What is remote service and what are the benefits of this method for your company?

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What is remote support?
How does remote support work?
How can remote support help my company?
1. Fast and efficient service
2. Saving time and money
3. Better adaptation of working hours
4. Agility in service
What precautions should I take during remote service?
Listen and ask questions
Don't forget empathy
Communicate clearly
Explain the situation
Invest in a quality customer service system
Hey, does your company invest in remote service ?

With the arrival of the pandemic caused by the new coronavirus, terms such as home office and videoconferencing have become part of our routine. But it was not only in the moj database environment that technology became more present.

From grocery apps and streaming services to medicine, everything has gained a remote option. Remote medical care, called telemedicine , has even gained its own regulations to avoid unnecessary visits by patients to doctors' offices and hospitals.

In other words, if remote support wasn’t already part of your routine, it’s now essential . But what is remote support? What are the benefits of this type of support? What tools can help? All the answers are below, keep reading!

What is remote support?
In short, remote care is when the entire process is carried out in a non-face-to-face manner. As the name suggests, in this type of care, the person will be assisted through technology instead of having a professional come to their home.

How does remote support work?
To receive this type of service, you just need access to a communication tool such as a telephone, email or an online chat system . With this contact, the professional will provide guidance to resolve doubts and problems that a person may have.

Imagine, for example, that Ana discovers that her computer is no longer making any sounds. Instead of having to go to a technician or have a professional come to her home, she contacts the manufacturer of the device via chat and receives instructions on how to update the system, which solves her problem in less than 5 minutes.

How can remote support help my company?
After understanding what remote service is, let's look at the benefits this practice offers to your company and your customers?

1. Fast and efficient service
Ana's computer is a great example of how customer service can be efficient and agile without losing quality or customer care . By being able to help people remotely, the customer doesn't see their problem turn into a huge headache.

2. Saving time and money
Every company is looking for ways to offer their products and services with the same (or better) quality at a reduced price – and remote support is the answer!

With it, fuel and vehicle costs, as well as the time spent on commuting by professionals , are drastically reduced.

It is also possible to save even more by implementing home office for customer service employees, reducing expenses such as transportation vouchers, as well as energy and water in the company.

Read also: Understand how technology can help reduce business costs

3. Better adaptation of working hours
Since we're talking about home office, it's also worth remembering that this remote work model also makes it easier to organize work shifts.