How Virtual Assistants Can Boost Help Desk and Customer Service

by Kristen White Blogger

With processes designed to streamline all aspects of your business, a support team that’s ready to assist you and a broader community of like-minded entrepreneurs, there has never been a better time to bring in a virtual executive assistant.

One of the main reasons people start businesses is so they can enjoy the personal and financial freedom that comes with it. However, this is always an elusive illusion that most entrepreneurs end up chasing for years. If you can’t relate, I’ll ask a quick question. Do you work for your company, or does it work for you? Or better yet, if you step away from your business for a while, will it still run effectively?

If you answered no, then now is the best time to start considering erecting structures that will allow you to transition to the kind of life you were hoping for when it all started. One great place to start is by hiring a virtual executive assistant. In this article, we will tell you how a virtual assistant can boost help desk and customer service, and allow you to run your business without actually needing to be present.

Serve as a customer service representative

In the day and age where people have so many options to select from – all at the touch of a button – there is no room for businesses that aren’t able to respond quickly to customer demands. The expectations around customer service responsiveness have gone high significantly. In fact, according to studies, 72% of consumers expect a response within one hour of their request or complaint. Another study also revealed that 41% expect an email response within six hours. But as an entrepreneur, you know this is a tough nut to crack – especially since you try to be all things to all people. But if you delegate this work to an experienced virtual assistant, you are sure he or she will:

Acknowledge the receipt of a message
Respond in a timely fashion, or
Issue the customer a timeline for a response

A VA can also keep you updated about what’s happening on social media sites – which, of course, is critical in the internet age.

Respond to helpdesk questions

Does your business need to address “help” queries? If it does, then you definitely need to have the right systems in place to help you achieve that. As you may know, it’s frustrating for a client not to get immediate help when they need it, especially when buying into your solutions. That’s where a VA comes in. When well-trained, a good VA will readily respond to any helpdesk questions and help show your customers that you care.

As a word of caution

It’s critical to document procedures and policies that your virtual assistant will use to respond autonomously to all sorts of queries that don’t need your attention. You can also have your assistant compile a list of FAQs and publish them on your site so that customers can be directed to the relevant information whenever they need it.

Conclusion

Could a VA be the missing link you require to boost your customer service experience? If yes, you shouldn’t hang on any longer. Take a bold step and entrust an expert to look after your customers.