According to a survey by Owl Labs, 52% of employees around the world report working from home at least once per week, with 21% working from home more than once per week, 18% always working from home, and 13% working from home one day per week. This trend clearly signifies how the global workforce has adopted and embraced remote work.

Can customer service agents work remotely?

The answer is a resounding yes! Customer service like other business functions can be done remotely, provided your company follows the right strategy, adopts sound processes, and invests in the right tools to onboard and train remote employees. Especially in a time of global crisis like this, remote support is surely the way ahead. If you want to successfully build and scale your remote service team, you will need to focus on a couple of different things, such as hiring the best remote workers, managing SLAs across timezones, using the right collaboration and video conferencing software, and ensuring your remote team stays motivated and productive at all times. We've consolidated a bunch of useful resources that will answer all your questions on remote customer service, and will help you get started right away!

Resources to get started

How to launch your remote service team

This detailed article covers everything you need to know about starting your remote service team. From the evolution of remote support, to the challenges remote employees can potentially face, this is your one-stop-shop for all things related to remote service. Here's a broad overview of what you'll find in this resource:

  • The challenges facing remote support
  • Hiring the best people for your remote service team
  • The need for adequate training, motivation and engagement
Launch your remote team Launch your remote team

20 tools your remote service team needs

Remote service teams work across geographies and timezones, and can face trouble in collaborating and working together with other internal teams. To help them stay on top of customer problems and collaborate efficiently, they will require advanced tools, the best of which are covered in this guide:

  • Communication and project management tools
  • Storage and networking tools
  • Scheduling and time tracking tools, and more
Tools for your remote team Tools for your remote team

Onboarding remote customer service agents

You need to rework your thought process when it comes to onboarding a remote support team. The traditional training programs will not work, and you require a fresh approach. This article discusses a few of the tried and tested ways to successfully onboard remote customer support agents such as:

  • Figuring out the timezones the agent is expected to work
  • Having proper communication processes in place
  • Charting a clear set of guidelines on their goals and KPIs
Onboarding remote team Onboarding remote team

Resources to help you scale effectively

6 tips to scale a world class remote service team

If your support team is already working remotely, what more can you do to make their experience better and help them deliver more stellar customer moments? We discuss a few strategies to help you scale your remote support team such as:

  • Designing internal processes for efficient ticket routing and SLA management
  • Implementing the right cybersecurity measures
  • Monitoring and tracking relevant KPIs
Scaling remote team globally Scaling remote team globally

Keeping your remote team productive and engaged

When your remote service agents are working from the comfort of their homes, monotony is bound to kick in as social interaction is minimal. Follow the tips discussed in this guide to learn how you can keep your remote support team productive and motivated. Here's what this article looks at:

  • Training your team on time management
  • Instilling a positive mindeset to encourage productivity
  • Helping your team prioritize tasks to ensure an optimal work-life balance
Remote team productivity Remote team productivity

The global guide to service etiquette

Customer expectations vary widely around the world. This guide contains country wide best practices to help your remote support agents avoid costly mistakes and create the best impression possible. Here's an overview:

  • Support etiquette for 21 countries
  • Common customer expectations 
  • Specific Do’s and Don’ts
Customer service etiquette Customer service etiquette