How to Adapt Your Technical Support Strategy for the Hybrid Workforce
As businesses adjust to the new normal of a hybrid workforce, technical support teams must also adapt their strategies in order to ensure employees remain productive and supported. With more people working from home than ever before, it’s important for companies to make sure they are offering the same level of helpdesk support as if everyone was in office. Thankfully there are some simple steps you can take that will help your team provide excellent service regardless of where staff members may be located:
#1 – Invest in remote access tools (RATs)
Having reliable remote access tools is essential for providing top-notch technical assistance remotely or onsite. These solutions allow helpdesk staff to quickly connect with users no matter where they might be located and troubleshoot any issues without having direct physical contact with them or their equipment.
#2 – Utilize cloud-based software
Cloud-based software allows tech teams easy access into customer systems so they can diagnose problems quickly and accurately even when offsite locations aren’t available for physical visits by technicians. It also ensures data security since all information remains securely stored within the cloud instead of being left vulnerable on an employee’s personal device.
#3 – Automate processes whenever possible
Automating certain processes such as ticketing requests, password resets, etc., helps streamline operations while freeing up valuable time that would otherwise have been spent manually handling these tasks every single day. This not only improves efficiency but also reduces overall costs associated with providing quality helpdesk service across multiple locations simultaneously.
#4 – Train staff on best practices
Training your staff properly is key when adapting a strategy for a hybrid workforce environment because it sets clear expectations about what needs done during each shift. Everyone knows exactly how best to serve customers efficiently and effectively, regardless of whether it’s over phone, email, live chat, etc.
#5 – Create self-help resources
Self Help Resources like FAQs and How to Videos offer customers quick resolutions at times when waiting isn’t feasible due to tight deadlines or other urgent matters. They’re especially helpful because users don’t need anyone else’s assistance, nor do they need additional training which makes them ideal solutions during times like these.
#6 – Monitor performance metrics
Monitoring performance metrics regularly helps identify areas needing improvement which then allows tech teams develop better ways handle customer inquiries faster & more efficiently – even from afar.
Related content: What is a Customer Health Score (CHS)?
#7 – Outsource your less complex technical support queries
One effective way to free up time for your helpdesk staff is to outsource less complex technical support queries to a third-party service provider, like us! By doing so, you can offload routine queries to a specialized team that can handle them more efficiently, leaving your in-house technical support team to focus on more complex cases that require greater expertise and attention.
Related content: Can (and should) you outsource technical support?
#8 – Get feedback from your employees regularly
As businesses adapt to the hybrid workforce, it’s important to involve employees in the decision-making process. By regularly seeking feedback from your team, you can gain insights into the biggest challenges they are facing when it comes to technical support. This feedback can be used to refine your technical support strategy and ensure that your team is able to provide the support that employees need to be productive. Additionally, involving employees in the process can boost morale and help create a sense of ownership and pride in the work that your team is doing.
#9 – Be willing to try new things
In the hybrid workforce, it’s important to be flexible and adaptable to changing circumstances. One way to do this is to try new support channels and methods that might not have been used in the past. For instance, social media platforms can be a useful way to provide support since they already have built-in functionalities like file sharing, screen sharing, and video chat. By experimenting with different methods, you can find the ones that work best for your team and your employees.
#10 – Help ensure a smooth transition between on-site and off-site staff
It’s important to develop comprehensive policies that outline expectations and protocols for working remotely. These policies should cover areas such as communication protocols, security measures, and the use of company equipment.
#11 – Encourage self-learning and professional development
This can be done by providing employees with access to relevant training materials and documentation that they can use to improve their skills and knowledge. By encouraging self-learning, you can help your team become more self-sufficient and independent, which can improve overall productivity and efficiency.
By following the steps outlined in this article, including investing in remote access tools, utilizing cloud-based software, automating processes whenever possible, training staff on best practices, creating self-help resources, and monitoring performance metrics, you can provide excellent technical support in a hybrid environment.
Moreover, outsourcing less complex technical support queries to a third-party service provider like Digital Customer Care Company can take some of the burden off your in-house helpdesk staff who are working remotely or in a hybrid capacity. We can handle routine queries more efficiently, leaving your in-house team to focus on more complex cases that require greater expertise and attention. By leveraging our expertise, you can provide high-quality technical support to your employees while freeing up your in-house team to focus on more pressing issues. Find out more.