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Virtual Assistant Support

5 Reasons Why Small Businesses Should Hire a Call Center

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The most valuable asset any company can have is customer trust. Having a robust customer base composed of long-term clients that openly endorses your business is the key ingredient for a successful company. The best way to gain loyal consumers is by crafting a great customer service experience. In the United States, when a person wants to contact a company for any reason, roughly 58% of them try to reach their customer service number

Building a strong customer base has always been a challenge. It takes years of establishing rapport, finding leads and brand-building. For larger companies, it’s a process worth spending billions of dollars on. However, small business owners simply can’t afford to balance both operating a business and providing a great customer experience.

The BPO industry has made great strides in seamlessly integrating with other companies as their primary customer support. Hiring call centers has now become an excellent option for those who are struggling with handling their customers. Here are 5 reasons why we think that partnering with a call center is an excellent business move for smaller companies.

Cost Reduction

Arguably the biggest benefit for hiring a call center is how much more affordable it is than developing your own. Running an in-house call center is a huge undertaking during which a company must, among other things:

  • Rent office space for support agents
  • Buy the necessary equipment and software tools
  • Manage turn-over and reduce their effect on projects
  • Purchase disaster recovery tools
  • Hire and train personnel constantly

For smaller companies, investing so much resources into a single business function is not applicable. That is why most call centers offer turn-key customer support solutions which allows anyone to have a customer support service up and running nearly overnight with minimum overhead.

IdeasUnlimited was established with the belief that call centers need to be extremely adaptable. It is natural for small businesses to scale up or down, or to have off seasons with little customer activity. To minimize financial strains, our call centers offer flexible packages where aspects like number of agents and monthly charges can be fine tuned on a per-need basis.

Overseas Expansion

Most smaller companies aspire to become larger and the only way to do that is to reach a wider audience. In our experience, we’ve had many business owners in the United States sharing their desire to expand in Asia but failing to do so simply because of the language barrier. Something as simple as a difference in culture can prevent smaller companies from tapping into overseas markets.

This is another reason for SMEs to seriously consider outsourcing to a call center. Knowing that Southeast Asia has now become a call center hub, this is perhaps the best time for companies in the West to work with a call center in order to target the East.

Many entrepreneurs in the startup culture have looked for ‘easy-wins’ to expand their business. Hiring a call center to gain access to markets overseas is perhaps just the right solution. Based on this notion, IdeasUnlimited offers multilingual support so business owners can gain customers from foreign countries without having to directly deal with them. Plus, it’s extremely cost effective to outsource. Infact, hiring translators from your local region can end up being even more expensive whereas an overseas agent will not only cost less, but will be better attuned to the local culture of the foreign country you wish to target. IdeasUnlimited is well accustomed with clients who wish to expand eastwards and our presence in Southeast Asia has helped many of them to reach that goal.

24/7 Availability

Roughly 64% of people who call customer service expect instantaneous responses throughout the day. Being responsive to your customers regardless of after-hours and holidays is vital for any business. Even when your staff is not in the office, someone always needs to be ready to answer calls, resolve queries and handle complaints. This is a tough ask for smaller companies who are already preoccupied with the rest of their daily operations.

For most call centers, 24/7 service has become an industry staple. However, many of these call centers will only work on large-scale projects in order to provide round-the-clock service. But there are call centers that offer always-on customer support for even small scale businesses thanks to customizable packages that can be scaled down. If a small business can find a cost-effective option, then a call center to represent their business 24/7 is definitely something that can help improve customer retention. IdeasUnlimited has spent over 10 years building and bolstering its call center infrastructure in order to have zero downtime so it can truly serve 24/7.

Brand Building

Regardless of size, customers always expect companies to have professional customer service. In order to build a strong brand, smaller companies need to have the same capabilities as large enterprises when it comes to dealing with customers. Not just in call volume, but in quality as well. 

Call center agents are essentially the front line of your business. By being the first point of contact for your customers, they can present a professional company persona thanks to their training, coaching and pre-planned scripts. This is exactly what can help small businesses compete with bigger brands that dominate their market.

Coaching a staff in-house for smaller businesses is usually not feasible. In call centers, a carefully crafted hierarchy of managers ensures that even newly inducted agents can communicate professionally and effectively. Smaller businesses that hope to elevate their brand should definitely consider partnering with such call centers. IdeasUnlimited has had a number of successful projects during which we enhanced the brand image of numerous clients including their app rating, online recognition, customer score and much more.

Focusing on your Niche

Most small companies need to be purely focused on delivering great products and services. Anything other than their core business is considered secondary, including customer service.

At IdeasUnlimited, we always encourage newer and smaller businesses to stick to their strengths while outsourcing everything else. A great benefit of hiring a call center is that it allows you to do just that.

One can think of working with a call center as an effort to streamline your business. By offloading customer service duties, it allows more time, money and effort to instead be invested in building better products and services. Plus, many call centers provide regular feedback and reports which can help you further improve your business strategies.

CONCLUSION

IdeasUnlimited specializes in supporting small businesses. We’ve had great success in turning companies into global powerhouses. We’re always looking for the business to guide towards success. If you’re looking to work with a call center, we’re always willing to help. Be sure to contact our team or leave us a comment below.

virtual assistant blog cover

How to Become a Virtual Assistant

By | Remote Support Services, Remote Work, Uncategorized, Virtual Assistant Support | 3 Comments

The most flexible types of jobs are those which you can do from home. And it’s becoming easier than ever to start your career as a remote worker.

While you can find all kinds of jobs online, one position that always seems to remain in high demand is Virtual Assistant.

Despite having great job security and pay, becoming a virtual assistant requires no experience. And with more companies switching to remote, the need for virtual assistants is only growing exponentially.

If you’re thinking about trying out virtual assistance, you couldn’t have picked a better time. This blog is meant to be your gateway to the world of virtual assistants and we’ll get you up to speed on how to get started today.

What is a Virtual Assistant?

A virtual assistant is an online worker who helps companies in their day-to-day operations. This includes a wide range of tasks such as checking emails, managing social media, scheduling appointments, data entry, preparing documents, writing blogs and so much more.

Job descriptions can vary greatly from company to company so it’s difficult to pinpoint exactly what a virtual assistant does. Basically, someone who can help reduce workload stress. 

