How it should work

Customer Services

Every small to medium business owner sometimes feel that running a business would be much easier if it weren’t for all those customers?

Providing 24/7 customer support in different time zones even during holidays is a daunting task especially for a small online business. Still, keeping customers happy and satisfied is vital for your business success.

The key difference between a “solopreneur” (someone who is the only person in their business) and a business owner is a team!

Whether you hire a single Virtual Assistant or you build an entire team of virtual staff, outsourcing to remote team members can have a significant impact on your productivity and the growth of your business.

Here are some of the main duties a Customer Service Virtual Assistant can perform and help your business reach new heights:

Support

  • Tactfully handling customers’ complaints.
  • Responding to positive or negative reviews.
  • As an additional point of contact for your clients.
  • Liaising with suppliers.
  • Your Virtual Assistant can provide assistance when possible and notify you when your expertise is needed.
  • Responding to customers’ queries via phone or other means of communication quickly so that they’re not left hanging, as well as directing important calls to you.
  • Setting up support desk and website chat.
  • Creating tickets, responding to them and closing them upon completing the tasks.

Admin

  • Taking the routine admin off your desk. Which will give you more time with your clients and their needs.
  • Documenting processes and procedures to ensure standardisation in the way customers, services and products are handled.
  • Making sure your invoicing and reconciliations are up to date so you can discuss problems with clients sooner, rather than later (and be certain that outstanding issues are actually outstanding).
  • Distribute and gather paperwork associated with new client relationships (proposals, contracts, checklists etc.) and chase them when not received promptly.
  • As an external point for communications and backups in case of problems with your office. Your customers will always be able to contact someone. And you’ll always have access to important documents.

Personal Assistance

  • Contact clients personally when you’re running late for appointments. A Virtual Assistant can reschedule your day while you are attending meetings.
  • Liaising with your clients assistants to ensure you’re both on the same page when it comes to projects & meetings.
  • Helping you to automate some of your customer care systems by integrating certain tools into your website.
  • Creating and setting up autoresponders.
  • Doing any other necessary tasks to ensure customer satisfaction.

Soft Sell

  • Keep your CRM updated with client details (including occasionally checking with clients to ensure their details haven’t changed).
  • Answering customers’ questions in real-time via live chat to encourage and reassure those who are nearly ready to make a purchase by providing human support (yes, chatbots can come in handy at times, but they have their limitations and human support is still irreplaceable).
  • Guiding customers through the sales process via live chat while they’re on your website to increase conversions.
  • Identifying opportunities for upselling and cross-selling while interacting with your customers via live chat during the sales process

"Making a customer experience investment should not be considered a business cost, but a sales opportunity. The pennies that go into developing a better customer experience will come back to you ten times over in sales"

International Pricing Guide