Every business wants a super-efficient remote support team on stand-by ready for utilization when technical issues occur. Building one can be challenging, that’s why this article will highlight the factors that make up super-efficient remote support teams.
Learning the elements that make up efficient teams can help you develop your own methods in addition to strategies internally. Start undertaking repairs faster whilst reducing operating costs, improving the customer experience and more.
Components of a super-efficient remote support team
Before talking about the components of a super-efficient remote support team. You must first look within your 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 better able to 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 and field service teams. But they 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 first line of defense for supporting customer issues. Mainly assigned to resolve customer-related non-technical queries, this team should also be trained to monitor support tickets delegating them between the field and remote services teams. Dedicating a team to delegating support tickets between support teams is an essential component to 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 support tickets. The reason is providing resolutions remotely is likely to be the most cost-effective route. Not to mention, in the event an onsite visit is required. Technicians can share with the attending engineer what issues are present. Your engineer now arrives onsite with a solution in mind with the correct equipment in hand.
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
Customer cases 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!
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.