3 Tips for Managing Global Support Teams

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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.


Many companies establish global customer service operations by starting with 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 belarus phone number list 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.

This is becoming even easier to do now that app marketplaces offer a streamlined way for customer support leaders to see what’s most appropriate for their global teams.

2. Prioritize communication and collaboration
Let’s say an agent who’s based in France discovers a new way to solve a common customer challenge. Their insight could benefit the entire company. But that only works if they’re able to easily share it with the rest of the global team.