The top 4 challenges remote support agents face during this time are:
1. More requests for agent.
Many support organizations are operating with limited staff for various reasons, and others that are able to operate have to carry increased workloads. This means they cannot afford to lose time.
2. Quick search for customer context.
The easiest way to disappoint a customer is to ask them to repeat the problem again. If a customer called or emailed yesterday and is now on chat, you need to quickly check the last conversation.
The tool should provide your agents with information about recent interactions, as well as products purchased or open deals, all in one view, without leaving the chat, ticket, or call window.
3. Lack of quick help from managers or colleagues when you don’t have an answer.
When you work side by side in an office, you can quickly mute a conversation or simply lean in and ask questions of a colleague or manager while answering emails and chatting. When you're at home, you don't have that luxury.
4. Get quick answers to answer customer questions via chat, phone or email.
When you work alone, it becomes more stressful and tiring if time is wasted looking for answers. Valuable time that could be spent solving other problems is wasted looking for solutions.
Vtiger CRM can solve the above problems, whether your support team handles phone calls, chats or cases, with features such as FAQs, articles, internal comments and One View. Having these powerful tools available to your support team will help ensure smooth communication between colleagues, no matter what department they work in. The ultimate goal is to delight your customers and reassure them that even at this time, you are always there for them. With Vtiger CRM, this goal can be achieved confidently and easily.
Find relevant information with Vtiger's One View
Vtiger's One View is a powerful tool that helps your support team get a complete picture of a customer's previous interactions with your team. When a customer contacts your support team, all related records for that contact are conveniently located on the right side of the screen, including valuable contact information.
Help Desk Summary (1)
Your support team will have all the content they need to get a 360-degree view with One View. Check out some of the features of One View below:
While working on a case, your support team can use One View to view previous chats, phone calls, and cases related to that contact.
Support agents can easily create cases from chats, allowing them and other team members to follow the progress while having easy access to all chat transcripts associated with the case.
Speed up resolutions to recurring issues and help educate your team by reviewing relevant recordings.
Streamline your search for relevant information and records, reducing the time spent searching for records in other applications.
View key fields from related records with the ability to drill down into records directly from One View.
View all previous interactions a contact has had with your team and quickly identify which teammate worked on previous posts for quick collaboration.
One View provides most of the information you need about a contact and is a really great way to support your support team while working in isolation.
Built-in solutions with frequently asked questions and articles
Vtiger’s FAQs and Articles are a valuable resource for your support team when working remotely. FAQs act as a hub for all questions from your customers or within your team, while Articles contain detailed documents that your team can review, learn from, and share with your customers. While practicing safe social distancing, your support team will also be able to update the FAQ module to highlight their own solutions. This is a great way to build trust within your team, encourage teamwork, and add valuable content to your FAQ module. As new questions arise and new solutions are discovered, your team can rely on FAQs and Articles for answers.
Additional ways FAQs and articles can benefit your support team and improve productivity:
Your support team will quickly find the answers and solutions they are looking for when interacting with customers in real-world settings such as chats and phone calls.
Without leaving your CRM, find detailed documents that can be reviewed by your team and shared with your clients for greater clarity and transparency.
Solve more cases in less time, improving overall productivity.
New frequently asked questions and solutions can be entered into the CRM manually.
Resolved cases and requests can be turned into FAQs in just a couple of clicks.
Frequently asked questions and articles provide your support representatives with a wealth of information before they escalate issues or reach out to their managers for help.
One of the best aspects of FAQs and articles is their ability to meet the needs of your support team as your company grows.
Get help from your colleagues with internal comments
No matter how experienced your support agents are, there may be times when they simply don’t have the right answer to a customer’s query and can’t find a solution on their own. Working from home also creates dynamically different work environments that many team members are not used to and may not feel comfortable with. Support team members may be hesitant to ask for help through channels that may disrupt their colleague’s daily routine and schedule, causing unnecessary delays in resolving issues. Vtiger’s internal feedback can make a huge difference in the overall process of agents asking for help and team members providing valuable solutions.
In Vtiger, cases, chat transcripts, and call recordings have an internal comment feature where agents can post questions, solutions, or conversations to specific recordings.
Here are just a few ways internal comments can help your support team quickly answer questions:
Agents can mention specific users or groups who are seeking help, or provide answers to other agents who may be seeking help.
Mentioned users will receive a notification on their desktop and an email with the content of the comment so they can quickly respond.
Improve the accuracy of your agents' responses to customers, which will increase overall customer satisfaction by quickly receiving accurate answers to their queries.
Easily attach files and share links from a comment, with the ability to edit the comment for review after it's published.
Click the Collapse button to view all comments from the posts the customer is associated with to get a more complete picture of the internal discussions surrounding that contact.
With Vtiger comments, your team can communicate seamlessly and confidently no matter where they work.
In these times of different routines and workspaces, Vtiger aims to help your support team. Using these features will be extremely helpful in keeping your team productive, motivated and more connected than ever. For more information about Vtiger CRM or to start a free trial, please visit