From Setup to Success: Building Remote Support Team in Nepal

Customer support is a requisite for running a business properly. Without a proper customer support team in your organization, it can become impossible to reach your company's objectives. Whether you want to retain customers or grow your business, a good customer support team can take your company to the heights of your vision.

With the growth in remote workspaces worldwide, there has also been a rise in remote support team. Hence, you can now hire teams to work for you regardless of where the team members are. That said, there won’t be a necessity to have the support employees in your office to have them work for your organization anymore!

In this blog, we have mentioned everything you’ll want to know about building a remote support team. Make sure to stick with us till the end!

What is a Remote Support Team?

A remote support team refers to a team of professionals who serve customers online or through different mediums without actually attending an office. The team members could work directly from home or any place in the world.

The remote work strategy has made it possible for employers to hire the best talents from various parts of the world. There is no geographical limit for remote employers and employees alike. In addition to this, many remote support team can also remain available to customers at

any time of the day, unlike in-house employees who only work for certain hours in a day.

To have the customers trust an organization adequately, the remote support team also makes sure to use screen-sharing software and conference software. Such teams have effectively been working with clients throughout industries in recent years.

Benefits of Hiring a Remote Support Team

It can often be challenging for a company, regardless of their size, to trust a remote support team. But there are plenty of reasons as to why they may not only benefit but also want to prefer a remote support team over a physical one.

The following are some benefits that will help companies make the hiring decision:

Faster Service

Remote staff forces remain online and available to the clients almost every hour of the day. This results in faster service. Unlike the in-house support team, who are likely to be busy with other tasks after the work shift is over, the remote support team can deliver services more effectively no matter the time of the day.

Wider Reach

It becomes possible for a remote support team to reach a wider audience and potential client base as they are spread beyond a certain geographical region. Additionally, since members of a remote support team do not always have the same mindset when it comes to strategies for work, diverse mentalities can further help grow the business. The more you invest in a remote team, the more likely it is for your company to gain wider reach.

Budget Friendly

Companies, regardless of their nature, are all about making profits. This also includes cutting costs. And, there is no better option to cut costs than relying on a remote support team. Hiring a team remotely also cuts down the necessity of a lengthy hiring process. Since you don’t have to pay for additional employee benefits after hiring them, a remote support team will always work best to save money for a growing company.

Suitable For All Businesses

A remote support team is suitable for all types of businesses, whether they are small or large in operation. A small or medium business may want to get a customer service team for cheap, but in-house employees are usually expensive. Likewise, a bigger business may seek a team that can grow their business to a wider demographic. Either way, a remote support team comes in handy.

How To Build A Remote Support Team?

Building a remote support team may take some effort from your side. But, it is not difficult at all. You just need to keep in mind a few things that will help you get access to the right candidates for hiring.

The following are a few ways you can build a successful remote support team:

Look For Good Verbal And Written Skills

A good customer service team member must be well-spoken and have good writing skills. In customer service, it becomes essential for an employee to serve customers closely. Their written and verbal skills determine how your clients will perceive your company. Testing the candidates’ capability during the interview itself can be of good help.

Check Interpersonal Abilities

Customer service is meant for personalization. Not all customers will be the same, and the support team members must have good interpersonal abilities to work as per their respective likings. Hence, before you hire a remote employee, make sure that they are perfectly interactive and possess exactly what’s needed to build your support team.

Confirm Prior Experience

You cannot hire a support employee who has not had experience before applying for the job in your company. Hiring remotely comes with a few risks, and you cannot add one more to them by hiring an amateur. Make sure to seek experience of a year or more concerning the job position level in the support team.

Seek Adequate Knowledge Of Your Industry

Hiring a remote support team member who does not have proper knowledge about your industry can be risky. During the time of the interview, be sure to ask them questions and cross-question them about the industry they will be working for if hired. Hire a candidate only if they tick all the boxes as required in the team.

Don’t Limit Your Search

Be open to hiring from more than just your geographic region. A big advantage of hiring remotely is that you can hire from any part of the world. Even if you want to hire from only your country, you can look for candidates from different states and regions within the country. This will not only create a diverse workforce but also encourage better growth of your organization.

Ensuring Success With the Remote Support Team

Simply building a remote support team won’t help your company sustain. You have to manage them properly so that they work to attain all the goals you’ve set for them. Ensuring that your remote support team does not only work per routine but also helps gain productive results is crucial.

The following are some ways you can ensure success with your support team remotely:

Enforce Proper Communication

Without proper communication, your support team might fall apart with time. To make sure that this does not happen, you need to encourage them to communicate effectively. Communication goes a long way and a lack of it can lead to failure, even when everyone in the team is capable and skilled in the work.

A leader or the manager of a company must provide the employees with platforms where they

can engage in video conferences, frequent chat, and share documents. Encouraging direct communication among team members can help avoid unnecessary conflicts at work.

Train Your Team

A company cannot expect productivity from a team that has not been trained properly. You need to train your team to have them become ready for goal achievement. Virtual platforms, along with video presentations and slideshows, sample scripts, recordings of past calls and interactions with customers, product demos, and access to necessary tutorials can be of great help to training your team remotely.

Familiarize The Team with your Customers

Every industry has different customers with varying natures. Therefore, it becomes necessary to have your remote support team become familiar with all types of customers they will have to handle.

According to the product or the service the team will be selling, encourage them to use a user persona, analyze demographics of possible clients, learn about the short and long-term goals of both the customer and the company, and go through the pain points.

Set Goals With Clarity

Setting goals for the team with clarity is a must. When your team works as per the schedules and routines you’ve set for them blindly, they might miss focusing on the goals they’re working for. The remote support team must be provided with a proper outline of what is expected from them.

Reward Good Performance

Rewarding an employee for good performance can help them work even better in days to come. Remote employees may seek rewards as much as an employee working in the office does. This should not be overlooked by the employer. Moreover, the reward system is likely to grow healthy competition among remote support team members.

Conclusion

Building a remote support team is not, in any way, challenging. You can simply seek help from an outsourcing service to get the work done. Though it may seem like a hassle at first, a remote support team can help you attain goals and ensure the longevity of your company in the long run.