The Role of a Virtual Assistant in Customer Service

Customers are the life wire of every business. Without them, your business won’t thrive. Hence, customer satisfaction is one of the keys to customer retention and ultimately, business growth. It is beyond offering a quality product or service; it is about giving them the best experience. 

As your business expands and your customer base increases, especially as a start-up, maintaining a high standard of customer service can be a lot to handle. From giving prompt responses to queries to information, feedback, etc., customers’ demands are unending.  This is where a Virtual Assistant who specialises in Customer Service Support comes in. More than providing administrative support, a VA offers expertise in other aspects of your business to save you time and increase efficiency. 

The roles of a Virtual Assistant in Customer Support include:

• Handling inquiries: A VA provides relevant information and provide prompt and accurate responses to your customers. Through effective communication via social media, emails, messages, and phone calls, they allay your customers’ fears.  

•  Resolving complaints: When customers encounter any issues, ranging from logistics, delivery, wrong purchase, etc., whether before or after buying your products, a VA endeavors to resolve them swiftly. 

• Processing Orders: A VA collaborates with other departments in your organisation to ensure the timely process and delivery of customers’ orders. In cases where there is a delay, they keep the customer informed and updated. 

•  Maintaining Customer Records: Keeping track of customers’ records, transactions, and interactions gives them a better experience. A VA ensures these documents are properly documented and well organised, helping you understand your business better and your customers’ trends.

•  Gathering and Analysing Customers Feedback: Feedback is an important tool used in improving your business and customer service. A VA collects and analyses reviews, reports, and suggestions, thereby increasing performance and customer satisfaction.  

• Follow-up on Old Customers: Aside from meeting the needs of new customers, a VA also ensures both old and new customers are constantly updated about new products, services, offers, or prices. They send out emails, newsletters, messages, and updates about promotions or products that customers will benefit from.

Do you feel overwhelmed, tired of handling the complaints and inquiries, and would like to improve your customer service? With Sisi Manager, you enjoy the service of a dedicated VA with good listening, communication, and persuasion skills. Contact Sisi Manager today!