How to Build a Productive Remote Technical Support Team from Scratch?

In today’s competitive market, the one thing that most successful businesses have in common is a remote working team and excellent technical support services. Remote working had become a total game-changer, especially during the pandemic times. You can save costs, boost productivity, increase efficiency and employee engagement, and lastly, have happy employees. Many support workers such as customer service agents, IT technical support agents, and other business workers have turned their homes into their offices.

Global Workplace Analytics found that 5 million people worked from home in 2018, which is a 173% increase from 2005. The same study also found that 86% of employees feel that working from home reduces stress, and 77% believe working remotely improves their general health.

Remote working can indeed lead to great things for a business, but it’s also true that this can only happen when implemented effectively. The key to making a successful remote working environment lies in employee engagement. Happy and inspired employees perform better. Better performance leads to better business. There’s no secret formula here. In simple words, happy employees lead to happy customers and a thriving business.

HOW TO BUILD A REMOTE TECHNICAL SUPPORT SERVICES TEAM?

Whether you are building an IT technical support team or any team from scratch, ensure it is structured to succeed with the strong foundation. This can be done by a bit of homework from your end.

  • Define ‘great technical support service’ for your company

There isn’t a business that doesn’t promise great customer service. But not all customers have a great customer experience. Thus, there is always space for improvements. Therefore, when building an IT technical support team, decide on the service quality you will provide and include your entire team in that process. Once you have set the ideal benchmarks for your services, you will have a standard against which you can measure your technical support service team.

  • Decide on which channels to provide your support

It’s pretty easy to say, “We are available on all channels all the time!” but following through that commitment isn’t! Most companies tend to expand their services in all channels and fail to deliver quality services as they are all over the place. That ends up in a lack of quality, leading to bad reviews. Therefore, any day, choose quality over quantity. Providing good services over a few channels goes a long way than to spread your team all over to provide inconsistent services.

A great way to figure this out is by researching the platforms the customers are using. Figure out what kind of support channels will be ideal for your business. For IT technical support, emails are the best as they are specific and detailed. But the wait for a response can get frustrating, especially if you are in a hurry. Live chat services can be a great way to address quick queries and issues of customers.

HOW TO HIRE THE RIGHT PEOPLE TO BUILD A REMOTE TECHNICAL SUPPORT SERVICES TEAM?

We all know that the first step to a successful team is hiring the right people, and those aren’t easy to find. As the saying goes, “Your employees are the people that make and break your business” holds true in this context. So how do you pick your teammates then?

While hiring, apart from the skills and qualities you are looking for in your team, here are a few pointers you can consider that will help you build a stronger and productive team-

  • Focus on what they want to learn and what they want to achieve from this job.

Understanding their goals and dreams to align them with yours. This will also let you know how enthusiastic and dedicated they are at their tasks and their willingness to grow.

  • Communication skills are vital for any support team.

Basic communication skills are crucial for any team. Also, make sure they are team players.

  •  Measure their remote working potential.

Even though it sounds easy, long-term remote work requires discipline, good prioritizing skills, and the confidence to work without constant supervision. Assess each applicant to see if they are an asset or drain to your remote team before you hire them.

  • Look for relevant experiences in those roles.

For a remote technical support service team, freelancers and contractors are ideal as they are already used to a remote environment. They understand expectations and challenges better and are backed with solutions to tackle them.

  • Knowledge of your industry

It is much easier to work with someone who knows your business beforehand than train a new applicant.

HOW TO TRAIN YOUR TECHNICAL SUPPORT SERVICES TEAM TO INCREASE EFFICIENCY?

Training your team is as important as setting up a business. Your team needs to know what exactly is needed from them for your business. To simply put, “Teamwork makes your dream work.” Therefore, here is a checklist to help your team increase efficiency.

  • Provide extensive onboard training and support

As remote support teams work alone, they might not get help immediately. Therefore, provide them with extensive training so that they can work autonomously. You can also set up a self-service help center or searchable knowledge base so that your teammates can look up and get access to the latest and accurate information about your services and products.

