The Best Tips for Running A Remote Customer Success Team

Fourth Lagao July 3, 2020

Physical work offices are a thing of the past.

At the beginning of 2020, we saw an increase in remote job openings and remote working tools that cater to business across all industries. Big brands like Xerox and Dell started to give full support to their staff to work fully remote, and more store locations are closing thanks to eCommerce.

With the pandemic, the trend became even more evident. Companies are choosing to collaborate off-location and are quickly realizing the benefits of ditching the office space. But while it’s become increasingly popular, it doesn’t mean that it’s all smooth-sailing for the brands that shifted.

Where the challenge lies

Remote work carries with it a ton of risks, especially in terms of remote customer service. Among those that lead to failure are less accountability and a limited flow of information. Still, companies are looking at more initiatives to address these mishaps. 

Of course, organizations can see that the benefits of remote customer service greatly outweigh the risks. With higher productivity as a prize, it’s no wonder that brands are fearlessly investing in tools and practices that make remote working reliable and efficient. 

Managing remote customer success teams

After testing waters, the eCommerce industry soon created its own set of best practices for effectively managing remote customer success teams. 

1. Foster accountability

Working from home (or from any other location outside the office) can be quite tricky for some, especially in terms of time management. It’s tempting to stay on the bed or go out for a walk during work hours.

Help your employees by offering clear expectations and establishing ground rules for work. Set periodic response times and check-ins to keep your employees on top of their tasks. Without a proper setup or operating procedure, your team could turn into a chaotic mess of unreachable employees. 

2. Set KPIs and performance metrics

An incredible way to track your employees’ productivity is by setting goals and expectations. With clear and numerical metrics that are tied to monthly or quarterly reviews, you allow your employees to manage their tasks while still meeting company requirements. 

How does it work? Setting attainable goals means giving your employees flexibility to work on their tasks in their own time. This practice will foster trust and engagement among your team, which can soon translate into better performance and higher productivity.

3. Create a space for constant communication

One of the challenges of working from home is monitoring your team. In a physical office, you can walk up to them and figure out what they're working on. With remote work, it's not as easy.

To help you keep track of your employees, try to engage them in regular conversations, both work and non-work related. Making the extra effort to be involved in your employees' lives will create bonds and make it easier to keep each other accountable for essential tasks.

4. Build relationships outside work

There’s nothing that can break productivity more than disinterested employees. Even when you’re working from home, it’s vital to foster a company culture that anchors on camaraderie and trust. Management must create an environment that can become a fertile ground for building better employee-to-employee relationships. Even in digital workspaces, employee chit-chats keep the team engaged.  

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