Tips for Managing Global Support Teams
Posted: Tue Feb 11, 2025 8:07 am
Reduce customer churn by providing a consistent, reliable support experience
Boost referrals and advocacy by improving customer satisfaction and NPS
Increase revenue by building upon customer trust with additional offers and upgrades
Ultimately, if organizations invest in their global support team, it can lead to higher customer satisfaction and—as a result—higher profits.
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Many companies establish global customer service operations by starting with uk phone number list a single regional team that’s managed locally with input and direction from the company headquarters. As you develop and codify best practices, you can replicate regional teams in all the markets your brand exists or plans to expand.
Here are three of the top priorities that should be on your to-do list:
1. Invest in the right business tools
The primary equipment for customer support agents was once limited to a cubicle, a desk phone, and some product documentation. Serving customers around the world requires rethinking IT foundations and the specific tools agents use every day.
Research from Deloitte Digital found that while 32% of contact centers are using cloud computing today, 75% expect to make the move over the next two years. Unlike the constraints of on-premise software and infrastructure, the cloud offers organizations great flexibility to handle a variety of workloads, particularly in highly distributed environments.
Moving to the cloud also sets the stage for customer support leaders to explore a variety of other technologies that could empower employees in regional settings, including AI, CRM workflow optimization, and robotic process automation.
Boost referrals and advocacy by improving customer satisfaction and NPS
Increase revenue by building upon customer trust with additional offers and upgrades
Ultimately, if organizations invest in their global support team, it can lead to higher customer satisfaction and—as a result—higher profits.
3
Many companies establish global customer service operations by starting with uk phone number list a single regional team that’s managed locally with input and direction from the company headquarters. As you develop and codify best practices, you can replicate regional teams in all the markets your brand exists or plans to expand.
Here are three of the top priorities that should be on your to-do list:
1. Invest in the right business tools
The primary equipment for customer support agents was once limited to a cubicle, a desk phone, and some product documentation. Serving customers around the world requires rethinking IT foundations and the specific tools agents use every day.
Research from Deloitte Digital found that while 32% of contact centers are using cloud computing today, 75% expect to make the move over the next two years. Unlike the constraints of on-premise software and infrastructure, the cloud offers organizations great flexibility to handle a variety of workloads, particularly in highly distributed environments.
Moving to the cloud also sets the stage for customer support leaders to explore a variety of other technologies that could empower employees in regional settings, including AI, CRM workflow optimization, and robotic process automation.