The Impact of Virtual Assistants on Customer Service

The Impact of Virtual Assistants on Customer Service

Recent advancements in technology influenced the behavior of global trade. Today, it is impossible not to notice how most shoppers prefer purchasing online versus physically visiting a store. This shift has pushed many businesses to become more aggressive with their digital efforts.

However, these companies can only do so much with limited operating hours. Good thing there are virtual assistant companies in the Philippines that can help solve this dilemma.

What is a Virtual Assistant?

Virtual assistants can be human or AI-powered software programs like Siri and Alexa. While these two seem different, they have the same goal. Both human and AI-powered VAs are meant to fulfill the following roles using technology and communication channels:

  • provide support
  • perform tasks
  • answer queries
  • manage schedules
  • assist with various activities remotely.

The Role of VAs in Customer Support

For businesses, customers are king and should be treated with utmost importance. Treating a customer right encompasses many factors, but one of the most critical elements is customer support.

Customer support means you must be ready to answer their questions and assist them with their concerns as much as possible. But as mentioned earlier, this is not a hundred percent possible with many company limitations.

Hence, hiring a Filipino virtual assistant can help you streamline your operations and provide superb customer support service.

Here are some of the ways how they can help:

1.   Availability

Since VAs typically work remotely, many can provide round-the-clock virtual assistant services Philippines and support. Unlike your in-house team that has to clock out after an 8 to 5 schedule, virtual assistants’ work hours can go past that. Therefore, you can ensure that someone will assist your customers anytime, regardless of business hours.

2.   Quick and Accurate Responses

Besides the hasty response to customer queries, VAs can also provide accurate information, reduce wait times, and improve customer satisfaction.

They may also handle common and complex inquiries based on the organization’s knowledge base.

3.   Order Processing and Tracking

While it has been a while since the online shopping industry boomed, some shoppers still encounter issues placing orders and tracking shipments.

Hiring a VA means you can get your hands off of these issues, as they will be the ones to assist your clients. Having support like this can enhance a customer’s overall buying experience.

4.   Personalized Assistance

Handling customers is not one size fits all. All your clients will have different needs and concerns. VAs can use customer data and history to offer personalized recommendations, suggestions, and tailored solutions to meet individual needs.

5.   Resolving Complaints and Issues

Conflicts and issues arise in every business, and these can be stressful. Virtual assistants can take this problem out of your load and handle it themselves. By following the protocols set by your company, VAs can help you in managing these issues.

6.   Language Support

Many VAs, particularly Filipinos, have bi or multilingual capabilities. This means they can assist your customers in their preferred language, breaking down language barriers and expanding customer service reach.

7.   Multichannel Support

Virtual assistants can provide support across various communication channels. Some examples are live chat, email, social media, or phone. This ensures your customers can reach your business using their preferred method.

Grow Your Business with VA Services

Being a business owner means you should be ready to adapt to all the possible market changes. Knowing how to keep up with these allows growth to flow into your company. And OVA Virtual can help you deal with these transformations.

OVA Virtual is a Philippine-based company offering virtual assistant services for businesses from various industries. Our offers revolve around executive and general admin assistance, sales and marketing, project management and research, etc.

Ready to grow your business? Visit our website to learn more.

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