What is Follow-the-Sun Model? Implementing a Follow-the-Sun Model for Global Customer Support
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Businesses that rely on remote support and global customer service understand the importance of operating around the clock. In this article, we will explore what a Follow the Sun model is and provide insights on how to implement it effectively in your company.
Understanding the Follow the Sun Model
The Follow the Sun model is a global workflow strategy that allows companies to handle customer issues seamlessly across different time zones. By leveraging this approach, businesses can increase responsiveness, minimize delays, and provide round-the-clock customer service. The concept behind it is simple: businesses need to conduct operations in those areas as the sun shines over different regions, ensuring that customer requests and communications are promptly addressed.
Picture a relay race, where the baton of work is passed from one team to another as the sun sets in each region. With the follow-the-sun model, your organization taps into a 24-hour work cycle, maximizing collaboration and achieving lightning-fast results. Say goodbye to time zone limitations and hello to a seamless workflow that never sleeps.
Previously, only large corporations with extensive resources could adopt this customer service approach. However, the reality is that implementing a Follow the Sun model is attainable for small to mid-size businesses as well. It can be achieved through various strategies and doesn't necessarily require multiple offices worldwide.
Determining if a Follow the Sun Model is Right for Your Company
To determine whether a Follow the Sun model suits your company's needs, consider the following key questions:
1. Assess the size of your team: If you have a small team that is still in the early stages of growth, providing global support might not be feasible immediately. However, you can start planning for it by evaluating your customers' needs and devising long-term support goals.
2. Evaluate the complexity of support issues: Determine whether the majority of your support requests involve simple, transactional matters or more complex technical challenges. Depending on the nature of the issues, you may only need to establish a globally accessible FAQ page or Help Center rather than maintaining a team on constant standby.
3. Identify the primary locations of your customers: If the majority of your customer base is concentrated in one or two regions, it's advisable to prioritize support in those areas before expanding globally.
4. Analyze ticket volume throughout the day: Utilize analytics from your customer service platform to gain insights into when you receive the most support tickets. If you notice a significant volume outside of your standard support hours, it may be time to consider implementing a rotational support model.
5. Explore the usage of mobile apps: Determine whether you can alleviate support volume by offering a mobile app. With a customer service platform that provides mobile access, you can stagger shifts between home and work, cover different time zones, and reduce the need to hire additional remote representatives.
6. Emphasize self-service options: Implementing self-service solutions is an excellent starting point for global support. Setting up a Help Center doesn't have to be overwhelming, and incorporating community forums allows customers to help one another, optimizing your support process.
7. Consider your industry benchmarks: Research how similar companies in your industry handle support. Analyze industry standards and customer expectations to determine the level of support required. Tailor your support model accordingly to meet your customers' needs effectively.
Implementing a Follow-the-Sun Model
While some companies opt for a traditional 24/7/365 support model, there are various tactics you can employ to meet global support needs. For example:
1. Staggered shifts: Companies like Zuora have successfully implemented a staggered support schedule across different time zones. By starting teams in locations like Colorado, California, and Beijing at different times, they achieve 24-hour coverage without requiring significant staff expansion. Utilizing private comments within support tickets facilitates smooth handoffs between teams.
2. Customized support structures: Each company's support structure will depend on its specific requirements. Prezi, for instance, operates with teams in San Francisco and Budapest, collaborating to provide 18 hours of coverage. Similarly, Solium's support aligns with global stock exchange hours to cater to their customers' needs effectively.
Best Practices for Follow the Sun Model
Here are some best practices to consider when implementing a Follow the Sun model:
Utilize dashboards and collaboration tools to keep teams informed and encourage seamless communication.
Implement a daily handoff system to ensure agent accountability and track performance metrics.
Invest in effective communication systems to facilitate collaboration between headquarters and regional support teams.
Designate team leaders for each group to handle immediate issues and provide guidance to the team.
Deliver consistent training experiences for all customer service agents across different regions to maintain high-quality support and create a sense of unity.
Adapt to different languages by leveraging tools like dynamic content to provide support in customers' preferred languages.
By embracing a Follow the Sun model and implementing these best practices, you can deliver exceptional customer service, irrespective of your company's size or industry. Remember to assess your specific needs, align your support strategy accordingly, and leverage technology to enhance efficiency and scalability.
Implementing the follow-the-sun model requires smooth coordination, effective communication, and collaboration among teams across the globe. By leveraging advanced technology tools, seamless handovers and information sharing become the norm. You'll witness a surge in efficiency, reduced response times, and heightened customer satisfaction. Get ready to leave your competition in the dust.