Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.
At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.
Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.
Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.
If you’re like most organizations over the past few weeks, you’ve received orders (whether government-mandated or from your leadership team) that have forced your team to work remote for the foreseeable future. While remote work can be challenging for any team not used to working outside of an office environment, it can present unique challenges to customer success teams who need to stay connected with each other and with external customers.
Here are three big ways remote working impacts customer success teams:
For some customer success teams, it can be hard to stay ahead of critical customer projects even when everyone is in the office together. When your team is remote, leaning over to the desk next to yours with a question is impossible, and hunting down answers isn’t quite as easy. Customer success teams must have fail-proof project tracking tools in place – including visibility into who is responsible for what tasks – to ensure everyone knows exactly what they’re accountable for while remote.
Unfortunately, customers won’t care that your team is switching up its working arrangements and working remote. Customers still expect an extremely high level of service and dedication from vendors, and this sentiment is even more true now that there is so much uncertainty from outside factors. There are going to be customer issues and questions and having a plan in place to mitigate these issues is key for remote teams. While one conversation with every member of a remote customer project team could be overwhelming for a customer, having a single point of contact to relay information and responses ensures the customer doesn’t feel overlooked in this time of panic.
Last but certainly not least, communication should not be left to fall to the wayside during periods of remote work. At every level of a team and, in reality, a business, communicating effectively and clearly is now more important than ever. While executives, department heads, and team leaders should be clearly communicating internal protocols and changes with the team, customer success managers must be even more diligent on relaying significant updates and communications to customers. This could means sending weekly (or even daily!) updates to clients via email or extending weekly checkpoint calls to an hour instead of thirty minutes. By over-communicating with customers and keeping them informed during this time, customer success teams can prove they’re dedication and resilience during a time of unrest.
While working remote for an extended period of time can seem daunting at first, with the right tools and resources customer success teams can seamlessly transition from in-person workflows to fully remote processes without a hitch. Having a plan in place that doesn’t impact customers and continues to provide them with the highest level of service possible is paramount. You can learn more about dealing with remote work plans here.
