What is remote customer support?

What is remote customer support?

TL: DR

  • As more businesses move toward remote working, customer support teams have had to adjust their operations.
  • Remote customer support is the practice of providing assistance to customers over the internet and phone without needing to be in the same physical location.
  • Businesses use this method of customer support for a variety of reasons: improved accessibility, faster response times, and cost savings.
  • It also allows customer support representatives to assist customers from anywhere, helping businesses scale their operations.

In the age of remote work, customer support teams have had to adjust their operations in order to continue providing customers with the same level of support. One way that businesses are doing this is through remote customer support.

Understanding what remote customer support means and how it works is essential for any business that wants to continue providing excellent customer service while operating remotely.

Read on to learn more about this modern approach to customer support.

On-site vs. remote customer support

The traditional approach to customer service involves face-to-face interactions between a business and its customers. This method is still used in many businesses, but it also has some drawbacks. Not only do on-site visits take up time and resources, but they can also be more expensive than other methods of customer support.

Remote customer support, on the other hand, is a newer practice that allows businesses to provide support over the internet or on the phone. This allows agents to assist customers from anywhere without having to be in the same physical location.

What are the different kinds of remote customer support?

Now that you know the basics of remote customer support, let's take a look at the different types.

Cobrowsing

Cobrowsing allows an agent to gain control of a user's screen remotely. By being able to directly view what the customer is looking at and perform actions on their behalf (such as navigating or submitting forms), cobrowsing helps reduce misunderstandings and time spent troubleshooting issues.

Live Chat

With live chat, customers and agents can begin communicating almost instantaneously. Customers can ask questions, get personalized answers to their queries, and receive help for any issues they may be facing quickly and conveniently. Since 81% of customers want to use online chat or live support to communicate with a company, live chat is an essential part of any support stack.

Phone Support

Phone support is another type of remote customer support that allows customers to call in and speak directly with a customer support agent. This can be beneficial as it provides customers with an immediate response, while also allowing them to explain their issues in more detail. According to surveys, 76 percent of consumers prefer to reach customer support via phone calls.

Online resource centers

Lastly, online resource centers are an effective way to provide remote customer support. This kind of support is particularly useful for customers who need self-service help, as online resource centers allow them to find the answers they're looking for without having to contact you.

What does a remote support agent do? 

A remote support agent is a customer support representative that provides assistance to customers over the phone, via live chat, or through cobrowsing.

They are responsible for answering customer inquiries, troubleshooting technical issues, and providing guidance on how to use a product or service. Additionally, they may be required to document conversations with customers in order to provide better support in the future.

The ultimate goal is to ensure customer satisfaction by providing a personalized and efficient customer support experience.

What are the benefits of remote support?

The most significant benefit of remote support is the ability to provide customers with an immediate response. This helps reduce wait times and improves customer satisfaction. Additionally, providing online resources can help save time for agents who may otherwise have to answer the same questions multiple times.

Remote support also allows businesses to serve customers more cost-effectively, as there are no overhead costs associated with running a physical customer support center.

Lastly, it gives businesses the flexibility to provide assistance when and where they need it most instead of relying on a single physical location.

When to use remote vs. on-site support

When deciding whether to use remote or on-site customer support, it really depends on the needs of your business. Remote support is usually more cost-effective and can provide customers with a better experience than on-site support. However, in some cases, having an employee available in person may be beneficial for resolving complex issues that require additional help.

Ultimately, it's important to assess your needs and make the best decision for your business. For example, do you have a remote workforce that's spread across different locations? Do you need to provide customer service on a global scale? Or do you have customers who are more likely to appreciate an on-site experience such as a brick-and-mortar store?

The answers to these questions will help you decide if remote or on-site customer support is the right fit for your business. In any case, it's important to remember that providing quality customer support should always be your top priority.

Conclusion

Remote customer support is becoming increasingly popular as it allows companies to provide customers with quick, convenient, and personalized assistance without the need for an on-site representative.

By understanding the different types of remote support available, companies can determine the most effective way to provide their customers with the best customer support experience.

Author

Shifa Rahaman

Content Marketing Manager

Contributor