It’s almost exactly the same as an assistant sitting in the office. But since most of today’s work is done on a computer anyways, a virtual assistant fills the role extremely well. Several major companies are beginning to realize this and have begun shifting to the work-from-home model at a rapid pace. This is why we predict that demand for virtual assistants is only going to go up. It’s not a question of ‘if demand will increase’, but a question of ‘how much will it increase’.

Skills Required to Become a Virtual Assistant

Most virtual assistant jobs require you to have the following:

If you have these, then you already qualify for most virtual assistant positions.

But like most people, you should always strive to do better than expected. So let’s talk about some other easy-to-learn skills that can improve your chances of getting hired as a high-level virtual assistant.

Administration

Helping out with general administration is probably the closest thing to what many view as an ‘assistant’. Checking emails, handling meetings and reminders, preparing documents, answering phone calls, you name it. High level managers are usually swamped on most days and wholeheartedly welcome an assistant who can do something even as little as read emails for them.

Glassdoor has a great guide for job seekers on which skills to learn for administrative work.  But rather than raw skills, most employers are looking for someone with the right personality. They want to hire someone who is forthcoming, honest, communicative, and most importantly hospitable since you might need to talk to important clients.

Even if being an administrative assistant isn’t your dream job, it’s a great stepping stone that could lead to some exciting opportunities in the future.

Content Creation

Publishing blogs, press releases and social media posts is something almost every business or entrepreneur is doing. Posting fresh content consistently on so many platforms can become overwhelming, and that’s where virtual assistants come in.

If you can help someone create high quality content on a daily basis, then your skills are in high demand. It’s not just about writing, sometimes you will need to proofread and edit content appropriately. If you’re willing to take it to the next level, learn some basic graphics design skills and you can serve as a social media manager. Online tools such as Canva make it extremely easy to put together a compelling graphics that matches the quality of a professional graphics designer.

Bookkeeping

Managing finances is extremely important to ensure smooth daily operations and companies need all the help they can get. More virtual assistants are now being hired to lend a hand with payroll, recording transactions, managing invoices, processing payments and so much more.

Most of these tasks require basic understanding of working with spreadsheets such as Excel or Google Sheets. But even without those skills, you can go a long way by just helping out with number crunching. In fact, most companies have already created their financial documents and just need someone to do the busy-work of filling them in.

Website Management

All companies with a digital presence will need someone to constantly check on their websites. You don’t need to be a professional web developer to take on this duty, you just need to be familiar with the platform.

The world’s most popular website builder is WordPress. Chances are that the company who hires you as a virtual assistant will already be using it for their business website so go ahead and familiarize yourself with it. The best way to do this is to actually build your own WordPress blog which is completely free. Even better, WordPress themselves conduct regular webinars which teach beginners how to use their platform, all free of charge.

Who is Looking for a Virtual Assistant?

Almost anyone with a digital presence is looking for virtual assistants. Small business owners, entrepreneurs, bloggers, youtubers, anyone with a website and so on. 

Larger companies have also built their digital channels using a crew of virtual assistants who are working from different parts of the world on different time zones.

Most who are willing to employ VA’s are very flexible with who they hire. Some of them are even aware of the fact that new virtual assistants may not have the necessary skills to take on the job. That’s why they offer in-house training or a grace period to allow virtual assistants to learn everything they need to handle their tasks confidently.

3 Steps to Becoming a Virtual Assistant

IdeasUnlimited has helped shape hundreds of remote workers into confident virtual assistants capable of serving all business niches. Based on our experience, we have developed a very simple checklist for aspiring virtual assistants to set them up for success.

Decide a Specialty

Feel free to scroll back up and re-familiarize yourself with what a virtual assistant does. As you’re reading through, find things you are most comfortable with. Perhaps a skill that you already know or a task that you have prior experience with. It can even be something you find interesting and wouldn’t mind learning.

The goal is to develop a focus. You could very well offer a wide range of services as a virtual assistant, but we highly recommend sticking to just a few. 

In our experience, virtual assistants should strive for LONG-TERM relationships with their clients. In order to achieve this, you need to focus on a few tasks that you deliver extremely well. If you try to accomplish many things at once, you risk underperforming and even losing your client.

Create an Impressive Portfolio

A portfolio is doubly important for virtual assistants who want to focus on content creation. Most clients demand to see a portfolio from virtual assistant candidates and you should therefore be prepared to present one at a moment’s notice.

If you’re looking for ideas for an eye-catching portfolio, be sure to skim through Pinterest for some inspiration from millions of content creators.

Items that could be added to your portfolio include social posts, graphics, website snapshots, blogs, articles and so on.

Even if you haven’t worked as a virtual assistant, we highly recommend using your free-time to craft a portfolio. For example, you could start a WordPress blog (which is free of charge) and begin submitting content on it for your portfolio.

One More Thing…

Becoming a virtual assistant, especially when starting from scratch, can seem daunting at first. IdeasUnlimited has worked with hundreds of remote workers who have shared their stories about the early days of their journey.

One of the biggest challenges of starting a work-from-home career is staying mentally strong. It can be demotivating not hearing back after interviews and or watching other freelancers who might seem much more skilled than you are.

But in the same vein, IdeasUnlimited is also home to amazing success stories where remote workers have built wonderful lives for themselves by working from home. Just remember that it takes time, effort and patience. Be positive and trust your abilities. Also, be open with other freelancers and share your stories as we’re all in this together. You can start right now by leaving a comment below!

Conclusion

Anyone can start their journey today to become a successful virtual assistant! Simply follow our plan, find your niche and stay positive. As the world is shifting to a remote workforce, building your career from home is only going to get simpler. Why not embark on your journey with us? Head over to careers.ideasunlimitedonline.com where you can find remote jobs and guidance from our recruitment team on being successful as a remote worker.

How to Design an Ecommerce Website While Keeping Cost Low

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Starting a retail business or taking your existing shop online begins by building an ecommerce website. There is no shortage of tools available to do this. In fact, there are too many options at your disposal.

In this blog, we’ll condense thousands of possible ways to build your online store into just three. Our goal is to block out unnecessary information and only focus on what matters. No prior experience with web development required. Let’s begin.

Shopify: Ecommerce Staple

Let’s start with the simplest option. Shopify is an ecommerce website builder that lets you get an online store up and running with turn-key solutions. This includes domain, hosting, inventory management and all the necessary security add-ons.

shopify packages

Shopify also includes built-in themes and templates that help you design a website that looks professional without requiring any coding.

