Virtual Assistants: The Key to Customer Service Success
Virtual assistants are one of the best cards that any business owner can play nowadays, especially considering that after the revolution that 2020 brought to the whole world. Today we are enhancing the use of technology to be closer either to our loved ones or to our favorite brands.
In this sense, virtual assistants play a fundamental role in the development of better communication channels with your customers.
If you want your customer to have an excellent experience with your brand, you must provide personalized attention in each of the stages they are in, whether they are learning more about the type of product or service you offer, if they are considering the benefits of different brands or suppliers, or if they are already your customer and you are providing the best experience, your virtual assistant can accompany you in any of these stages either designing, managing or executing the tasks of customer service.
In order to serve your customer, you can use different channels depending on which ones work best for your company.
Webpages and their Options
Websites provide you with options to offer personalized attention to your customers such as forums, chats, or blogs. Your customers can even communicate with you through forms that will arrive directly to your associated email.
Let’s take a closer look at each option:
On your website you can enable forums to answer questions and provide support about your product. The idea would be to leave a space open for users to ask their questions and your virtual assistant can be in charge of answering them, taking into account all the necessary details about your products. To do this, you can provide training in specific areas and have a white paper that can be consulted for specific data.
From the moment we were able to write messages, the way we communicate with our customers also changed. If we think about the majority of buyers today, we will definitely find that they are millennials, people who feel very comfortable resolving doubts through written media, and if they offer the immediacy of a chat, even better.
Blogs are an incredible tool to get in touch with your buyers. You have the possibility to educate, inform, debate, generate sales, and address the questions of your prospects or customers.
After each post, in addition to having the option to share the article, your readers can leave comments as feedback, or ask you any questions.
Your virtual assistant can be in charge of moderating your blog, answering questions, channeling requests, promoting sales, or even scheduling appointments based on the comments on your blog.
Either because you have a form for suggestions, to contact you, or to schedule appointments, all this information will arrive at your associated email. And guess who can manage your email? That’s right, virtual assistants can organize your email, channel appointments, answer questions, among other things.
One of the main tasks of a virtual assistant in an organization is to manage emails. This way you are saving a lot of time that can be invested in much more demanding tasks of your attention.
One of the tools that is a must-have for any business today is social media. Though you do not necessarily have to have all of them, it is necessary to have at least one that allows you to maintain daily contact with your customers, be it YouTube, Facebook, Instagram, Twitter or any other. The most important thing is to create a direct channel with your customers or prospects so that they feel personalized attention and that you really care about them.
A virtual assistant can take on the role of community manager for you so that you are in constant contact with your audience and don’t miss the opportunity to let your audience know how important they are to your brand.
Another way to keep in touch with your customers is if you have a mobile app. Users who use it constantly will be leaving reviews which represents a golden opportunity to improve your offer, answer questions, and resolve problems. It is another way to maintain personalized contact with your customers and something that your virtual assistant can definitely do for you.
Last but not least, let’s talk about traditional inbound calls. Whether you have a startup or if your company is already fairly large, you may prefer to keep your customer service directly by calls since that is the profile that is handled in your company, and for this, you can use a virtual assistant.
Now, if you need more than one person, we could say that the best thing to do is to focus on customer service agents. In general, these are people who have already had experience in handling inbound calls and who know how to deal with customer requirements. The only thing you need to take care of is training them on your product and specifying expectations.
There is Talent Suits You
Whether you need a virtual assistant or a customer support agent, we are here for you! We specialize in getting the best match for our clients. Check out our monthly plans for Virtual Assistants and book a call with our director Claudia to see what we have in store for you!