how to build an awesome remote customer support team

How to Build an Awesome Remote Customer Support Team

Building a great customer support team with remote workers takes time and effort. 

This process is very different from working with on-site workers, and sometimes it is difficult to determine what to focus on.

Here are some tips that can help.

Implement the Right Software

Remote teams are all about using the right tools, so for customer service, you need to have good customer support software.

This type of software can do the following:

  • Ticketing (which helps tracking and prioritizing customer requests)
  • Streamlining multiple communication channels
  • Live chat
  • Automating workflows
  • Tracking processes

And the list goes on!

All of these features are designed to help remote workers collaborate better.

This way, each member of your team will be able to see who is handling which ticket and queries won’t get ignored or forgotten.

One of the best tools you can use is LiveAgent.

ZlavaDna, one of the fastest-growing websites in Europe uses this tool for effective customer support. 

With only 8 support agents, they solve about 9000 queries a month.

Here is what their employee Juraj Pecho had to say:

We deal with over 5.000 emails, 2.000 chats and over 1.500 calls every month with our Customer Service Team. With LiveAgent, we can easily track history of all previous communication with each customer. That gives our support team important insights about other queries that the customer faced before, and also helps us avoid asking duplicate questions.

Even if you don’t have as many queries, this software will help your employees work more efficiently and save time. If you are interested, you can sign up for a free 14-day trial.

Establish Customer Support Metrics

Remote workers don’t always feel like a part of a team that shares a common objective. 

That’s why your goals need to be clearly established.

You can track the number of tickets in your inbox, average reply time, and the time it takes to resolve an issue.

This will let you know what’s working and where you need to improve.

You should also set monthly goals for your team, such as the desired customer satisfaction rate or time of response

The average satisfaction rate for all industries is 86%, so if you aim above that, your employees will have something to strive for.

Setting goals will keep all your employees motivated regardless of their location.

setting clear goals

Ask for Feedback

No matter what kind of business you are running, customer needs should always be the priority.

If you have a SaaS company, you are probably constantly improving and developing your software. 

And to do this, you need to know what your customers want.

Feedback from your customers will help you find specific areas of your product or service that you need to improve. 

You might have a features request form specifically designed for your customers to make suggestions for future updates. Many recommendations will also appear on social media or blog comments. 

In addition, your employees might have some great ideas on how to improve your product – especially if you are running a diverse remote team.

Listen to their ideas and consider which ones you could really implement.

Consider the following questions:

  • What is your goal? Do you want to reduce churn or maybe appeal to new markets? 
  • What would be the cost of adding this feature? 
  • And how it would affect other customers using your entire service?

If you keep track of requests, you can see what your target audience really wants – and what you can offer.

For an e-commerce business, you can include a customer satisfaction survey so that your customers can rate their experience. 

In this case, an automated system will save you a lot of time. 

Keep it concise with a few relevant questions, and you will know which areas you need to improve.

knowledge base

Build & Update a Knowledge Base

The internal knowledge base is a centralized database created for your employees.

And it can greatly improve your customer support department by providing all the necessary information to your customer service agents.

Unlike on-site employees, remote workers cannot always easily get in touch with you or their co-workers.

They have to use e-mails or other communication tools and usually wait for a reply – especially if they work from different time zones.

And customers won’t be satisfied if they are kept waiting for a response.

That’s why you need to create and regularly update your knowledge base.

It makes no sense to constantly waste time on the same issues, so gather all the solutions for problems you previously had and keep them in one place. 

This way, your employers will know where to turn if they encounter an issue. 

They will also not waste time coming up with solutions that were already implemented in other cases.

An external knowledge base is equally important.

You should already have a FAQ page that customers can check if they have a question.

But if you have a SaaS company, your users will need more information on how to use your software.

There are several other things you should include in your external knowledge base:

  • Instructions on how to use the software
  • Video tutorials (which are much more effective than textual explanations)
  • Information about the upcoming updates.

This will also reduce the cost of hiring more customer support agents as your e-commerce business grows.


These are our top tips for building a great remote customer support team and ensuring a great customer experience. 

If you are looking for new Customer Support staff, or if you need a Developer, Designer, Project Manager, or any other great remote worker, you can find them right here on JobRack. We have thousands of great candidates ready for your business – click here to find out more.