Scalability is also a strongpoint. Shopify features best-in-class inventory management to handle a sizable stock of items. In our experience, Shopify has been great at building ecommerce websites that can host over 500,000 separate SKU’s. 

Many popular retailers such as Hasbro and Gymshark have built their online store-fronts using Shopify and many more are following suit.

At this point you’re probably wondering, “this is too simple and straightforward”. So what’s the catch?

Well, there are a few. Chief among them is how much Shopify relies on apps. Apps are essentially add-ons that give your website more functionality. For example, if you want to follow the drop shipping model, you will need to purchase one of the drop shipping apps like CJDropshipping. When you start thinking about other features you’d like to have such as customer service and email marketing, you realize that your cost is going to creep up a lot.

Another disadvantage is lack of control. When designing an ecommerce website on Shopify, you are limited to prebuilt themes. Also, if you wish to add a variety of content on your website such as blogs and articles, Shopify won’t support it by default. It’s laser focused on ecommerce.

One last thing we should mention is that Shopify requires you to channel all your data through them. While it’s difficult to ascertain how it affects your business, we believe it is still important to mention it as our readers value security of intellectual property. Not a big surprise in this day and age of concern over privacy.

Nonetheless, Shopify is still an all around great option. It is the closest thing to a ‘DIY’ for online stores. If you want to avoid investing in web developers or going through the hassle of learning web development, Shopify checks all the boxes.

But sometimes, what business owners are really looking for is flexibility. To lay a foundation to build on top of. For that, our next option might serve you better.

WordPress, Wix or Squarespace?

While researching this topic, you may have stumbled upon the “Big 3”:

  • WordPress
  • Wix
  • Squarespace. 

All three are basically the same thing; an all-in-one platform to build beautiful websites (as advertised on their front-page). 

These are called CMS or ‘Content Management Systems’ and can look oddly similar to Shopify. They all offer easy to use website building tools and they all come with pre-built themes. But there is a key difference. Shopify is first, and foremost, an e-commerce platform. The other three are more open-ended.

WordPress, Wix and Squarespace provide a starting point to build a website. You can make anything from blogging pages to shopping carts. This flexibility also comes with some additional complexity, which might not be in your interest.

While you can build your website with a CMS without coding, you will still need to separately handle domain, hosting and inventory management. Services like GoDaddy, Channel Spyder and Bluehost certainly help, but it’s still not as convenient as Shopify’s ‘all-in-one’ approach.

Plus, deep customization could require you to do some homework and learn the basics of web development.

To help you manage some of this complexity, here’s a checklist of items you should take care of:

  1. Domain; make sure to purchase one and have it ready to be linked to your website.
  2. Hosting; your website will need a server. Select one that is closest to your target audience’s region.
  3. Inventory management system; you will need to connect your website to a service that can manage your stocks and supplies. As mentioned above, Channel Spyder is a great choice.
  4. Website theme; all 3 services include free themes but you can also purchase your desired website template. Themeforest is a popular place to preview and buy professionally designed themes. Most of them will cost you $60 but can vary depending on the template.
  5. Payment system; be sure to include a seamless way to let users make electronic payments. If you’re using WordPress, a great option is the WooCommerce plugin.
  6. Security add-ons; make sure your domain has an SSL certification and your CMS has the necessary malware protection plugin installed.
checklist for ecommerce website

With all these taken care of, you should have most of the essentials covered to get your website up and running.

Now back to the question in the title, which one of these 3 should you pick? You might have guessed already, but our suggestion is WordPress. 

As for the reason, that’s a little more complicated. The truth is there really isn’t a single reason. It’s just that WordPress checks all the boxes; SEO, security, theme customization, accessibility you name it. Plus, it has a proven track-record over a longer period of time against its competitors.

This recommendation is backed up by numbers. WordPress is MILES ahead of the competition with more live websites than any other site builders.

number of websites for different site builders

Even better, you can buy a WordPress package through GoDaddy which should cover all the items in the checklist above. While it’s cheaper than Shopify, you’re going to have to do a lot more work.

Hiring an Ecommerce Developer

The final option to build your ecommerce website is to have a developer do it for you. Question is, how can you find a developer and know he or she is up to the task?

There are many places where you can find freelance developers. Fiverr, Upwork, Freelancer etc. On these platforms, you can create a project and wait for capable developers to bid on it. You’d be surprised how little you have to spend. It only takes a couple of hours for them to build the store. From there onwards, it’s up to you to continue working with them. If the developer has done a good job, we recommend spending a little extra to let him maintain your website.

It can be a little intimidating selecting the right fit for the job, so here are some pointers. When selecting a developer, the 2 things that you want to pay the most attention to is:

  • Portfolio
  • Communication skills

Notice how we didn’t even mention things like years of experience and technical expertise. Many developers like to boast their knowledge without any proven work. Therefore, you should only demand to see their portfolio. If they are capable, they should be able to show LIVE websites that they built which are up and running.

Communication is also important, if not more. Developers who tend to over-explain and say a bunch of techie jargon tend to be the ones you need to avoid. If they are unable to explain something simply, then it will become difficult to work with them long-term. When interviewing them, look for how well they break down a complex topic.

If you’re looking for questions to ask a developer, here are few to get you started:

  1. How many ecommerce websites have you built?
  2. What are some known issues that can occur in an online store?
  3. What SEO tools will you integrate into the site?
  4. How soon can you provide a mockup and a working demo?

Rest is very standard. Interview developers thoroughly, scrutinize their resumes well and make a confident judgement call.

If all of this seems like too much work, there are many services that can help you build a low cost ecommerce website using their tried and tested roster of developers. Going through a third-party to build your website might cost you a little extra, but the convenience of not having to worry about it is usually worth it.

CONCLUSION

In the end, it’s really a question of time. How much time are you willing to put into building an ecommerce website? We believe that business owners should focus more on their core products and services. Everything else needs to be secondary.

With that in mind, our three suggestions above are your best bet to quickly build an online store without burning through your cash. That’s how it should be. Start small, then expand based on how it performs.

If you’re interested in knowing even more, we’re always glad to have a call with you (for absolutely no charge!). We’ll share what we’ve learned after working on hundreds of ecommerce projects to guide you in the right direction. Good luck!

