The role of Virtual Assistants (VAs) in improving customer experience has always been a crucial one, and it is growing rapidly. According to Zendesk, 48% of companies are employing VAs to enhance client retention and support. Recruiting VAs from reputed outsourcing destinations has become a trend, thanks to the rise of remote employee providers such as Virtual Employee (VE) with proven credibility in this industry.
So, let’s explore in detail 5 ways how virtual assistants are actually making customers’ experience better and improving their satisfaction levels.
5 Ways Virtual Assistants Improve Customer Experience
Below are 5 ways in which virtual assistants improve customer experience:
- Provide you the Option to Run 24/7 Support – Customers love it when they have the option to connect with support at any time. Although this option is hard to provide while running a completely on-premises operation, hiring VAs can make it a reality for your business. There is no need to recruit new in-house representatives to work the graveyard shift. It is possible to complement the existing in-house operation with VAs from an outsourcing company to execute the 24/7 strategy. If you are running an international operation, 24/7 support can provide a major boost to your outreach as it will be possible to serve customers in different time zones.
- Reduced Time in Queue – One of the biggest pet peeves of customers is their inability to reach support in quick time, especially when they urgently need it. The long waits often cause them to disconnect the call and give up on the brand altogether. Moreover, the younger generation is more impatient than ever and wants instant support. So, if you want to cater to them, you need to have a very large team of customer care executives. However, this is not viable for most companies due to financial constraints.VAs can become a major asset for companies as they can be hired for much less without any need for permanent recruitment. Therefore, you can scale your operation based on your current needs and reduce the average waiting time considerably.
- Ability to Provide an Omnichannel Experience – Customer support can be provided via multiple channels such as Live Chat, phone support, email support, etc. Each discipline requires different skills and mindsets, and every individual may not possess the traits to capably handle every responsibility. By hiring VAs from different talent pools, you can create a powerful Omnichannel team for your business. This can be a game-changer when it comes to raising the level of customer support. For instance, a veteran email support executive will be able to craft engrossing emails that connect with customers on an emotional level. Similarly, a good orator who is donning the hat of a phone executive will be able to use their gift of gab to convince customers and resolve their queries. The fact that you easily access horses for the course in the form of VAs allows you to run an Omnichannel contact center easily.
- Scalable Customer Care Department that Delivers Consistently – A business can have a ramp-up or ramp-down at any time. Both these phases are challenging for businesses, especially the ones that are new and don’t have well-established HR departments. However, with VAs hired from a remote talent provider, you can easily ramp up or down without going through the pains of hiring or firing in-house employees. If you choose top talent providers from countries like India such as VE, you get access to a vast array of resources who can be recruited as and when you want, providing you the ability to scale quickly. With an appropriate number of customer support executives manning the stations, your customer service quality remains consistent, fostering customer trust and goodwill.
- Immediate Delivery of Quality Customer Service – When you hire a virtual assistant, you don’t have to worry about where they will sit or how they will commute. There is no need to allocate training rooms for them or hire trainers to train them. An accomplished remote virtual assistant is already well-drilled in their responsibilities and becomes productive for your business from the get-go. As a result, you don’t go through a phase where newbies compromise the service delivery quality.
Upgrade Your Customer Service with VAs
Virtual Assistants (VAs) from established outsourcing companies are veterans of their craft and become an asset to a customer service department immediately. Therefore, they offer greater value from the very beginning, which is hard to achieve by recruiting newbies. Moreover, you get access to distinct skills in different roles (email, chat, etc.) and the ability to scale as per requirement, allowing you to maintain the level of customer service quality consistently. This leads to better customer support, improved experience, and a greater level of satisfaction.
