In our current era, contemporary modes of communication have given rise to a global marketplace. By leveraging the internet, businesses can now engage with clients across the world. The rise of Software as a Service and cloud computing has enabled companies to offer their offerings on an international level, granting consumers the ability to avail themselves of them from anywhere on Earth. This all contributes to a truly interlinked world, providing businesses with an opportunity to engage customers in an expedited and cost-effective manner.
Despite the vast array of opportunities provided by this scenario, certain businesses are struggling to satisfy their customers’ requirements. It is crucial to keep in mind that there exists a seven-hour time gap between the Pacific Time Zone and the United Kingdom. This means that if you and your clients both operate in the Pacific Time Zone, your customers in the UK would not be content to wait until 4 pm when you arrive at the office, to access the site at 9 am their time. We believe that this would not be an adequate solution either.
In light of the necessity to deliver 24/7 customer service, one apparent remedy is to consider all feasible time zones. This could be accomplished by either hiring individuals in various regions to work in alternate shifts or by having a team that is exclusively local and operating on a 24-hour basis. Nevertheless, we maintain that the benefits of remote working exceed just having somebody constantly accessible to answer the phone or handle inquiries via a chatbot. Here, we explain why.
The Secret to Exceptional Customer Service
The Institute of Customer Service in the United Kingdom has stressed the importance of three fundamental components to deliver exceptional customer service: punctuality, correctness, and suitability. It is apparent that these benchmarks are essential to offering a thriving customer service, regardless of the industry or the organisation.
Given the growing prevalence of remote workforces, it is worth examining how these three benchmarks can be fulfilled in such a setting. Distributed teams have the potential to furnish clients with a swifter, more precise, and apt service; nonetheless, it is vital to ensure that the required resources and infrastructure exist to support the staff. With a well-defined strategy and the appropriate tools, it is plausible to remotely provide a customer service experience of world-class calibre.
In the event that a customer raises an issue, it is crucial to furnish a swift response. Depending on the nature of the issue, the resolution timeframe may differ, but clients attach value to being acknowledged in a prompt manner. This has resulted in an amplified usage of chatbots leveraging Artificial Intelligence (AI). Such chatbots can create the impression that a conversation is being addressed, even if no human is present to attend to the query.
There are numerous benefits to using Artificial Intelligence (AI) to filter client requests, such as allowing your technical support team to concentrate on other assignments, leaving the AI to direct the client to the frequently asked questions section. Nevertheless, this strategy also comes with potential drawbacks. One example is the risk of inapt escalation if the AI misconstrues the language of the question and refers it incorrectly or provides incorrect guidance for a more complex issue.
One of the principal benefits of having an international team is the ability to rapidly address customer queries. With personnel possessing the requisite technical expertise, clients can promptly receive assistance to facilitate the restoration of their services. It is far more preferable to send a bespoke email response to customers, providing an estimated timeframe for resolving the issue, instead of a generic automated message simply indicating that a response will be forthcoming during working hours.
Accuracy in product descriptions is of paramount importance to our clients. Customers anticipate being able to engage with informed personnel if they encounter difficulties with their month-end reports. Although our support staff may have a rudimentary understanding of our product’s capabilities, they are unlikely to possess the same level of technical expertise as those who work with end-users. This comprehensive knowledge, known as an “inside-out” comprehension, can only be acquired by actively examining the code.
It is not ideal for clients in various time zones to endure such an inconvenience, requiring them to either await a response or settle for an educated guess from the support team. Ponder the positive ramifications of having continuous access to technical assistance, regardless of the time of day.
Sense of Compatibility
We must not forget the concerns we raised earlier about the risk of inappropriate escalation when deploying artificial intelligence (AI) tools. An improperly handled query can cause customers to become increasingly annoyed or agitated with the customer service team. Such frustrations are not restricted to AI; we have all encountered situations where a complaint submitted to a company results in receipt of a generic response that does not adequately address the issue. This can be highly frustrating, resulting in even the most agreeable consumers becoming irate individuals, typing in all caps.
The availability of technical support personnel plays a pivotal role in this scenario. Regrettably, there is currently a shortage of qualified personnel, necessitating the administrative team to provide an enlightened projection of the optimal path forward. By granting clients access to a remote technical support team, they can rest assured they can always receive assistance as required. This approach will not only serve to alleviate customer frustration, but will also reduce the likelihood of them taking out their emotions on their computing devices.
Several Benefits of Remote Work
Sufficient staffing levels in technical support is one of multiple factors that contribute to delivering superior customer service. Remote recruitment proffers various benefits for businesses to leverage. While these benefits may already be well-known for readers of our blog, here’s a brief recap of them.
- Accessing the most talented and knowledgeable personnel from all over the globe, rather than just the local area.
- Superior outcomes achieved collectively by the group.
- Employee morale has increased.
- Reduced time expended on staff recruitment translates to increased savings.
- A broader range of qualified candidates to select from.
To provide improved customer service and fulfil their needs, it is crucial to diversify your workforce and the range of products and services offered. In particular, the final choice has immense potential to enhance customer service. Engaging a programmer who is visually impaired, for example, could provide you with an expert in the realm of accessibility.
Furthermore, there is the notable matter of communication. Even between native English speakers from the United Kingdom and the United States, there is potential for misunderstandings. The situation is compounded by the additional challenges that may result from utilising Google Translate. It’s evident that customers who don’t speak English, including those who speak Spanish, Arabic, or Japanese, would gain substantially from being able to converse with a representative who is able to understand their language and culture.
5 Grounds to Employ a Remote Workforce
At Works, we recognise that numerous individuals may experience reluctance when transitioning to remote work for the first time. Nevertheless, we want to assure them that they are not alone. Our website provides various resources to assist with this change, and we also have a weekly podcast led by Luis, where he converses with experienced professionals in the remote work domain.
At Works, we are dedicated to helping you locate the ideal computer expert, network administrator, or bug fighter for your organisation. Our proficient team will take the time to comprehend your specific needs and then seek out the most suitable candidates to fill your posted positions. We assure you that your requirements will be fulfilled in just over a week. Sounds excellent? Why not benefit from our wholly remote customer service and contact us today.