*Let us know in the comments:

Have you ever built an ecommerce website?

Did you use any of the above tools?

A Part of History

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Growth

The very popular online streaming platform known as Twitch, began in 2007 as Justin.TV to allow anyone to broadcast a video online. The original Justin.tv was a single channel featuring founder Justin Kan, who broadcast his life 24/7. By April 10, 2008, Justin.tv had signed 30,000 broadcasting accounts.

On February 10, 2014, Twitch‘s and Justin.tv’s parent company was rebranded as Twitch Interactive.

By 2015, Twitch had more than 100 million viewers per month. Twitch acquired Curse in 2016, an operator of online video gaming communities and introduced means to purchase games through links on streams along with a program allowing streamers to receive commissions on the sales of games that they play which greatly accelerated the platform’s growth.

As of 2017, Twitch remained the leading live streaming video service for video games in the US, and had an advantage over YouTube Gaming. As of February 2020, it had 3 million broadcasters monthly and 15 million daily active users, with 1.4 million average concurrent users.

Monitoring Content

IdeasUnlimited is proud of our history supporting Twitch in its early beginnings as Justin TV.  From approximately 2011 to 2014, our support staff offered content monitoring.  Broadcasts that were considered to contain potentially offensive content were available only to registered users over the age of 18. Broadcasts containing defamation, pornography or copyright violations, or encouraging criminal conduct, were prohibited by Justin.tv’s terms of service and IdeasUnlimited helped to flag violations. 

Our staff also had to be very flexible at adapting to feedback and suggestions that were invaluable to improving their system. Executives at Justin.TV concluded, “Setting up the contract with IdeasUnlimited was very easy and the rate was very affordable for the quality of work they provided” Aside from content flags, monitoring prevents adverse situations by checking the uptime of infrastructure components such as servers and apps, and notifying the webmaster of problems before they impact a business.

If you have live chat rooms or even just a high volume of user content of any kind, the importance of monitoring your content in the broader sense is ultimately protecting your brand and your reputation.  Even if the content is successfully removed, there is always a chance new material or similar issues can resurface on another site.

Changing Landscape

The Voice services industry continues to rapidly evolve with both remote workers and virtual services. More and more businesses of all types and sizes rely on services such as data entry, medical billing, content creation, payment processing, virtual assistants and voice services.  According to recent Clutch survey data, consumers especially value human interaction when calling a business. It is also important to mirror the consumer’s own language with broad multi-lingual service.

We are honored that Clutch.co recently  named IdeasUnlimited as a top BPO service company as well as a top Voice Services company.

Reach out to us for a customized quote if you are looking to find new ways to cover your customer needs globally 365 days a year.

Why Remote is the Future

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The pandemic has triggered a tectonic shift in the job market. In the US alone, an incredible 42% of workers have switched to remote jobs. Major companies such as Google, Facebook, Shopify and Uber have already announced that they are giving their employees the option to permanently work from home. According to Gartner, 80% of company leaders also plan to allow their employees to work from home, even after the economy reopens after the pandemic.

With over 10 years of experience of managing a remote workforce, IdeasUnlimited has been at the forefront of this change. We have always believed that this new model was inevitable but now, we are certain that it’s here to stay. The democratization of information technology has made it all too easy to build a substantial career without even visiting an office. In this blog, we’ll discuss the five reasons why remote work economy is the future.

Better Pay

There has always been a stigma in the society regarding jobs that don’t take place in a traditional office setting. Many don’t consider them as ‘real’ jobs that can afford a quality standard of living. This is simply not true. 

Extensive research on this topic has confirmed that the pay-scale of remote jobs is on par with regular occupations. One research group even found that on average, remote workers earn $100,000 per year more. Their data also suggests that long term remote workers have enjoyed a steady growth in their salary. Overall, remote employees end up earning 8% more than on-site workers with similar job titles and experience.

Another aspect that cannot be ignored is the fact that remote workers do not need to invest a large portion of their income on transportation and day-care. All combined, working remotely helps people earn more and spend less.

Happier Workers

While income is definitely important, work-life balance is also becoming increasingly paramount. The standard ‘Monday-Friday, 9 to 5’ work model has led to increased stress and low productivity. While a proposed ‘4-day work week’ could remedy this, another possible solution is to let people work from home.

Being in a comfortable environment and close to family has profound benefits for worker’s mental health. Mental Health America has done extensive research on this particular subject. A survey by them revealed that non-remote workers report ‘poor’ or ‘very poor’ mental health twice as much as remote workers. Furthermore, almost half of the people in the survey reported that they were ‘happy’ to ‘very happy’ with their work-life balance.

It’s hard to imagine that people will go back to an office environment after experiencing how much happier they are at home. From the employers perspective, it’s also more profitable to have workers that remain motivated and positive.

More Opportunities

One key area where the remote job market has a substantial upper hand is the variety of opportunities that are available.

When someone is required to simply login on a computer from their home in order to be ‘employed’, the job opportunity becomes incredibly flexible. People can be hired even if they live in a different country. Applicants who have physical disabilities or lack a means of transportation can also apply. Furthermore, remote jobs have also helped those who experience social anxiety to build successful careers. Our company has a long history of creating many success stories for people who have struggled in their professional lives.

While labor intensive work such as a construction worker or a restaurant waiter will still remain as they are, nearly all other types of jobs can be done online (and probably will be from now on).

Cost-effective

We’ve touched on how remote jobs are helping people save money, but it goes further than that. The cost saving benefits are perhaps even bigger for employers. While going to an office isn’t unfavorable for workers, employers themselves are starting to doubt the necessity of offices. In major cities around the world, such as London and Palto Alto, CEO’s have publicly stated their frustrations with exorbitant rents and taxes.

The recent switch to remote has given everyone a taste of just how much money everyone can end up saving. Workers won’t have to spend so much on transportation while companies can cut their operational expenses of running an office. It’s a win-win situation.

This is perhaps even more beneficial for small businesses and startups. The cost of establishing a brick and mortar has always been a huge barrier. But with more and more companies switching to ecommerce and online platforms to conduct business, the future is shaping up to an online only economy.

Automation

The pandemic isn’t the only thing that triggered the shift to remote. The surge in automation already caused many to re-think about the job market. For better or worse, widespread automation is on the rise.

