There is a new trend in customer service coming to the forefront—the era of outsourced customer support (virtual assistants). As a business owner, you have more than just traditional email, phone and chat channels to serve your customers. E-commerce sites are seeking better calls to action for live chats, help desks, or even video broadcasts. You want more. You want a better experience, and your customers do too.
Today’s Era of Customer Service
Unique importance of Customer Support Virtual Assistants
Customer service and outsourced customer support virtual assistants have been around since the early days of virtual assistance. But now, you have the ability to hire a dedicated agent or team of agents to serve your growing customer support channel needs.
Not only will they provide better customer satisfaction across every channel, but they do it at a lower cost than in-house or outsourced customer service agents.
This arrangement is proving so effective that many companies are re-evaluating when and where to outsource their help desk services and customer support functions. Companies like Apple are even outsourcing their live chat channels on the company website for better service to their customers worldwide.
But while the benefits of virtual customer support assistants are clear, there are ways to make sure you have the right people for the job.
To best define and understand what makes a virtual customer support assistant effective you must first understand the three things every virtual assistant must know, very clearly.
Here is a quick reminder of these three things:
1) Process Efficiency
Process efficiency is key to understanding the most efficient way to serve your clients, because every minute counts. Your support agent must understand task management, time-saving technology solutions, and advanced customer communication tools. They must know how to reduce call deflection across channels while still providing exceptional service. Meanwhile, with this efficiency, the cost of a full-time virtual assistant is also up to 70% less than a traditional employee.
2) Customer Communication
An outsourced customer support assistant should know your customers inside and out. They need to understand each of your customer’s pain points to create the best experience possible. Outbound communication outlets like social media, content marketing and blogs are much more effective when handled by a virtual assistant who understands your brand, products and services. Remotely live chatting with customers or speaking in a real-time video broadcast are two forms of digital communication that support agents must know how to use properly.
A reliable virtual assistant will be able to carry out their responsibilities without dropping the ball. You have a lot riding on these customer service assistants. Trust them and empower them!
The last thing you want is a support agent that simply answers questions, without giving you any context or background about your customers or why they are contacting you for help.
You want an agent that takes an active role in helping your customer reach their goals, while also sharing the right information at the right time and place. As a business owner, you want it all – better service at a lower cost than hiring in-house agents and you have it!
There is no doubt that your business needs to consider outsourcing some or all of your customer support functions. The only question that remains is: how much should you outsource? And where should you start? That is something only you can decide. But the good news is there are plenty of virtual support solutions out there.
See For Yourself: A Closer Look at Virtual Assistants
The popularity and acceptance of virtual assistants will grow over the next decade. It is estimated that, in 2020, 40% of the entire US task force are virtual professionals. Today’s use cases for these task-oriented professionals are vast. “Freelance virtual assistant services” will be one of the biggest industries in terms of employment and global revenue by the end of the decade.
“Outsourcing makes the hustle better — because you’re not burdened with many/growing expenses that you’ll need to figure out how to cover and hit profit”
Focus on your growth & scale your operations
ENVISIONING OF A NEW REALITY FOR YOUR BUSINESS
Simply put, MyOutDesk equips entrepreneurs & business owners with tools, strategies, and virtual employees – and when combined, businesses have a competitive edge and find growth while efficient systems and processes are put in place.
MyOutDesk proudly provides additional free business growth guides, books, and strategy calls.
See what we are about, and schedule a free ‘Double Your Business’ strategy consultation with us. We’ll take the time to learn more about your business and offer solutions to foster top talent and lower operational costs for your company.
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Did You Know? MyOutDesk’s origin story is set during the last global financial crisis of 2008. Yes, that’s right — our business started by scaling businesses with virtual assistants during a recession! Our first client in 2008 went from five to seventeen VAs with a completely revamped organizational model in short order, and he told MyOutDesk, “Our virtual professionals have shaved $250,000 off our monthly overhead.”