Getting Your Remote Customer Support Team off the Ground

Word of mouth carries a lot of weight; a survey by Nielsen found more than 80 percent of Americans look for referrals before making a purchase. Many people also like to tell their friends about their experience afterward, and Ipsos found they’re just as likely to share the bad as the good.

So why not give them something great to talk about?

Increasing the size of your customer service team can help you meet new demands, leverage time zones for 24/7 availability, or deliver five-star support even during peak periods.

But how do you find customer service reps who quickly understand your company and your customers? Here are a few articles from Upwork’s Hiring Headquarters to help you get started.

 

Find the right people

When one of your customers needs help, the customer service rep they reach becomes the voice of your company. Working with people who share your professionalism and philosophy, with the skills and experience your business needs, can help you foster happier and more loyal customers.

“How do you hire a customer service representative?” explains how to define the skills you need before you start your search, and how to transform that into an effective job post. This might include:

• Specific channels or platforms they’ll need experience with, such as Zendesk, social media, or online chat.
• A description of what they’ll be doing.
• Skills or expertise they may need (e.g., languages, typing speed).
• Estimated project length.
• Payment terms.
• A list of the tasks/deliverables they’ll be providing.

You’ll also find tips to help you shortlist proposals and interview potential reps.

 

Why expanding your talent pool is a smart choice

Working with people remotely is easier and more secure than ever, but some of the nuances are different than working in the same room. In “How to get started building your remote support team,” you find different strategies to help set your remote team up for success.

For example, consider testing your support process yourself by calling in as a “customer.” This is a practical way to see your processes in action. How do the customer service reps respond? Are they able to solve the issue? What gaps still exist?

You should also be prepared for the volume of inquiries that can come with a bigger talent pool. A great work description that explains who you are and what you do, proactively reaching out to pros who might be a good fit, and identifying and responding to inquiries quickly will all help you stay on top of the hiring process.

 

Find tools to help distributed customer service go smoothly

If you’re just starting to expand customer support, you may not have tools in place to help a distributed team keep track of incoming communication and outstanding requests.

“Your choice of work management tools and customer support platforms can have a big impact on your productivity, while also easing some of the strain that a busy week can put on your team’s morale.”

“Must-have tools for your customer support team” looks at some of the most popular platform-based solutions, live chat applications, and voice chat and call handling services.

Ready to expand your customer service efforts? Learn more about customer support in the Hiring Headquarters, or post your first project today!

The post Getting Your Remote Customer Support Team off the Ground appeared first on Upwork Blog.

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