Even without a world-wide health crisis, many had already envisioned a future where machines do all the labor intensive work. Therefore, now more than ever, the conversion to a work-at-home economy is happening faster than ever.

Some of the larger companies have already automated 20% of their work. Even many of the tasks that require a ‘human-touch’, such as human resourcing and operations support, can now be done out of office. Recently, these same corporations have been scrambling to figure out how to change all work to remote-based.

In a way, you can imagine that the pandemic did not cause a shift to remote. Instead, it only accelerated what automation set in motion years ago.

As we said before, on-site workers will always be in demand. But there will now be a substantial split than leans more towards remote. The increase in automation will only continue to favor remote jobs while the above mentioned points are strong arguments for their longevity.

What we must do now is figure out how to adapt to this new world. Employers need to morph their business structure to accommodate remote workers, while workers must learn how to find their footing in the remote job market. IdeasUnlimited will continue to help both.

If you’re looking to build your remote team, be sure to get in touch with our experts. And for anyone looking to find work from home opportunities, we’ll keep you posted over on our careers website.

Why You Should Hire a Healthcare Call Center During the COVID-19 Pandemic

Why You Should Hire a Medical Call Center During the COVID-19 Pandemic

By | Administrative Support, Business Sustainability, Call Center Support, Customer Service, Healthcare Call Center Support, IdeasUnlimited US Remote Workers, Inbound Call Center Solution, Medical Virtual Assistant, Outbound Call Center Services, Remote Support Services, The IU Way, Virtual Assistant, Virtual Assistant Support | One Comment

Being a healthcare professional is one of the most stressful jobs to have during the COVID-19 pandemic. Even if your healthcare center does not cater to COVID-19 testing or treatment, you likely have several patients whose health you need to monitor closely in radically different conditions than any of us were used to previously.

Most healthcare providers cannot in good conscience neglect their patients, urgent or otherwise, for extended periods of time. Physician groups, hospitals, and clinics around the country are shifting to telehealth or minimum-contact patient care. However, they are not fully equipped to deal with these drastic changes. With most patients preferring to call in or video-link to doctors, but not willing to wait for care, it is important to ensure that these processes run like a well-oiled machine.

You need experienced medical call center agents to handle this sudden influx of calls. The calls might range from appointment scheduling, to prescription refilling, to questions about invoices, and reliable after care. Relying on your employees to do both this work and their usual roster of tasks will almost certainly result in poor customer satisfaction.

Why You Should Have a Medical Call Center

Give Your Patients COVID-19 Information

Healthcare practices are the first point of contact for people when they have questions about the pandemic. This is especially true for especially those specializing in general medicine or internal medicine. Since new information about COVID-19 is coming forth constantly, patients reach out repeatedly, trying to quell their anxieties about potential symptoms. Many also keep calling to ask how to stay safe in these conditions. Doctor offices around the world, from India to the UK and the US, are reporting a deluge of calls with a dearth of patient visits. Mobilizing to cater to these calls with a minimum of disruption to all other essential work is necessary. Your one solution to this problem; which will likely stretch to the next year and possibly beyond, is hiring a healthcare call center.

Improve Customer Satisfaction and Keep Revenue Streams Ongoing

These days, patient footfall has fallen drastically on site; so quality measures should focus largely on call responses instead of on-site dealings for the time being. Training a staff that is used to face-to-face interactions to transition to communicating only over call is an uphill battle.

However, keeping customer satisfaction levels high is as imperative as ever. Bear in mind that any patient receiving comprehensive and compassionate guidance from you during this time is likely going to show customer loyalty towards you for a long time. You will reap dividends many times over in the long run by focusing on patient satisfaction through healthcare call center support.

Patients are asked to provide information about their healthcare experience via the annual Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Unacceptable survey results can lead to hospitals losing some reimbursements from Medicare; an overall loss of over $1.7 billion in 2017. A healthcare call center influences and improves the patient experience, ensuring that a minimum of these reimbursements is lost. This is why two-thirds of US hospitals use healthcare call center support.

Healthcare Call Centers Can Save Money for Physician Groups

A healthcare call center brings with it a wealth of experience and guaranteed HIPAA compliance.

By sharing a healthcare call center across a physician group or a clinic shared by several providers, the cost of handling patients goes down considerably. Instead of hiring several people, one competent and trained healthcare call center representative can handle all calls made to the group. This brings down the immediate cost of labor for all physicians who are part of the group. The cost of training is reduced as well, while the cost of lost patient revenue due to irate clients becomes negligible.

If only one provider wants to hire a healthcare call center, that provider can hire a call center representative who works part-time but manages or returns all the calls made. Through IdeasUnlimited’s healthcare call center facilities, you can hire a call center representative to work for you for a pre-agreed number of hours per week. The healthcare call center’s focus leads to efficiency, with immediate results being apparent.

Lower Risk and Better Compliance

Having a HIPAA-certified agent handle your calls lowers compliance risk considerably. While initial HIPAA-training can take from 2 to 3 hours, the ongoing training and compliance is a struggle for each provider. HIPAA procedures need to be so ingrained in the staff that patient privacy and best processes take center stage. The best way to do this is by hiring a healthcare call center that has certified agents.

Identifying Where You Are Losing Money

Some healthcare call centers, such as those operated by IdeasUnlimited, offer a holistic package which includes cost audits. IdeasUnlimited’s healthcare call center service includes an audit of the business, which will identify where the healthcare provider is losing money. This service is imperative during the coronavirus crisis. Especially since healthcare providers and physician practices are being encouraged to operate at full capacity, yet income is slow with coming in. Reducing unnecessary costs and administrative bloating can improve the bottom-line manifold. Most healthcare providers who grow beyond an office of ten people don’t realize that their administrative costs are too high and can be reduced through consolidation. Having a third party objectively analyze your costs will identify where your business can improve cash flow in these trying times.

Access to Service Data and Quality Control

When you hire front desk representatives to take patient calls, you don’t have access to the kind of data you need for quality control. In such a situation, your options for keeping tabs on and improving customer service are very limited. On the other hand, healthcare call centers operate with strict quality measures in place, and content dashboards with access to service data. Having access to data regarding each patient contact grants you immediate feedback regarding services. Moreover, it helps you steer the direct and indirect messages going out to your patients.

