How to build a super-efficient remote support team!


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Every business wants a super-efficient remote support team on stand-by ready for utilization when technical issues occur, however it turns out building one can be challenging. This article will highlight the factors that make up super-efficient remote support teams who undertake repairs faster, reduce operating costs, improve the customer experience, and much more. Learning the elements that make up efficient teams can help you develop your own methods in addition to strategies internally.

Components of a super-efficient remote support team.

When talking about the components of a super-efficient remote support team one must first look within their own business and explore the technical team’s layout. How do operations currently run? Do you have a support team? Is there a protocol for handling tickets? What use do you have for remote tools? With a clearer understanding of how internal operations run within your own business, you are able to better adapt our recommended components to suit your own specific needs and requirements.

Service team structure is important!

Before setting up any remote support team, in-house service teams should already be in place to handle reported issues. Each team should manage specific reported issues within the business becoming super-efficient at their step of the support process. The majority of businesses already have in place customer care teams and field service teams however lack the implementation of a remote support team.

Don’t leave remote technical issues to the Customer Care Team. First and foremost, your customer care team acts as the efficient first line of defence for support in addition to customer issues. Mainly assigned to resolve customer-related non-technical queries, this team should also be trained to monitor all support tickets delegating them between the field and remote services teams. Having a team dedicated to figuring out which issues should be solved by which team is an important component of a super-efficient remote support team.

Delegate technical issues to the remote service team first!

Your remote service team should be assigned the majority of technical support tickets first to see if issues can be resolved remotely, greatly improving efficiency. Not to mention, in the event a first-time-fix cannot be made engineers will be aware of present issues allowing for spare parts and service teams to be equipped before arriving on-site.

Having a dedicated remote service team ensures the right skills are present, the right motivation is in place and there are enough team members to resolve issues occurring throughout the day. The best remote support tools make identifying and resolving complex technical issues a breeze over the phone.

Why field service teams can’t resolve issues remotely?

The field service team should consist of engineers and technicians on standby ready to resolve issues on-site or at customer locations. Field service team callouts can become costly as well as time-consuming therefore the Remote Diagnoses First Approach is recommended. Don’t forget field service engineers and remote support agents can assist one another to resolve complex tasks, by combing the force of both teams’, faults can be resolved quicker than before with customers noticing the improved efficiency.

From the start, businesses should notice the benefits to their new remote service team while over time on-the-job learning allows technicians to become more experienced and super-efficient within their field.

Don’t make field engineers remote technicians!

It’s important to create a remote service team that works separately from the field service team to obtain super-efficiency. Trying to merge the teams leads to confusion for all involved while having two dedicated teams makes it easy to build, operate, motivate, and teach the usage of remote tools, with many more benefits.

Stream-lined case management.

Case management of customer issues should be streamlined when handed from one team to another with all information required accessible by necessary teams. In the event one case is handed from the remote desk to the field team, all-relevant information such as notes made by colleagues should also be forwarded to ensure a high level of service and efficiency is delivered.

The best remote support tool.

Remote service teams require the best remote support tool for the best quality service to be delivered to colleagues and most importantly customers. The right tool for remote support can make or break remote service teams so selecting the best one is important. Don’t forget to book a quick and easy Remote Demo Session with AIRe Link to figure out what tools you require!

In short!

It’s no secret that for many companies implementing remote service efficiently within their business is a struggle since many factors can go wrong with a lack of expertise. Only recently, with the introduction of remote visual support products such as AIRe Link, remote services can be implemented with ease into any business allowing for teams to reduce operating costs and resolve a significant portion of their issues quicker remotely. Discover more opportunities AIRe Link provides field service teams.