Pros and Cons of a Remote Support Team

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Remote Office is a hot topic recently, as the current circumstance of the coronavirus outbreak, most of the organisations requested its staff to work from home to reduce the risk of infection. Work from home is not only about how you work effectively with your colleagues remotely but also about how you can serve your client’s requests when you are not at the office. Therefore, remote customer service tools are needed. However, remote working also comes with several challenges. Here are the common problems of what the teams mostly facing:

1. Do you have support teams that work remotely? What are the challenges you associate with them?

Some of the team leaders may think that It might be challenging to get work done because not everyone is kept updated. Someone might feel left out. Of course, there is the usual worry of not everyone working properly and of people not being accountable. We have a few tips for dealing with all these problems:

  • Keep people updated on what’s happening. The more well-documented everything is, the easier it is to follow up on tasks.
  • Ensure that everyone feels included. This will improve team morale. Have periodic meetings to ensure this.
  • Account for time differences between regions, both while contacting people and while setting deadlines.
  • Face to face interaction may help your employees feel more connected though this is not always true.

2. What processes and tools have you used with your remote teams?

Remote working is often more complicated than working with the entire team in a single location. However, there are a variety of tools available to make things easier. These remote monitoring tools help you ensure that your team is being productive and working when they are supposed to. Freshdesk is one of the best tools for handling customer’s enquiry.

  • You can use remote monitoring tools and also try to put in place the following processes to make sure remote working is smooth for managers and team members:
  • Schedule regular calls and catch-up sessions with all team members. 
  • Have well-defined channels of communication, such as one for conference calls, one for casual team chatting, one for sharing files, and the like.
  • Use productivity apps for splitting up tasks in a project and assigning them to people, as well as tracking their progress. Asana is a popular tool for this. 

3. Can you maintain team/company culture across different locations? What are some ways to do so?

A company is often defined by its culture. This shapes its employees, its working environment, and the relationships within and between teams, among other things. While it is hard to create and maintain an influential culture among employees across locations, quite a few members of our community have managed to do so successfully. Here’s what they recommend:

  • Culture is built on attitude, so ensure that everyone is feeling positive. You can do so by celebrating team achievements, having dedicated time for interacting with each other, and fostering an encouraging environment.
  • Ensure your company culture is something that has been documented and is often talked about with your employees. You can do this via newsletters, one on ones, and in team meetings.
  • Have channels for informal interactions about subjects outside of work, so that your team can bond better. Encourage remote employees to meet often if they’re living in the same city.
  • Try and organise periodic get-togethers and meetings for all remote.


Want to know more about the remote office solutions? Feel free to contact us today! Email: Phone: (852) 3589 6700


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source: Freshworks blog

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