  • Provide them with the right tools

Tools act as the arms and legs of your team. Therefore, it is crucial to provide them with all the necessary hardware and software tools to perform their tasks.

  • Develop clear remote working policies

Set clear expectations from your team. Create and publish policies that tell what is and isn’t allowed. Have procedures for internal communication, recorded data of customer interactions, backup for emergencies, and at-home time tracking.

HOW TO CREATE A PRODUCTIVE WORK ENVIRONMENT FOR YOUR TECHNICAL SUPPORT SERVICES TEAM?

Unlike other departments, remote working teams don’t get to spend time like other on-site teams. Therefore, it is vital to develop a healthy work culture that will benefit your business in the long run. Wondering how to do that? Then here are a few pointers to help you decide on the things you need to implement-

  • Develop a knowledge base

Investing in a knowledge base can be time-consuming, but it can go a long way. Internally, your new employees can utilize it to solve specific issues and learn how to use different tools. Furthermore, it will also help you solve recurring customer issues and assure them that there is a knowledge base for them anytime. 

  • Secure your data

Remote working increases complexity, especially when it comes to security. Therefore, implement security policies and conduct security awareness training if necessary. 

  • Focus on the outcomes

Rather than checking if your teammate has completed 9 hours of work, check whether they have delivered all tasks for the day. Focus on what is being accomplished than on how long it took to complete it.

  • Let them grow

Inspire your teammates and give them attainable goals that they can look forward to. This helps them push a little harder and stay optimistic. Collect feedback and conduct reviews to let them know the areas they can work on. 

  • Reward and recognize great work

There’s no better motivation than getting appreciated for a job well done! Recognize your team’s efforts and reward them for their outstanding performances. This will create a healthy competitive culture in your workplace.

Lastly, have your team’s back at all times, and trust your business is in good hands. It is essential that your employees feel that they are well taken care of. Afterall, healthy employees are productive employees.

As more companies embrace remote working in these times, technical support outsourcing has become quite common.

This is a much more feasible option for busy businesses looking to provide support around-the-clock.

Final Thoughts

We at Wow customer support have learnt first hand on what works and what doesn’t. This firsthand experience and expertise in this field make us one of the best customer support service companies in the industry. If you are looking to outsource technical support services, your search ends today!

Contact us today to know more about small business technical support services.

Interesting posts to read:

How to Build a Successful Offshore Team for Customer Support?

Why Is Customer Support Services Vital for Online Retail Business?

Tech Support: Why is it Crucial for Your eCommerce Business?

Running a business in this tech-savvy world can be quite challenging. New technologies are continually emerging, and companies need to stay up to date to serve their customers better. Especially in the eCommerce industry, multiple challenges such as insufficient staff, client dependence, and customer satisfaction can get formidable. Additionally, there’s data safety and security, which is something businesses should take seriously. Besides, eCommerce operations require software, computers, internet technologies, and networks requiring regular maintenance and updating. But do you think tech support services are only for big companies? Then think again!

In simple terms, outsourcing technical support services ensure your company stays productive and maximizes their benefits such as cost-saving, improved product quality, customer satisfaction, etc. Therefore, tech support services help companies run efficiently and generate customer loyalty and quality branding.

According to a study by The CMO Council, providing better technical advice and assistance to customers is the best way companies can improve the product ownership experience. Thus, apart from saving money and streamlining your business goals, tech support services are also critical for small businesses. Here are a few crucial benefits of eCommerce technical support services.

Implementing the right solution-

When it comes to small businesses, staying up to date with the latest hardware or data processing software, computer security, or network management options can be quite a tedious task. That’s where the IT Technical Support specialists come in! They can help you find the right solutions to bring even newer, more cutting-edge technologies to maximize your company potential.

