Customer Support Virtual Assistant Services for Improved Service Delivery

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A majority of customers who interact with customer service agents in the Philippines rate their experience as highly satisfactory when compared to other countries. Besides, the labor cost in the Philippines is significantly lower, which enables businesses to save up to 70% on their staffing expenses. This has compelled establishments worldwide to leverage the potential of customer support virtual assistant services in the Philippines.

Hiring a virtual assistant for customer support services from Flatworld is like engaging techno-geek cousins of your regular customer service agents, except that they talk, dial, and chat all day without a coffee break. Driven by Lean Six Sigma best practices, our virtual assistants (VAs) combine strong communication skills with a solid understanding of customer service regulations.

We have skilled and experienced VAs who deal with customers reaching out through multiple channels like emails, live chats, and calls. Our VAs are also trained to use various CRM systems to unify multiple customer interactions, analyze customer requirements proactively, and meet them where they are. The result? You achieve entrepreneurial success by establishing credibility and a superior brand image.

Customer Support Services Our VAs Offer

Our VAs have expertise in various support functions and are capable of seamlessly integrating into your operations. We perform Voice of Customer (VoC) to Critical to Quality (CTQ) mapping and offer solutions that precisely address your customers' needs and improve their overall experience.

Phone Support

Phone Support

We use CRM tools to analyze customer histories and craft personalized responses to handle customer calls and improve the rate of first-call resolution. This makes your clients feel heard and valued.

Live Chat Support

Live Chat Support

Our VAs engage with your customers in real-time using advanced chat software and predefined resolution delivery for efficient issue triage. This approach is crucial to reduce cart abandonment rates.

Email Support

Email Support

We efficiently manage and respond to your customer emails using automation tools under a standardized workflow. This helps us deliver fast and accurate responses, which are crucial to maintaining clear communication and fostering trust.

Feedback Collection

Feedback Collection

Our VAs systematically gather customer opinions through surveys, direct requests, and forms, using analytics to compile and interpret data. This helps you understand customer needs and preferences.

Feedback Monitoring

Feedback Monitoring

We track and analyze customer feedback across multiple platforms using sentiment analysis tools to identify trends and potential issues, which can be addressed on time to improve customer satisfaction.

Receptionist Services

Receptionist Services

Our VAs provide robust front-line support by handling inquiries, scheduling appointments, and managing calls professionally. We integrate the Poka-Yoke mechanisms to minimize manual errors and ensure consistent service delivery.

Full Helpdesk Service

Full Helpdesk Service

We provide prompt and effective resolution to enhance user experience and reduce downtime through ticket management systems that address technical issues and provide detailed solutions.

Message Handling Services

Message Handling Services

Our VAs use unified messaging platforms to organize, manage, prioritize, and resolve queries on time. This ensures timely communication and helps build stronger customer relationships.

Our Customer Service Virtual Assistance Workflow

We seamlessly integrate with your existing CRM systems and craft tailored solutions to assure exceptional service delivery.

1

Assessment of Customer Service Requirements

We understand your requirements, identify the CTQs, create a Value Stream Map (VSM), and integrate our VAs with your existing systems or workflows to ensure a smooth transition.

2

Knowledge Transfer and Training

We train our VAs rigorously with the details of your services, products, and brand guidelines to equip them for handling your customer queries effectively.

3

Implementation of Support Tools

We set up advanced CRM platforms to streamline your customer interactions for accessing customer histories. This helps us provide personalized solutions efficiently.

4

Timely Support and Issue Resolution

Our VAs deliver real-time support through phone, chat, and email to address customer issues promptly and resolve complex problems swiftly and adequately.

5

Quality Assurance and Performance Monitoring

We conduct regular quality checks to maintain higher service standards and continuously monitor performance metrics to make data-driven improvements. With statistical root cause analysis, we identify recurring issues and streamline our customer support virtual assistant services.

6

Feedback and Ongoing Support

We gather and analyze customer feedback as a part of our ongoing process improvement measures to remove Non-Value-Adding (NVA) steps and refine our customer support virtual assistant services.

Why Should You Choose Our Customer Support Virtual Assistant Company?

Our dedicated team elevates your customer experience through expertise and innovative solutions. Here are some of the top ways we make a difference.


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Industry-specific Expertise

Our VAs have deep knowledge of various industries and tailor their responses to align with the unique challenges and standards of your sector. This improves service quality and customer satisfaction.

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Integration of Advanced Analytics

We use sophisticated data analytics to monitor customer interactions and performance metrics in real-time. This enables proactive improvements to optimize service delivery using the Define, Measure, Analyse, Improve, Control (DMAIC) lifecycle.

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Customized Training Programs

We design specific training programs for our VAs that reflect your specific products, services, and brand voice. This helps you come across as a credible and reliable brand.

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Robust Data Security

All our VAs follow security protocols, including compliance with international client data security standards like GDPR and encryption to safeguard sensitive customer information.

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Adaptive Virtual Assistant Support

We have flexible service models that allow you to scale your support operations swiftly based on demand and adapt to market changes while maintaining cost-efficiency.

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Multichannel Support Capability

Our VAs proficiently handle multiple customer support channels, including phone, live chat, social media, and email. Our unified support is built atop standardized multichannel workflows defined via VSM.

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Outsource Customer Support Virtual Assistant Services to Us

Outsourcing customer support virtual assistant services can be a game-changer for any business striving to improve customer interactions while minimizing operational overhead. Hiring our VAs gives you the Philippines edge, where wage expenditures are lower, and the service quality is higher.

Our lean six sigma process optimization creates streamlined workflows that can translate to up to 70% savings on your payroll costs without compromising the quality of your customer service. Hiring our virtual assistants for attorneys gives you access to practice management tools, powered by secure cloud-based solutions. Our virtual assistants possess exceptional legal acumen, superior soft skills, and proactive communication.

With over 10 years of experience serving global clients, we have operated across multiple jurisdictions. Using standardized and shift-aligned handoff models, we provide 24/7 support to meet the dynamic demands of global customers. Our VAs here are proficient in English, ranking 18th globally in the EF English Proficiency Index.

Slash overhead expenses and keep your customers coming back for more with our exceptional customer support virtual assistant services.

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Customer Support Virtual Assistant Services
Icon FAQs

Frequently Asked Questions

What are customer support virtual assistant services?

Handling inquiries, managing support tickets, and resolving issues are some of the top tasks that come under these services. Here, VAs use advanced tools to provide efficient customer support.

How much do customer support virtual assistant services cost?

The staffing costs associated with these services vary based on factors like the complexity of tasks, skill sets required, and contract terms, which are cost-effective compared to in-house teams.

What are the benefits of hiring a customer support virtual assistant?

Hiring dedicated VAs for customer support ensures your service delivery is designed around your business's CTQs. They efficiently manage Business Value Adding (BVA) operations, enhance customer satisfaction, scale seamlessly with your requirements, and reduce operational costs.

How to choose an authorized company to offer customer support virtual assistance?

The ideal outsourcing company for virtual customer support services should have a proven track record, expertise in your industry, and remain compliant with international data security standards. Additionally, companies that align their operations with Lean Six Sigma principles often deliver high-quality services at competitive prices.

Do customer service VAs ensure client data confidentiality?

Yes, established customer service VA service providers implement data security measures, including encryption to ensure client data confidentiality and prevent data breaches.

Do I get support after the successful execution of specific customer service tasks?

Absolutely! As part of the Control phase in our DMAIC lifecycle, we provide ongoing support to address post-execution issues, make necessary adjustments, and provide updates to ensure sustained customer satisfaction.

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