5 Reasons You Need a Remote Customer Support Team

Published on Aug 01, 2017 by Chrishelle Mony | 3 min(s) read time

Scaling is Easier, Office Expenses are Eliminated and Customer Satisfaction is Increased with a Remote Support Team.


When you start a company, it’s the natural and even prudent to take care of customer support yourself. Once you grow your business and brand however, you find that roping in an intern to answer the phones and reply to messages from not one, but hundreds of customers on your Facebook and Twitter pages, doesn’t seem to be cutting it anymore.


Just when you think you have a handle on customer service, the landscape seems to become more complicated. You’ve finally got the hang of phone and email support when you hear livechat helpdesks are where it’s at right now. You’re happy at last with a new helpdesk software and automated ticketing system when you realize that it’s essential to interact with your customers on social media.


Tired of trying to keep up, you want someone else to take care of customer support, so you can focus on your business. We feel you! Client Support exists for reasons just like these and these are the tell-tale signs that you need an on-demand support team:

You’re Growing Quickly


There’s a turning point in every business when you start to need help with tasks that until now were comfortably taken care of in-house. If you want to retain clients, you'll need a dedicated team of experts to grow your business even further.

Multitasking No Longer Works


Small teams where everyone wears different hats is fine when multitasking between administrative tasks. Customer success however, requires more refined skills if you’re aiming for services that will ensure clients regularly and actively use your product or service. When your human resources are limited and multitasking no longer works, it’s essential to use multi-channel, multi-tier support.

You Need a Personal Touch


With a growing business you may find yourself in that awkward phase with staff who are subject matter experts but whose soft or people facing skills are rough around the edges. These qualities cannot be learnt from a book and take years of experience to develop. With an on-demand client support team however, there is no need to worry as you have access to professionals who have had years of practice refining their soft skills such as listening, summarising and etiquette.

Incorporating Client Feedback is Important to You


The right customer support can do so much more than just field incoming support queries, and becomes increasingly critical as you scale your business. Listening  to your customers should be high on your priority list, not just to make sure they’re happy but to learn from them so that you can enhance customer experience, improve your offering and develop new products or services that are user friendly.

You’re Looking for a Cost-Effective Support Solution


Hiring a remote support team will save you time and money as it reduces overhead costs such as new office space and equipment as well as removing the need to on-board an in-house client support team. At the same time, it guarantees quality and reduces risk by using professionals that have already been vetted and have years of experience.

If you’re part of a growing company and could relate to these five points, then it’s time to take the plunge and find the right on-demand support team.



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Topics: customer support