IdeasUnlimited’s quality assurance team can take this task off your hands as well. The quality assurance team monitors calls and ensures that the standard operating procedures, as defined by the client, are observed. Quality assurance ensures excellence at each stage of contact with the patient.

By documenting each client contact in an easily searchable way, you ensure that your client contacts are up to par. You also have a detailed client contact history that enables you to have as complete a picture as possible when dealing with a client. Having detailed records also minimizes provider liability.

Why IdeasUnlimited is Your Best Choice for A Healthcare Call Center

Why IdeasUnlimited is Your Best Choice for A Healthcare Call Center

If you are not yet employing a healthcare call center, now is the time to take the leap and reap the dividends. Not shifting to a healthcare call center may actively be harming your business without your knowledge. IdeasUnlimited is the ideal partner to help you transition to a new way of handling your patients. Contact us at sales@ideasunlimitedonline.com to get a custom quote for your business today.

Sales Support Staff

Why is Your Sales Support Staff Crucial for Keeping Your Business Afloat?

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Customer Service, Marketing Virtual Assistant, Remote Support Services, Technical Support, Technical Support, The IU Way, Virtual Assistant, Virtual Assistant Support | No Comments

Why Do You Need Sales Support Staff?

Why is your sales team not achieving their desired quotas and is instead consistently underperforming? Is this a consistent problem that is harming your closing rate? Read on to see the biggest reason why in order to address it straight away.

Hire sales support

One of the most effective strategies of making headway in this department is to hire sales support. Sales support staff exist for the sales representatives to be able to close sales faster, smarter, and more efficiently.

Typically, less than 40% of a sales team’s time is spent generating financial returns. Why is that the case? Because 60% of an agent’s time is spent on time-intensive and painstaking secondary tasks. A lot of them are not directly related to acquiring new clients, but they are absolutely essential for keeping your clients happy. This then translates into keeping your business afloat. You need sales support staff to handle the bulk of these secondary tasks so your sales agents can focus on closing new leads.

However, there is a fine balance your company has to walk to hire just the correct number of sales support employees to enhance your sales team’s productivity but also justify the additional expense. Having 50-60% sales support workers in your sales team hits the sweet spot.

Ancillary tasks need to be assigned elsewhere to free up the frontline and pre-sales team’s time and energy. Administrative support tasks like handling accounts, scheduling meetings with customers, following up with them about their order(s), and other sundry tasks are some of the duties that should be performed by sales support staff.

Customer Relation management by Sales Support

Maintaining a Customer Relationship Management System is part of their job description as well. They update client accounts, new developments, and current statuses here for easy access by any relevant company employees. This is a farsighted approach which streamlines processes that weigh down those workers whose work directly translates into more revenue being generated. Spending hours and hours on monotonous routine tasks is tedious for someone who knows their time would be more productively spent elsewhere. A CRM system is also a convenient reference for the processes that your business incorporates. It allows for you to easily scale up when required and is also helpful for training new hires.

CRM systems also acts as a task management platform with reminders of meetings, things to do, and deadlines. They are connected to communication channels like email, telephone calls, and social media etc. for real time engagement with clients. They also record the history of each order and client interaction, which in turn allows for a better understanding of why some deals fall through while others are successful.

What Are the Responsibilities of Sales Support Staff?

The job of a sales support individual is to streamline processes and provide bilateral support and tertiary services to ensure the sales staff can perform at their maximum capability and efficiency. Your sales support staff will mainly be handling peripheral tasks related to client orders and inventory management. They will take care of administrative tasks like scheduling meetings, data processing, providing leads to the sales team and handling customer inquiries. These personnel need to be able to organize their tasks proficiently because they are crucial for the efficient running of the company.

Sales support increasing accountability

Their responsibilities will include the following:

  1. Administrative support

Sales support staff make sure processes run smoothly by providing administrative support. Their tasks include:

  • Processing orders and updating backlogs in the digital CRM system.
  • Scheduling meetings with clients and assigning them to sales representatives.
  • Forwarding all client complaints and inquiries to the respective departments for maximum productivity and client satisfaction.
  1. Acquiring and retaining clients

This staff will also act as your frontline appointment setters, cold calling and warm calling agents, and backend data entry operators to ensure that your sales team works as well as it can. They will take care of:

Sales Support as a client retainer
  • Handling client inquiries to their satisfaction.
  • Forwarding prospective client leads to the sales agents so they can follow up with them on their end.
  • Recording sales orders with their relevant details in the CRM system and handling rush orders.
  • Overseeing the status of pending orders by keeping in touch with the clients to reassure them and keep them up to date.
  1. Monitoring the sales team

Sales Support to monitor the sales team

The sales support staff also monitors the sales team’s internal processes on a day-to-day basis. This creates a tiered organizational structure so that the responsibility and supervision does not rest solely in the hands of one manager. On the other hand, the tasks are subdivided to be better achievable. This aspect covers:

  • Keeping a check on the sales team’s developments and progress.
  • Analyzing data from the CRM system to investigate the ratio of leads converted into sales, the factors behind a low or high conversion rate in different areas.

Sales support can study buying habits in different demographics according to their sales data for more targeted marketing. Any insights on sales trends across the industry would be helpful for the team to know which directions to pursue.

  • Organizing reports to chart the sales team’s performance as well as research and implement strategies to improve said performance for the optimum running of the team.

We often see companies laying off sales support staff in a purported effort to reduce costs while still keeping the essential workers to keep the business operational. But by reducing the percentage of sales support, the company sees a dramatic decrease in productivity and efficiency. Scaling up or scaling down, for each frontline sales agent, there needs to be a sales support agent. This will ensure that processes run smoothly and without easily avoidable glitches.

Delivery Services During COVID-19

10 Ways to Optimize Your Delivery Services for COVID-19

By | Business Improvement, Business Sustainability, Customer Service, Employee Management, Remote Support Services, Remote Work, The IU Way, Virtual Assistant, Virtual Assistant Support | No Comments

COVID-19 has shaken up the whole world and placed a strain on quite a few industries, especially delivery companies. You must be wondering how you can quickly adapt and capitalize on this opportunity.

Logistics and operations can be very well managed remotely. You just need good collaboration tools, an up-to-date database, and a skeletal staff on site who can take care of the actual packaging and dispatch. Let’s discuss this in more detail. What would you need?

We have listed 10 different ways you can keep supplying all your customers and maintain as much normalcy as possible.

