
  4. Encourage your team to work remotely.
  5. Establish transparency.
  6. Be open to feedback.
  7. Meet in-person at least once per quarter.

What makes a great customer support team? ›

What is great customer service? Great customer service means following best practices like valuing customers' time, having a pleasant attitude, and providing knowledgeable and resourceful resources, but that you also take things a step further to exceed — rather than just meet — expectations.

What makes a successful customer service team? ›

A great customer support representative knows how to relate to anybody, but they're especially good with frustrated people. Instead of taking things personally, they intuitively understand where the other person is coming from and they know to both prioritize and swiftly communicate that empathy.

How do you structure a customer support team? ›

Key steps for structuring your customer service team
  1. Step 1: Identify the roles, teams, and tiers. A good team always starts with establishing a strong foundation. ...
  2. Step 2: Support your support team. ...
  3. Step 3: Create opportunities for growth and mentorship.
13 Nov 2018

Videos

1. Parker Conrad's Billion Dollar Lessons on Remote Work and Customer Support (Part 2)
(Garry Tan)
2. Going Remote: 24x7 Customer Support Q&A with Merissa Dawson and Chase Clemons
(37signals)
3. How to Manage Virtual Contact Centers and Customer Service Remotely with Amazon Connect
(AWS Online Tech Talks)
4. Tips to Effectively Balance your Career and Personal Life when Working Remote
(itGenius | Google Workspace Experts)
5. Remote Work Co-Evolution used in practice to find and identify best practices for the remote work.
(Holger Gelhausen)
6. Best Practices for Remote Learning
(Turnitin)

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