Implementing Hybrid Customer Service

The COVID-19 pandemic has changed many industrial operational models. Most work activities in the office have shifted to online interactions. However, is it possible for company representatives to work from home or at least on a hybrid basis?

Currently, quite a lot of employees are looking for hybrid work opportunities, including customer service teams. Hybrid customer service may work across different geographic locations, but still provide delightful customer support.

Customer service teams can work more easily thanks to the use of artificial intelligence (AI) and self-service support services such as chatbots and information centers. Being aware of the different roles of a hybrid customer service team can provide ways to manage the team better.

How to Implement Hybrid Customer Service

Customer service duties are often more synonymous with face-to-face representation with customers. Even so, changing times have made it possible for companies to implement hybrid customer service in the following way.

1. Replicate the environment like face to face

When working hybrid, you work in a space that is physically separate from the rest of the team. To create an effective work balance, most experts provide some of the same tips. You need to create an environment that resembles or replicates a face-to-face experience, for example with collaboration and interaction.

One example of the interaction in question is normalizing ad-hoc virtual meetings if necessary. This replaces the brief moment of questions asked by one team member to another member.

2. Communicate everything within the team

The nuances of virtual communication can cause misunderstandings and confusion that can be detrimental to customer service success. That's why communicating everything (over-communicating) is key to ensuring everyone on your team gets the information they need.

There may still be questions, but being as clear as possible about everything will make it easier for customer service to get specific answers.

3. Don't ignore the little things

There are things that can only be done while working in the office and are not an option for remote and hybrid employees.

If you are in the office and lead a team that works remotely, understand that they do not have the option to do things that may be considered unimportant.

With hybrid teams, ensure that everyone is always involved. For example, ensuring that every meeting invitation contains a Zoom meeting link so that teams who are not present do not feel isolated. Avoid having other conversations with participants attending face-to-face without being overheard by participants attending online.

4. Prioritize one-on-one sessions

Hybrid teams should have one-on-one sessions with their managers. This session is a good opportunity to find out things that can affect team members. If you miss it, you may not be able to understand it because it is in a different location.

If you only meet with remote employees once a week via Zoom, take advantage of the opportunity to learn about their experiences and fully communicate important information. Try to provide empathy so that employees who work hybrid don't feel isolated.

5. Empower the team well

Both hybrid, remote workers and face-to-face workers require individual self-development. Maybe you can see employee development more easily when working in the office, but working remotely is not an excuse not to develop yourself.

Therefore, you need to facilitate your team well to encourage employee empowerment. Provide adequate access to information with the help of sufficient tools to accommodate collaborative needs. What is no less important is giving confidence to all team members to complete their tasks.

6. Set boundaries and expectations

If done in the same place, it is very difficult to separate work and personal life. You may also open your laptop after working hours due to time zone differences.

This can actually be overcome by setting working hours that can be accessed publicly. Usually, you can set your working hours on your calendar so that you can only be contacted during the available schedule.

7. Have fun together

It can be difficult for remote employees to stay connected with team members, especially if it's all about work. Give people a chance to get to know each other. This can be as simple as having a chat after the monthly meeting to chat casually or ask an ice breaking question.

So, those are some things you can do to implement hybrid customer service in your company effectively. Like other jobs, customer service can also work remotely with the availability of sufficient support and resources from the managers and companies involved.