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Virtual Assistant

The Future of Omnichannel Customer Support is NOW!

By | Backend Support Services, Call Center for Small Business, Call Center Support, Customer Service, Employee Management, Entrepreneurship, Remote Work, The IU Way, Virtual Assistant | No Comments

Not very long ago, customer services were predicted to get revolutionized leaps and bounds by the end of next decade. The future is already here! A future-oriented customer service center focuses on all key aspects of modern consumer preferences delivered jointly, through groundbreaking interactive technology and optimally skilled call center support teams.

Plenty of new trends have infiltrated into customer services and support services over the time.  Many predictions were called and some of them have stood the test of time well. Digital innovation has transformed a customer service center in terms of communication channels, modes, services, time zones, and digital and human interactions.

Today, customer service is rapidly weaving into the core and unified systems of a business setup. Thanks to cloud-based technology, a customer service center is now a successful integration of skilled humans, innovative processes, and cutting-edge technology.

Creative disruption is playing a critical role in this integration. Work centers are decentralized, and innovation is elevating and sharing operations across desks and boundaries. In such an environment, a reliable firm can play a vital role in creating such synergy for you, and that too cost effectively. It can help you set a truly omnichannel customer experience by knitting marketing, PR, helpdesks, and social media together.

Why do you need a specialized customer service center if digitization is taking over? Let’s answer this question after we consider some features of a future-oriented customer service center that are proving to be absolutely necessary and seem to be bringing in the revolution at a faster pace:

  1. Personalized Omnichannel Support

Customer experience has been bombarded with several buzzwords, new concepts, and practices since last two decades. Creating value for customers has taken the forefront in service delivery and communication has become the key. This ‘communication’ is multifaceted and multichannel-ed; therefore, it is polarized into automation and live person-person talking.

Companies are using customer demographics extensively to sieve customers through their communication network. They have social media, telephone, and email to connect to its customers. With social media customer services as a first priority for Gen Z, Millennials preferring live chats and video calls, and Gen X reaching out to a live customer service representative, the newest ways of integrating social media, voice infrastructure, and CRM systems have to be worked on. However, telephonic conversations are a priority for they bring the most personalization, better Customer Effort Scores, and ease of shifting between mediums to resolve complex issues in a timely manner.

  1. Voiceprint Identification

There has been an exponential increase in the use of smart devices since 2000s and this will further increase by 2025. This takes us to the next aspect of personalization and customized customer support.

A future-oriented customer service center is now working towards ‘Token-ising’ the identity of a caller through voice recognition. This information is passed through the data channels and information is sorted and displayed for the customer service representative accordingly. This will help in end to end encryption, identification, and verification of data through core contact centers and CRM applications. Moreover, this helps the agents deliver exceptional level of personalized services without wasting time on gathering primary information each time. Long wait time for retrieving customer history puts off the modern consumer. Nor do they like repeating themselves at each interaction.

  1. Shopping the Customer Experience

Another complementary feature is the growing trend of letting the customers ‘shop customer service experience’ for themselves. This means customers can see a list of agents available, their characteristics, experiences, lingual skills, technical skills, location, and reviews. Depending upon their preferences, they can select an agent and a communication channel.

Customers can further decide if they want to share their profile with these agents for all future interactions and solutions. This signifies the worth and impact of quality human-to-human interaction. This also emphasizes the fact that consumers are not ready to compromise on time or quality of their interactions. They are comfortable in share their profiles if they expect credible value in return.

  1. Video Sessions

The key is to avoid any communication break, which might lead to customer churn. This has led to a movement between different communication mediums at a given time. Resultantly, there is a growing need to manage the shift from interactive channels to interactive sessions in customer dealings.

Nothing works in isolation in this new customer service center model. Therefore, these customer engagement sessions can start from an interactive self-help library search and move to real time

chat, then to voice and video chat in one complete session.  A smart contact customer service center needs to incorporate video support calls, which will be the main differentiator of premium services.

Video calling will be augmented through rich data, content, and tools. Just like telephonic conversation with a customer service representative, looking at an agent on your mobile screens will help develop a better and more emotionally stronger bond of understanding and credibility for the customers. It will help meet the quintessential need to employ technology but keep the human contact intact.

Future of Customer Service Center - IdeasUnlimited
  1. Data Enrichment and Advanced Analytical Tools

Data Enrichment and Big Data are proving to be game changers. Tools for capturing data, analysis, and transforming insights into valuable actions for customer experiences will continue to gain importance. Detailed analysis is required for understanding customer journeys, identifying bottlenecks, improving customer touch points, and reducing customer effort in order to increase brand loyalty.

Customer feedback and survey analysis, social media traffic analysis, and text and speech analytics can help in highlighting issues as well as in bringing continuous improvements in the future. Smart workers in smart contact centers will be able to generate and handle data analytics in a sophisticated manner to yield maximum benefits for the company. A well-rounded team in a customer service center can not only record data but also gather individual and specific feedbacks and use advanced tools for results.

