How a Virtual Assistant can help improve your Customer Service

As a business owner who is busy ‘doing’ the business stuff as well as ‘running’ the business stuff, you’re probably exhausted – mentally, emotionally, and physically.

Bet you didn’t see that coming when you decided to launch a successful business and be your own boss?!

There is light at the end of the tunnel and lots of ways that you can make the time you need to ‘do’ the business side of your business. Isn’t that why you got into business in the first place anyway?

Outsource to save you time

There are many business administration activities you can outsource to save you time, and we cover off on a multitude of these in other articles on our website. Read more about finance and accounting or business management

However, for this article, we want to focus on how outsourcing to a virtual assistant can help you improve your customer service.

So, what skills are we covering off on?

As we’re being customer-centric, we’re going to focus on two: client call management and CRM management.

How a VA can help manage your client calls

You have calls coming in to your business and you have calls that need to be made from your business.

You can hire a virtual receptionist who can follow a script and prompts and also provide a message taking service, or you can hire a VA who can be skilled-up in the areas of your business and answer all your calls and provide appropriate responses and follow ups. They can manage your inbox as well if you have email templates that need to be followed to give a holistic approach to managing your customer service.

Once you take the necessary time to train your VA, you can also have them manage outgoing calls by delegating regular sales calls or appointment setting or follow ups as required.

The key to effective client call management is putting in the time to train your VA so that they are across your business activities and services and can represent you and your business brand.

This doesn’t mean that your VA can’t ‘hit the ground running’, so to speak, as many VAs who offer customer service support already have a wealth of experience and knowledge in the area.

How a VA can help manage your CRM

Your customer-relationship management database is one of your most important assets in business.

Whether you’re starting out or you have a list that is in the tens of thousands, you need to make sure that your list data is clean. You may also need to spend time segmenting your list or confirming that your client contact details are accurate.

Some ways in which a VA can manage your CRM include:

  • Transferring data from one system to another 
  • Checking data accuracy and updating data as required
  • Creating and segmenting lists
  • Updating client interaction points and relevant notes 

When not managed effectively, your CRM can become outdated and meaningless. Best to get some support in this area (if you need it) before you reach this point.

Outsourcing, made easy!

We have many VAs who specialise in customer service support and have experience in a range of tools and processes that may be of benefit to your business.

It’s always a good thing to discuss the background that a prospective VA can bring to your business in order to ascertain if they will be the right fit for you.

Search our directory yourself or get in touch with our team to get matched with a VA who can help improve your customer service today.

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