How remote sales can help drive customer success

Never before has the focus on remote sales become crucial for businesses as with the current coronavirus situation. While this type of work arrangement was slowly gaining traction in the modern workplace, the pandemic has hastened its adoption. 

Now, companies, especially those that survived on face-to-face sales, must turn their resources into creating a remote sales process to stay afloat amid this economic crisis. You must take the time to map out your plan to maximize your revenue sources and provide the best service to your customers.

Aside from knowing the steps that you’ll take to improve remote sales, you should also invest in the tools with the right features and functions. Companies like Winning By Design develop training courses specifically for remote sales and customer success, which can help you achieve sustainable and future-proof growth.

In today’s digital world, you have to embrace technology and the new workplace practices that it entails. Otherwise, it might cost you your customers.

Here are the ways that remote sales can help drive customer success:

1. Centralized communication

One of the significant advantages of remote sales is that there’s a backup of the conversation between your representative and the customer. This can help boost customer success because you can backtrack on the discussion and figure out other solutions to the client’s issues.

This factor is particularly valuable for business-to-business (B2B) companies, wherein your relationship with the customer doesn’t end once they’ve purchased your product. You still have to provide support, especially when they encounter technical problems. If you sold them the product remotely, it’s easier to contact them, and vice versa, since there’s already a history of communication. With this, you help them succeed through your goods and services.

2. Increased efficiency

The tools and platforms that you need for remote sales can vastly improve your team’s efficiency and productivity. These days, communication is lightning-fast. A customer can send a quick chat to your representative if they have any inquiries, and, consequently, the agent can respond right away. This is useful, especially if your client is experiencing problems that will hinder their daily operations.

Plus, you should think about all the time that you and your employees save. By doing things remotely, like meetings, you won’t have to spend hours commuting from one place to another since you can meet virtually. You free up valuable time, which you can channel toward revenue-generating tasks, such as perfecting your sales pitch or reaching out to more prospects.

3. Decreased costs

You might think that investing in the right tools will cost you more. However, you should consider these devices as an investment. While the upfront expense may be considerable, you have to calculate the number of customers that you can gain when you switch to remote sales.

Take into consideration the other expenditures that you can avoid, such as gas, food, and even travel allowances for meetings out of the office. Additionally, you can significantly lower your overhead costs when you switch to a fully remote sales process. You must remember that you’ll still need to invest in tools and applications to set up an efficient home office for your workers. Nonetheless, this type of expense can generate a substantial return on investment (ROI) once your team has gotten the hang of the process.

Similar to your employees’ time, when you clear up some room in your budget, you can direct the funds to improve your customer service with the help of the right customer service software so that you can help set them up for success.

4. Empowered employees

Working remotely can pave the way for you to empower your employees. A manager’s physical presence, while in the office, can actually be a deterrent to a worker’s sense of autonomy, especially if the former keeps on hovering over their team members’ shoulders.

When your employees work from home, you can remind them of their responsibilities to the company. They should understand how their hard work contributes to the growth of the brand. If this emphasis is highlighted, you can expect a surge in productivity, especially when coupled with the right tools and resources. Empowered employees won’t feel like ordinary team members. Instead, they’ll be more emotionally invested in the company. This can greatly benefit your customers since your representatives can help them wholeheartedly.

Conclusion

When you opt for a remote workplace, you have to make sure that your employees have the right tools. This way, they can help your customers succeed, especially when it comes to using your products and services. This move can boost the efficiency of your team, while decreasing overhead costs. Ultimately, the overarching goal of remote sales is to free up your resources so that you can provide more support to your clients.