1. Display Social Responsibility

Ensure that your in-house operations have preventative systems in place and all your employees have protective equipment. Your business runs because of your employees, so taking care of them will only help your own bottom line. An added bonus—your customers will have greater confidence that they will be receiving non-contaminated products. That will give you an immediate edge over your competition during the COVID-19 pandemic.

2. Minimum Contact Delivery

This must be one of the first things that you should take care of in light of this global pandemic. Your customers should not feel like they are putting themselves at risk while receiving packages. Introduce curbside delivery with a notification so the customer can pick it up before someone else does. Minimum contact delivery is the way to go, both for your customers and to keep your employees safe.

3. Adjust the Packaging

Something as simple as multi-layered packaging can boost customer trust in your business’ hygiene standards. Add an outer layer of packaging that can be easily discarded by your customers before taking the items inside their houses. Make your customers’ lives easier and reap the benefits in the form of greater sales despite COVID-19.

Optimizing Delivery Services During COVID-19

4. Easier Online Payment Methods

Expand your online, no-contact payment mechanism to include more methods, especially allowing for local preferences. If you only stick to bank transfers and credit card payments, you may lose out on a considerable chunk of your target market.

5. Good Collaboration Tools

Get better worker collaboration and communication tools so you can get in touch with your workers from anywhere, at any time during business hours. Audio and video conferencing tools like Zoom and UberConference, chat software like Slack and Skype, mobile collaboration tools like Telegram, and project management tools like Trello are all free for you to try out with your team and judge their utility yourself. You don’t even need to issue company headsets for business lines. Invest in a good-quality VoIP like RingCentral and get softphones that your employees can use from anywhere, just as long as they have a stable and good Internet connection.

6. Redirect Your Workforce

Move your in-store team towards managing online sales, taking orders through social media, and promoting your business to their personal networks. The faster and more efficiently you can handle online sales, the better it is for your bottom line.

7. Change Hiring Practices

Hire workers who are experienced at remotely handling tasks. That way they can handle your delivery operations from anywhere in the world. The most important point in favor of this approach is that these remote workers have experience in productively doing their jobs in a remote setting. Trying to permanently move an in-house employee towards remote work may not be as effective or accomplished as quickly.

8. Effective Logistics Team

Your business must have an effective logistics team that ensures your inventory records are up to date and your customer support and sales team get quick responses from the warehouses. You don’t need to keep this team on-site. Rather, pare down your on-site team to the bare minimum needed to package and deliver the products and move everyone else to remote work.

9. Faster Customer Support Response

The speed of your customer service team’s response is crucially important for retaining customers. Social distancing is allowing your customers more time to pick and choose which businesses they want to patronize. You are also competing with all other online businesses for your customers. Hence, you want to respond as fast as possible with order confirmation, tracking information, answers to customer questions, and troubleshooting advice.

Look into partnering with a 24 hour call center or after-hours call center to achieve this goal without going through the hassle of recruiting, managing, and monitoring the agents yourself.

10. Better Tracking Mechanism

With the majority of your customers stuck at home and most delivery services bogged down by extra orders and insufficient staff during the COVID-19 pandemic, customers are even more interested in real-time tracking of their orders. If you don’t have an efficient system in place already, remedy that oversight immediately. Track your delivery trucks and plan routes more efficiently, to be able to handle and deliver as many orders as quickly as possible.

Even if the delivery cannot be faster or is unavoidably delayed due to quarantine or lockdown rules, keeping customers informed keeps them satisfied.

Conclusion

These strategies will lower your overhead costs and make your business more competitive despite the COVID-19 pandemic. Switching some of your office jobs to remote roles will directly decrease business expenses, improving your bottom line. Your business will be able to survive and even flourish in tough economic times. Do not waste your time. Look into how these tips apply to your business and make the changes necessary before you are mired down by new problems created by deficiencies in your systems.

Why do you need honest customer service?

Why Should You Have Honest Customer Service?

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Call Center Support, Customer Service, Employee Management, Entrepreneurship, IdeasUnlimited US Remote Workers, Receptionist Service, Remote Work, The IU Way, Virtual Assistant | No Comments

Why do most companies keep customers in the dark until the issue can be resolved?

They don’t want to have to tell the customer that there is anything wrong and to acknowledge their mistake. Often, the problem might not even be any mistake but an accident caused by uncontrollable events, but customer service representatives are hesitant to disclose the real issue behind the scenes for fear of being held liable for it later on.

Backed by our 9+ years of experience in operating a customer care center, we are here to tell you that honest customer service is the only way to go for operating a sustainable business.

Why Customers Dislike Being Left Out of the Loop

Customer dislike being kept in the dark for these two major reasons:

  1. 1. It makes the customers feel frustrated that they do not have the full picture of what is going on and it makes them feel that you as a company do not care about your clients.
  2. 2. Customers cannot manage their expectations because they literally have no idea what to expect.

Why You Should Tell Customers the Truth, Even When It’s Bad

It is a natural impulse to hide bad news for as long as possible but we’re here to tell you that being honest with your customers would be a better business decision. Here is why:

  1. 1. Being honest will generate trust between your company and your customer. Doing otherwise will not create long term value for your business. If you are straightforward and clear in your dealings as a company, it is only natural that honest and trustworthy people will in turn be attracted to your business. Like follows like.
  2. 2. Customers are intelligent. They understand that problems do arise. They can handle bad news and do not even mind if it is handled correctly. They’re more interested in what you’re doing to fix the issue. They just want some reassurance that something is being done to rectify the situation in an expected timeframe.
  3. 3. If clients are happy with the customer service they are receiving, they’ll return more and more. A successful business depends more on return customers than new ones.

Why Valuing Honest Customer Service is a Good Business Idea

Having a strong customer service center which becomes known for its honesty and integrity can be a huge asset that can catapult your popularity. Customers are more willing to try out a new company if they hear that they are willing to go above and beyond for their customers. They are likelier to reward a company who they hear are honest. It makes the customer realize there are actual human beings behind the screen who care about you as another human being and want to solve your issue.

Another advantage of this is the goodwill this develops between the customers and your employees. Your employees will be content in a place they know upholds good moral values and will be proud to be working there.

Honest customer service

How Can You Become a Company with Honest Customer Service?

How can you uphold these values without altruistically running your business into the ground?

