We live in an age where almost anyone can get a job done remotely. Even customer support services can be provided from a remote location. Working remotely is becoming increasingly popular. Then, there is the Covid-19 pandemic that has forced most of us to work from the confines of our homes. The good news is that more employees realize the benefits of working remotely. The better news is that companies across industries (government, retail, call centers, financial services, and insurance) can benefit from providing remote customer service. Here are five of those benefits.
#1. Your customers need 24x7 support
A massive 95% of consumers say that they cannot be loyal to a brand that does not provide good customer service. According to statistics, 40% of people prefer talking to a real person to interacting with a machine. So, there’s no denying you need to provide customer service and have representatives ready to answer calls and solve problems – day and night. Unfortunately, in-house representatives can answer only so many calls per day. When your representatives fail to respond to angry customers, they will not hesitate to take their business elsewhere.
Hiring remote workers gives your customers access to multiple customer service representatives. Your remote customer service representatives have the benefit of choosing flexible work hours. So you can have someone ready to resolve problems and answer questions on behalf of your organization - day or night.
#2. Customer support must be handled across multiple channels
If you think your customers are reaching out to you only via phone, think again. According to statistics, 31% of customers reach out to companies via Twitter, and 33% through Facebook. But that’s not all – over 60% of millennials get online for customer service interactions, while a third of customers use SMSs to reach out to companies for assistance. You need representatives to operate the phones, look after your customers on social media platforms, and talk to customers via online chat and SMS. In short, you need people with different skill sets. Hiring full-time employees can be expensive.
Hire multiple customer service representatives who can look after specific channels individually, so your customers’ needs are looked after 24x7.
#3. It’s cost-effective
Small businesses and startups often can’t afford office space for employees. Then there is the cost of hiring full-time employees. Employees are expensive. They must be paid a salary, provided with paid sick leave and vacation, insurance, and any added costs. Plus, they need office space, a computer, a phone, and the internet.
When you hire remote customer service representatives, you only pay them for the services they offer and the number of hours they work. You can save significantly on overheads. Your remote workers work out of their homes, use their computer, phone, and electricity, and won’t expect you to foot any of those bills.
Another advantage is that during leaner months, you can condense your team of customer service representatives. That will bring down costs further.
#4. Your remote workers are satisfied
Customer satisfaction is not the only thing you need to be concerned about. Employee satisfaction is equally important. Most representatives are happier working from the comfort of their own home, where they are free from the distractions of the office. When they work from home, they can concentrate on getting their job done.
Customer service reps work independently – very rarely is teamwork involved. So, it does not make sense to commute to an office every day.
Remote workers are satisfied employees – and happy employees are more productive.
#5. Hire from a wider pool of talent
Finding suitable candidates to hire is a task that could take months. Unfortunately, you don’t have the luxury of waiting for the right candidate to fall in your lap.
When you hire remote workers, you shorten the hiring process. You don’t have to worry about going through long resumes, conducting lengthy interviews, or communicating multiple times to arrange meetings. Instead, you hire someone from anywhere around the world. You are more likely to find talented, skilled, and experienced remote workers you are satisfied with than a full-time employee who meets your requirements.
Today, more companies realize the benefits of hiring remote workers for their customer support services. The benefits vary from customer and employee satisfaction to monetary benefits.
Finally, consider outsourced customer service companies that can take over your organization’s customer support tasks. These companies provide remote customer service. Customer support outsourced is cheaper than hiring full-time employees. But more importantly, you get a suite of services that ensures your customers’ queries are answered immediately.
Wow Customer Support provides customer support services powered by a team of representatives who are ready to answer your customers 24x7. Click here for more information on how we can help support your customer service team.
Do you have anything to add? We would love to hear from you in the comments section.