As the world moves toward remote working, many organizations are relying more on remote technical support teams. However, to provide quality assistance, companies must do more than just solve user problems.
In a study conducted by American Express, 58% of respondents say that a good experience is vital to providing a satisfactory service. This indicates that organizations must focus more on creating a personal connection with their users.
To face this important challenge, in this blog post we will give you some tips that will help you improve your remote technical support and gain the trust of your customers. Let’s begin!
4 ways to improve your remote technical support team
1. Centralize knowledge
One good thing about working in an office is that agents have the support of their colleagues to clarify their doubts. However, when working remotely, technicians must access knowledge in a different, but no less efficient way.
For that reason, your team must work together and create a knowledge base that agents can consult from anywhere. Then, they can use it to record important information about your company, customer service protocols, and document recurring cases.
This knowledge base will also help you save time and streamline the onboarding process of new agents. Since they will be able to learn at their own pace, it will help them learn their role within the team.
Likewise, you must encourage agents to provide input and report any important changes. This way, your remote technical support team will be able to access up-to-date information from their personal computers and mobile devices.
2. Streamline your remote technical support team communication
Although they may seem like opposites, collaborative work is possible in remote technical support teams. By implementing the right tools, agents can communicate well and improve their workflow.
The best option in these cases is to invest in a cloud platform that allows you to monitor all your processes in real-time. This way, you can save time coordinating agent tasks and managing user requirements.
Video calls are also an excellent option if you want to improve your team’s communication. With this strategy, you cannot only get a better idea of your agent’s performance but also ease the feeling of isolation that many remote workers face.
3. Offer your customers an online chat
Due to the recent boom in mobile applications, online chat has become a favorite communication channel for consumers. Recent studies claim that 40% of users want to be able to chat live with IT agents.
This communication channel also offers many benefits compared to traditional phone calls. Since to start using it, your technical support team only needs a Internet connection and a computer or mobile device.
Another advantage of this tool is that it allows you to integrate bots and virtual assistants to streamline ticket management. For example, you can ask the user a quiz to learn more about their requirements. Then the bot will automatically take the user to a self-help portal or assign the ticket to the appropriate agent.
If telephone support is necessary for your company and your customers, you can improve this process by implementing a call center in the cloud. This tool integrates the advantages of VoIP technology and remote technical support to provide your customers with 5-star service.
4. Automate your remote technical support team work
Did you know that 37% of IT managers say that the highest return of investment from automation comes from customer service?
To improve your team’s performance, a good strategy is to automate repetitive tasks and ticket assignments. This way, agents can focus on what matters: providing a good user experience.
The best way to achieve this is by implementing a helpdesk software. This tool will help you enhance your agents’ skills and improve your users’ communications.
This system is also a great help for remote technical support teams serving international customers. Since it allows agents to pick up conversations from colleagues in different time zones.
In addition, you can automatically create reports to consult your team’s KPIs. And analyze important metrics, such as resolution time, the number of requests, the number of tickets resolved, among others.
If you are want to implement this solution in your company, we invite you to try Freshdesk Omnichannel. This platform has a powerful AI, that prioritize and assign tickets automatically.
It also has a virtual assistant that helps agents execute long and repetitive customer service tasks with a single click. This way, they can say goodbye to tedious backend processes and focus on more complex problems.
At GB Advisors we can help you implement this other tools to improve your remote technical support team work. You will also receive advice, so you can take full advantage of this tool’s features and achieve your goals.
What are you waiting for? Contact us and receive a free consultation.