If you’re handling more customer support requests remotely, and doing it with a more remote team, you’re not alone. A recent IDG study commissioned by Rescue finds that nearly two-thirds (64%) of customer care agents are working remotely as part of fully remote or hybrid workforces, and 22% more requests are being handled remotely today than prior to the pandemic: 57% of customer support tech requests are handled remotely today, up from 35% in the “before times.”
Having experienced the many benefits of digital-first, remote-first ways of doing business, customers, employees, and managers alike have forever changed their expectations and aren’t turning back now. Just two years ago (which may feel more like a lifetime), the question was, can you pivot to remote-first support?
Now the question is, can you improve it?
According to IDG respondents, remote and in-facility support teams have three big challenges to overcome, which ultimately drive what customer care and support leaders need from their remote support tools.
Digital-first ways of living, working, and doing business have spoiled customers to want easier, faster processes. Half of customer support leaders surveyed are looking for ways to make support simpler for customers. If this tops your list, consider how your remote support tool enables you to support customers today and where you need to improve.
As remote work heightens security concerns and risk, nearly half of the respondents also have their eye on securing the remote support experience. Questions to consider:
Now that in-person desk drive-bys and check-ins are no longer possible, another top challenge involves how supervisors are able to manage agent performance in a remote-first world. Can your remote support solution help bridge this gap?
Remote support tools have long been indispensable in support operations. But pandemic trends are impacting long-term remote support strategies, including the need to stay on top of increased security threats. As a result, many contact centers are taking stock of their existing technology portfolio to determine whether their current toolset is up to the task.
Register for our upcoming webinar, "Remote Support Tools: Then vs Now," as we discuss these trends, along with five key considerations for evaluating remote support tools today. You’ll walk away with clear steps to overcome a new set of challenges created by flexible work and digital habits and to ultimately deliver an exceptional customer experience.
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