Sales

Customer Care – Support from Virtual Assistants

Anyone who wants to maintain successful sales of their product or service, or is in the process of bringing it to market, will sooner or later have to focus on the heart of good sales work: customer care.

Whether questions about the product or service in general, pricing and payment methods, returns or exchanges - customers need to feel well advised when they have concerns, and even after their purchase.

Our virtual assistants take this important part off your hands, which, when handled properly, can be very time-consuming. Because of limited time, tasks such as following up on customer data or subsequent customer care are often neglected. By focusing on this area, our virtual assistants help you maximize customer satisfaction and sustainably increase revenue.

How does customer support via virtual assistants work?

Contact with your customers takes place primarily via email and phone. You decide how extensive it should be and, for example, during which hours phone support is available. Once the customer care tasks have been defined, our virtual assistants receive a briefing so they can get started right away.

Whether you want to provide the briefing by email or in a document, conduct it by phone or video call, or explain it in a video tutorial is also up to you.

Work performed by the virtual assistants

• Example 1: One of our clients runs a business abroad. We handle customer support for German-speaking prospects and existing customers. This includes translating incoming emails for our client as well as the ensuing correspondence.

• Example 2: For a client in Germany, the assistants answer, among other things, customer questions about products and orders (telephone customer care and support by email).

We are not tied to specific industries, as we can provide assistants with the appropriate know-how for many fields.

Our clients come from, among others, the following areas:

• Blogger lifestyle and social media
• Online marketing
• Tax and business consulting
• Medical fields such as practices
• Online shops (Amazon, eBay,...)

Would you like to learn more about working together or whether customer care at your company can be handled by our virtual assistants?

Then get in touch with us! We’ll be happy to advise you.

More relief for your order management

Every day we work with or in processes that support us in reaching our goal faster. Often, however, these require a certain know-how and aren't, as assumed, simply worked through. The coordination of orders, the agreement with service providers and departments, meeting deadlines and the follow-up are just some of the comprehensive steps in order management.

Added to this are the necessary skills in handling ERP systems and maintaining sensitive data. Our virtual assistants are familiar with the common systems and can familiarize themselves with new subjects if needed.

What does order management involve?

The tasks in order management usually involve organizational activities. As a rule, an employee forms the interface to sales and logistics. In their role they have to mediate between the departments and handle the processes so that these can fulfill their tasks.

A classic example of this process:

• Angebot schreiben
• Auftrag bearbeiten
• Warenbestellung
• Preparing shipping/delivery
• Rechnungserstellung

Added to this are customer support and coordination with shipping service providers. Of course, further to-dos can also arise afterwards - such as in the case of a complaint. Especially in such cases, the employee has to take care of the customer and appear with good cheer and constructive solutions. The service mindset toward service providers and customers must always come first.

In some situations, everyday life can also become difficult, for example when something in the order chain didn't go according to plan. In this case too, calm must be maintained so that solutions can be found quickly.

Our virtual assistants impress with a composed way of working - even in stressful situations. Through years of experience and dealing with the most varied company sizes and their requirements, challenges are no problem. A sensitive handling of customers and other data is a matter of course for them.

We're happy to discuss the task profile to be covered and find the right solution for you. Jetzt anfragen!

Support with Customer Acquisition

The most well-known form of sales is customer acquisition. The oldest methods include telephone outreach and the distribution of print materials such as flyers.

Customer acquisition is in most cases described as “annoying”. However, today there are pleasant and unobtrusive ways to attract customers' attention - even at first contact.

What types of customer acquisition are there?

There are several ways to reach new customers. Essentially, two main types are distinguished: cold and warm acquisition.

Cold acquisition addresses people who have never had contact with the company. In the era of the GDPR, however, this method is highly controversial, because the targeted person must have given their consent beforehand. One example is the newsletter: under the GDPR it is no longer permitted to send newsletters to recipients who have not explicitly allowed this via an opt-in procedure.

Warm acquisition, on the other hand, deals with people who have already had some form of contact with the company — be it the aforementioned newsletter, filling out a contact form, a non-binding inquiry, etc. It can generally be concluded that warm acquisition is the more pleasant approach for both the salesperson and the customer.

The following direct customer acquisition methods are available:

• Email marketing / newsletter marketing
• Advertising / ad placements
• Search engine marketing
• Direct mail advertising
• Print advertising
• Social media marketing
• Referral marketing
• and direct contact with customers (for example, in-store)

Our virtual assistants support you comprehensively in the area of customer acquisition and take on time-consuming creation tasks as well as maintaining and measuring data. From a data protection perspective, the assistants can, together with your data protection officer, support you in developing strategies regarding GDPR guidelines.

Get in touch with us!