In the light of the outbreak of the pandemic pertaining to Coronavirus, several organizations across the globe are presently choosing to manage their works remotely from their homes.
In fact, hundreds of organizations in the USA, China, Korea, India, and several other European nations have adopted this measure in an attempt to protect their staffs and thereby reduce the impact of the deadly COVID-19 spreading like a wildfire across the globe.
However, in this era of digital mobility, it might assure you knowing that your customer support teams can easily work from home, attend to incoming tickets and questions raised by the consumers without any hassle, and to do that all they will require is access to the right easy to use CRM tool, a seamless internet connection along with a mobile device or a headset to let them manage their most essential customer support activities from anywhere and anytime across the globe.
How is it possible to transform a support center to a work from home model with such a short notice?
Even though you might seem to be at a loss, nevertheless it is highly possible and it is easy to turn your customer support to a ‘work from home’ model and get it running in minutes.
This is because, as one of the most popular vendors of the best small and medium business CRM software in the Salesforce Alternative CRM marketplace we suggest that you can easily turn your support center to a work-from-home process using the necessary tools, like routing all incoming tickets (emails, chat, calls, and social media communications) to agents through a cloud-based CRM software.
And these allocations can be done based on triggers and rules that are unique to your business.
For example, the support tickets can be allocated using a CRM based on the source of the ticket, agent availability, type of the query, and so on.
Thereafter the support agents can use their login IDs to log into your easy to use CRM and attend tickets right from their residence and successfully sustain their efforts in providing world-class support even in these dark times that we all are facing across the globe.
Tips for Remote Customer Support Operations
To track their agent’s performance Team Leads can track their support agents performance and thereafter monitor their SLAs (Service-Level Agreement) using the reports and analytics that can be made available even for SMB businesses using a CRM for small and medium businesses that have hourly ticket dashboard and ‘ticket aging report’. And even better along with an ‘agent productivity report’ and many others that can be configured in an easy to use CRM platform’s dashboard based on hierarchy and departments in the organization.
Now if you are still concerned about the implication of this process, we might recommend you to follow these suggestions in order to make sure that your remote customer service teams are working efficiently:
1. Enhanced Flow of Communication
This sudden change in the place of their work can be even stressful at times, for your customer-facing staff.
Therefore in order to keep them motivated and boost their productivity you can use some of the simple processes, which can include a morning hurdle online, or even a simple ‘performer of the day’ announcement for the best performing rep of any given day.
2. Provide your team the right tool
Ensure that all your support reps are equipped with the right tool and software systems that are necessary for them to help them work remotely.
Now one of the most tools for such a purpose is an easy to use CRM, along with a web conferencing application and a data management software, which can let your reps handle their daily workflow even in stressful times like these days, in an efficient manner.
3. Build an internal knowledge base
Using a centralized knowledge base repository which can be also achieved once you buy CRM, can aid your staff to refer and access necessary data and information that is needed for resolving customer-facing issues.
4. Define the performance metrics
There is a way long common unuttered fear in the minds of the management that ‘work from home’ model might bring a halt in the optimal productivity needed for business growth.
However, if you are using modern business growth technology and tools, you can easily prevent such from happening by laying down a well-defined, clear and quantifiable metrics which can include:
• The specific period of time an agent has to work
• The number of calls they need to attend each day and more…
Moreover, you can conduct regular review sessions with your support reps which not only helps in boosting productivity but can also help the agents to focus better on their job as they can view their goals clearly.
5. Establish data security policies
Data security is one of the most critical aspects that businesses must remain careful of in this GDPR and CCPA era.
Hence, you must ensure that your support teams are attending to their customers without compromising on aspects pertaining to the security of your consumers.
Therefore, as one of the most popular vendors of the best CRM for small business and startups, we suggest you establish clear security regulations and guidelines and double-check to see that these rules are communicated properly to all of your employees.
Additionally, you can provide your customer-facing staff’s corporate access to necessary tools like VPN, secure browsing facilities and so on.