  1. Proactive Sales and Marketing

The customer service center is also becoming a part of proactive sales and marketing operations. It helps businesses monitor and track service or product usage to offer resubscriptions, updates, or repairs. These marketing offers target customer engagement and customer loyalty by making it easier for customers to decide, purchase, and use.

This task is informed through data analytics but captured by humans sitting in a customer service center. Your future-oriented customer service center requires a unified system of information exchange and strategy to provide value to their customers in order to build brand value.

All the above-mentioned features are the uncontested need of the hour and requirement to be part of the future. It is very evident that human factor has not been and cannot be discounted when it comes to the future of customer services.

To step into the future you require a technically adaptive customer service center, where a multitasking agent can competently resolve complex issues by escalating between channels and take a customer interaction from start to finish without breaks. As you cannot drop communication to change channels, you can also not drop communication to change agents.

A 24/7 diverse and dedicated multilingual customer service center is not just an add-on to reap the benefits of globalized business environment, it has become the necessity and a basic need for globalized business operations. You do not have to wait any further to shift to a more sophisticated, and digitally advanced customer support that is inclusive of the winning human factor. Contact a specialized call center support provider and get a customized solution right away!

Tips for Ensuring Your Virtual Assistants Do Not Slack Off

By | Administrative Support, Backend Support Services, Marketing Virtual Assistant, Medical Virtual Assistant, Multilingual Support, Real Estate Virtual Assistant, Receptionist Service, Technical Support, Virtual Assistant, Virtual Assistant Support | No Comments

Originally posted as an answer on Quora for If you have multiple virtual assistants across multiple businesses, how can you be sure that they are not slacking off?

Answer by Shakira, Operations Manager – Project and Growth, IdeasUnlimited

shakira@osbprovider.com

Hiring a virtual assistant to provide administrative support, marketing support, technical support, or any other kind of support services required by your business requires a strong trust-based relationship, more so than hiring an in-house worker. Hiring multiple virtual assistants across multiple businesses compounds the need for a mechanism for building and maintaining this trust in the remote workforce.

The strategies and tools for ensuring they are not slacking off depend on the type of virtual assistant you have hired:

  1. Dedicated

Is the virtual assistant supposed to set aside designated hours for your project or business? Go for this type of virtual assistant if you need assistance with a high volume of meticulous work in certain hours of the day or if a project is time sensitive.

  1. Flexible

Do you want the virtual assistant to complete the set tasks by a certain deadline but work any hours that suit him/her? Most design and web development projects lend towards this type of virtual assistant as do multilingual transcription services and translation of audio files. For such a virtual assistant, your criterion for judging performance and, hence, whether he/she is slacking off will be the quality of work delivered.

  1. Shared

Does the virtual assistant work for you in set hours shared with other projects? Shared hours would be perfect for you if you need virtual PA services or other support services to cover certain hours.

Tips for ensuring your virtual assistants do not slack off

  • Communicate Objectives, Expectations, and Deadlines Clearly: A good virtual assistant needs clear communication of goals, responsibilities, and timelines to deliver results. Once you communicate all three at the beginning of the project, both of you will know how the work is supposed to be carried out. This ensures the virtual assistants do not slack off since they are aware of what results they need to deliver by a particular date.
  • Use a Time Tracker and Productivity Management Software:This creates a transparent process wherein you can see activity levels, app and URL usage, attendance, etc. It will also motivate the virtual assistant to give their 100% to the task since screenshots and the reports generated ensure productivity levels stay high.
  • Set Up a Project Management Mechanism:Take some time out of your schedule or hire a project manager to keep an eye on the project’s progress. This will keep you in the loop, ensure that objectives are being met, and proactively identify any problem areas that can be corrected before they derail the project. This will be the most important tool for managing flexible virtual assistants.
  • Hire Proficient Virtual Assistants from a Professional Support Services ProviderSince you would be hiring from a firm that professionally recruits and places virtual assistants, you’ll be assured of a wider range of highly qualified and reliable candidates who can assist you in a wide range of tasks and businesses. In addition, to build client loyalty, the firm will handle project management as well as the administrative aspect such as payroll processing, and will also monitor the remote team for you. You can simply focus on growing your business by assigning tasks to them. The firm will even take care of initial and ongoing training of the virtual assistants for you. This also reduces the risk of hiring a stranger to assist you in your business since the support services provider will be responsible for finding and retaining virtual assistants, freeing you from that hassle.
  • Give Incentives to Improve Productivity:Like any other workers, virtual assistants will also perform better when offered the correct incentives. Setting up a reward or bonus scheme for performance par excellence will encourage the virtual assistants to complete their tasks on time and to the best of their abilities. This will be most apt for a dedicated virtual assistant since you need to keep their motivation levels high for regular stretches of time and they provide the greatest range of support services.

Use these simple tips to ensure your virtual assistants do not slack off and you get quality work on time. Please comment down below if you have any questions or suggestions.