How to manage a remote customer support team?

At the beginning of 2020 home office was on everyones’ lips. Pandemic has forced many companies to switch to remote work. 

Today the situation has normalized. Some companies continue to work remotely, while others work in a hybrid model. Employees got used to carrying out their duties from home and, at least in part, want to continue doing so there.

However, you cannot deny that this is an organizational challenge.

Below you will find tips that will help you provide your team with the best possible conditions for remote work.

Take care of internal communication 

Remote communication is much more difficult than in the real world. Fortunately, there are many ways to eliminate any problems. 

Of course, the key is the right tool to enable the efficient flow of information.

However, you can’t forget to frame your communication. Organize regular meetings – both for the entire department and individual. They will allow you to learn about the needs of your employees – also in terms of remote work.

Implement a customer service system

An automated system will help your employees work remotely while providing a higher level of service to your customers.

It will skillfully classify customers’ inquiries, assigning them to the most competent consultants. Thus, the division of duties will be automatically crystallized.

Thanks to solutions such as: automatic reply to customer messages, creating response suggestions, sending automatic requests to send the necessary documents or collecting inquiries history, consultants will not waste time on trivial activities.

By working from home, they will be able to focus on tasks that really require their creativity. And they will have favorable conditions for this concentration.

Use a virtual assistant 

When working remotely, employees do not have a colleague next to whom they can turn for help. A virtual assistant will be there at their beck and call – even before they ask. 

It will automatically suggest answers to customer questions and, if necessary, answer them itself. 

Automate repetitive tasks

Employees don’t have to be in the office to answer customer questions. Moreover, they don’t have to deal with the inquiries themselves – artificial intelligence can do it for them.

This will greatly facilitate the work of the department working remotely. Instead of carrying out tedious tasks, they will be able to focus on specialized counseling. 

Read also: Automation of customer service processes. What benefits can it bring?

Create a knowledge base

Customers contact the customer service department in your company every day. Each interaction brings new experiences, and thus – knowledge. 

Building a knowledge base will help both your consultants and artificial intelligence. 

Ideally, the knowledge base on the frequently asked questions should also be available to customers. For modern consumers, the possibility of self-service is very important. 

Set measurable goals

To properly manage your remote team, you need to verify its performance on an ongoing basis. Only this will allow you to determine whether the chosen actions bring positive results.

What is worth measuring in the customer service department? Read our article.


Remote work has many advantages – and not only from the employees’ perspective. As an employer, you save money – for example on the cost of renting an office. Employees take holidays and sick leaves less frequently. Their job satisfaction increases and turnover decreases, so you don’t have to worry about constant recruitment.

Remember that technology is on your side!

Find out more about AI Busters tool, thanks to which you will improve customer service in your company.