What you need to do when defining your expertise/ services is to be as detailed as possible in favor of exactly defining what it is you are offering. This shows that you value time and clarity of thought. It will also make it easier for customers to be able to find you from amongst the hundreds of other companies.

If the customer has been inconvenienced, you should be transparent and ask them how to make it up to them. You can give options like giving refunds, gift cards or coupons and let them decide.

One major deterrent to opting for a dishonest approach to handling customers is that anything you do will always remain online for everyone to see. Be they reviews or internal communications with your employees, you should know anything done on the internet remains on the internet. An ethical company would have nothing to fear from a disgruntled employee or irritated customer.

Things to Avoid:

Using vague language which is extremely generic will give the impression that you are brushing off your customers by using popular jargon without putting much thought into what you are saying.

People will have pre-established notions of your company if they have already been exposed to negative reviews pertaining to your reputation as untrustworthy or fraudulent. They could have heard it from other people or read it online, it doesn’t matter. It shows a history of behavior and customers are less likely to give such a company a chance.

Lying has another negative drawback. It can always circle back, and the actual truth can be revealed. Even if you think you got away with it in the initial situation, if a customer later realizes they have been lied to, there is a chance that they get angry enough to take their business elsewhere.

At the end of the day, there will be no business if there are no customers, so it is simply good business sense to make their satisfaction your priority. So, what are you waiting for? Get expert customer service center support today in order to avoid these pitfalls and build a sustainable brand.

IU services in COVID-19

Is COVID-19 Harming Your Business? We Can Help

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Call Center for Small Business, Call Center Support, Customer Service, Ecommerce Support, Ecommerce Support Services, Healthcare Call Center Support, IdeasUnlimited US Remote Workers, Inbound Call Center Solution, Marketing Virtual Assistant, Medical Virtual Assistant, Multilingual Customer Service, Outbound Call Center Services, Remote Support Services, Technical Support, Virtual Assistant Support | No Comments

The coronavirus pandemic has rained trouble down on small businesses from every angle. The business landscape is uncertain, and every sector has had to adapt. Whether business is reduced, or it is temporarily booming, we can help you get through this time. Our secret is leveraging and managing a remote workforce.

Chat, Email, and Call Center Support

Just like most businesses today, your business may be spread thin; perhaps employees are staying at home, availing PTO. Or perhaps you could not afford their services, but cannot handle all the work they were taking care of. If so, it might be time to look into hiring and managing a remote workforce.

Hiring a remote workforce during this time to take care of customer emails, calls and chat requests is the best way to ensure that your customers or clients feel well taken care of. While clients will understand that you are working with a reduced staff, they will appreciate your company much more and will not put services on hold if you are proactive in getting their work done.

A remote workforce is often much less expensive than local services. Not only will that drive costs down when margins are thin, managing a remote workforce through IdeasUnlimited will ensure that you know exactly what it’s doing any time it is on the clock. As industries have shifted almost entirely to telework, employers have been worried about paying their employees for work that doesn’t get done due to all the distractions at home. IdeasUnlimited remote oversight services guarantee that your employees are working on their job duties wherever they are in the world.

Chat support, email support, and call support can be customized to any business. If your emails are piling up, or clients are concerned about never being able to reach you, you can hire IdeasUnlimited services on an hourly basis today.

Remote_Work

Boom in Business?

If you’re experiencing a boom in business during the COVID-19 pandemic, you need to capitalize on this and handle it correctly with your customers. Responding to clients promptly and making sure that they do not experience any hassle in getting their order or service requests through, is paramount. This will pay dividends in happy, returning customers. Hiring a customer care center that is experienced in support services will ensure that you hit the ground running and do not need to waste time interviewing contractors. With top remote teams providing 24/7/365 support, fast scalability and flexibility, omnichannel support, and cost-effective packages, IdeasUnlimited will be the ideal partner to help you during this crisis. IdeasUnlimited will take most of the work of managing a remote workforce off your hands.

Healthcare Call Center Support

Hiring a remote workforce for a call center during the coronavirus crisis will provide the ideal infrastructure for handling all your client calls and queries. A healthcare service inundated with calls and questions during COVID 19 will have to scale up quickly, without any degradation in customer service. With most doctors switching to telehealth appointments amidst the crisis, having a remote workforce ready to handle potential healthcare clients has become even more important. Through IdeasUnlimited’s healthcare call center staff, you can hire remote call center workers to take care of both frontend and backend services. Frontend agents can set up appointments, handle prescription refills, check eligibility and benefits etc. The backend agents, who are also certified in all major EMR platforms, can enter patient demographics, claim scrubbing and submission, billing, etc.

Health care support services IU

Operations Support

Business relief plans offered through governments the world over do not cover contractor pay. Thus, you should look into hiring overseas contractors who will ease the financial burden on your business, since you will get the same work done for much cheaper. IU services such as marketing support, virtual assistant support, and call center support can help you keep your business going, but at a lower cost than usual.

Outsourcing invoice generation and collection, bookkeeping, and payroll will not only cut your employee costs down, it will allow you to focus on core business responsibilities. During the COVID-19 pandemic, your primary focus should be on adapting your core business model to the changing conditions and appealing to existing customers. Support services can be outsourced at a cheaper rate than in-house employees or contractors.

Marketing and Ecommerce Support

With most brick and mortar stores being forced to close their doors, or having to adhere to strict restrictions regarding footprints, online shopping and deliveries have boomed. Your business needs to set up or enhance its ecommerce platform as soon as possible, because that’s where the bulk of your customers will be contacting you. IdeasUnlimited can help you with website development and have your website up and running as soon as possible. However; you need to market the website once it is published.  Providing a good customer experience on the website is also imperative. IdeasUnlimited offers a full ecommerce support package, including technical support, logistics support, marketing support, backend support, product research, and brand management. We can also help you with managing a remote workforce for website development and maintenance.

Billing Support

During the COVID-19 pandemic, your business should give clients a larger window of time to fulfill invoices; however, you should not be giving work away for free. It is necessary for cash flow that you track client work and bill them on time and accurately. You should try to stay on top of this; however, if you can’t, hiring a remote worker to take care of this for you may be the best option. IdeasUnlimited can provide you billing support at flexible hours per week, to make sure that your business does not lose money it should not be missing out on during this pandemic.

Contact us today to get a custom quote for your business at sales@ideasunlimitedonline.com.