The Remote Customer Service;

Thanks To Cloud Technology

We live in a society where the old school office is something people are working to get away from. People have realised that the focus on an office does not mean we are more productive or better at teamwork. If you do not want your customer support to be tied to one specifik location, then this is the blog post for you. This blog post will discuss how the Connectel platform can make that happen. A remote customer service feels cool. We know how you can make it happen in a function that doesn’t feel easy to do remotely.

You log in to the given CEC website and you have everything you need in front of you. Everything will be gathered in one place. The great thing with the CEC system is that you don’t really need to gather all the agents in the same place. If you are using WebRTC, then all you need is your computer and a pair of headphones. With agents spread out geographically this is how you can set up a remote customer service.

We see more of this set up in the industry than ever. Especially with the increase in, for example, health care support apps. The owner of an web shop or a digital company that has a few employees spread out geographically could also find use for a system set up like this. When you are running a small company you often need to wear many hats. Maybe even you as the owner needs to handle customer support. So while it might seem difficult, a remote customer support is doable and something we will see more of in the future.

A remote customer support might even be beneficial if you think of some of the tech trends we see today. If you as a customer made a video call, would you rather see a boring office in the background? Or maybe it could create a better connection if the agent was sitting at a café or outside? Another benefit is the money your department would save if you didn’t have a large, stiff office that can fit all the agents. The truth is that 60-80% of the customer service budget goes to dealing with agents.

But I think the main benefit to a remote customer service is that you will have happier agents. The environment agents have to deal with is usually stressful and high pressure. If you have a calm surrounding then you are better able to focus on your customer’s needs.

But now I’m asking you, could you consider having a remote customer service? 

Connectel – the perfect remote customer service platform

You can of course create a customer support that is just as good as the traditional one. The omni channel strategy is equally easy to create, and you can read about that strategy here. You can connect many well known systems, like CRM systems or ticket management systems to CEC. You have support systems, like our brand new speech analytics functionality and our scripting tool. Integrating everything you can do with CEC into your process means that you almost do not need your team leader. But if you would need to contact him or her, then we have a chatting tool in the platform for co-workers.

When you buy the platform it’s empty, but you can shape it into something unique for what you need. We at Connectel will always be here to help you figure out what you want and need. We have a lot of ideas about setups and you know your business. If you could build the perfect customer service, no matter how complicated it seems, how would you do it?

Anna Itzel - marketing manager at connectel
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