One of the major concerns for small scale organizations is balancing their needs according to their budget. An IT specialist can suggest the right hardware and software options available under your account that is suitable for your needs. They can also help put the right pieces in place, ensuring efficiency and protection of all operations.

Cut down expenses

Technical support outsourcing can lower your expenses and help gain many benefits in your business. One of which is maximizing efficiency and profit. You will have people to have your back during operations in the time of need.

Also, while outsourcing tech support services you don’t need to interview people and waste time finding the right candidate or paying them a salary. Just a subscription fee for their services is the only cost you have to bear. You wouldn’t need different experts or managers for various roles for tech-related tasks. Thereby, you can invest more in growing your business.

System Maintenance

Even if you have installed an infrastructure, it’s important that you maintain it well and keep it updated. Technical support services can manage your existing infrastructure and ensure all your hardware and software stay updated and also implement upgrades if needed. You can also outsource technical support services and avoid spending time researching new technologies to implement into your business and start working immediately with ones chosen for you by your IT technical support team.

You’ll be up-to-date with the current trends by relying on the tech that is taking the most successful companies to the next level. Lastly, you will have access to many tech features and receive IT solutions to take action quickly during escalations.

Monitoring Usage

Even though human errors cannot be avoided entirely, your business can go a long way if your computer and network operations are regularly monitored. That’s where IT technical support plays a significant role. They can monitor your employee’s technical resources usage or be vigilant where possible data breaches are concerned. These tech specialists ensure the protection of your infrastructure.

With tech support services, you can ensure your staff is educated on utilizing computer and network systems and managing passwords appropriately. They also keep you posted on the top trending hacks and keep your team well informed.

Security and safety with tech support

Considering how much the eCommerce industry relies on computer systems and networks to conduct day-to-day operations, it’s very likely that your company will suffer an attack or data breach by hackers. But without technical support services or a dedicated network administrator on staff, it’s more likely that you’ll incur more damage.

The protection and management of confidential employee, customer, and company data is vital for any business. Therefore, necessary measures should be taken to ensure it is well protected. Taking the right precautions and security measures to avoid breaches is essential for maintaining your business reputation. But most small scale businesses and eCommerce companies struggle to use the right methods for data protection. This is where technical support services play a major role in helping you set up antivirus software to safeguard your data.

24×7 tech assistance

It is critical that you keep your company’s information and data safe 24×7. It’s unpredictable to know when there might be a breach especially when it comes to eCommerce industries, but it’s up to us to ensure the safety and security of our data.

Therefore, by hiring technical support services, you’ll have peace of mind knowing that professionals are looking after everything. Also, when there is an emergency, you’ll have someone to assist you with it right away.

Tech support services also ensure that your company’s efficiency is maximized through the usage of technology. With a dedicated team, you can utilize tech resources to reach targets and identify areas for expansion more quickly. Additionally, IT technical support is incredibly useful to maximize productivity. Thus, when you invest in technical support services,  your business strives to give you the best returns possible.

High client satisfaction

When your customers know their information is safe, they’ll have trust and loyalty in your business,  which in turn leads to profits. According to the New York Times, 73% of tech support managers say the complexity of support calls is increasing because customers have become more technologically sophisticated. Therefore to handle such issues, you need strong IT technical support by your side. With an IT support team, you can ensure a smooth sailing service for your clients. They establish perfect wireless internet connections, seamless software use, and efficiently manage phone lines for our business.

You can also streamline your client communication by having technical support services. Therefore, this could lead to a drastic increase in customer service ratings and thus leading to an expansion in the customer base and annual profits.

Tech Support: The final thoughts

When it comes to eCommerce industries, you are always expected to do more with less. Therefore, it is essential to invest in the right places for your business to run smoothly. Technology plays a vital role as they are paramount for stability and growth in the modern business world.

Therefore no matter what business you own, technical support services are a must as it plays a crucial role in cybersecurity and data protection.

interesting posts to read:

How to Build a Successful Offshore Team for Customer Support?

Why Is Customer Support Services Vital for Online Retail Business?