What Does Virtual Customer Service Mean?

Your assistant would know how to listen for important information that can help them resolve clients’ issues. A number of measurement protocols exist, such as customer satisfaction scores, to make sure that you’re continuously improving this important CX metric. With virtual customer service, you get access to the newest and best version of all of these essentials, without having to foot the bill for purchasing them. While many establishments and schools have already opened their doors, health and security risks still loom heavily in the air. Local and national governments can push new laws that will change business outlook overnight.

What Is Virtual Customer Service

Virtual agents are also another integral part of the call center, virtual or not.The terms “virtual agent” and “virtual customer service representative” are sometimes used interchangeably. Virtual agents are AI-driven bots that can help customers the same way live agents do. Virtual agents can be pre-programmed to provide customers with the support they need. They can give customers order updates, take payments, and help them with other routine account maintenance tasks. Virtual agents can also be set up to help customers in an omnichannel platform. Of the many virtual customer service channels, live chat is arguably the best option your company has in its arsenal to curb the increasing customer churn rates.

Looking to build a remote team?

Remember, one bad review can completely change how consumers perceive your business. That’s because trust is the new currency that brands and customers trade with. And if you lose your customers’ trust, you’ll experience high churn rates and ultimately lose money. That’s why business owners are using new types of customer service to ensure every customer is satisfied with the service they receive. Customers enjoy reduced wait-time, accessibility regardless of the location and time zone.

  • However, the thing is, when you’re busy, it’s virtually impossible to take care of all the business processes yourself.
  • Granted, one or two people on your core team may be responsible for carrying out customer support functions.
  • This will act as a magnet to draw new customers and retain existing ones.
  • Indonesian medical companies such as Alodokter and Halodoc understand it perfectly.
  • Nowadays, many entrepreneurs are opting to use virtual assistants to help with a variety of tasks, from administrative work to customer service.
  • They can also contact a virtual agent via the channel of their choice.

Virtual customer service representatives are programmed, or “taught,” to be experts that can assist your members with any need they may have, 24 hours a day, 7 days a week. Leading virtual contact centers like Working Solutions focus on continuous education and development to ensure that agents are always performing at the highest possible levels. With an on-demand, virtual-based contact center service provider, you get access to a full-time team of high-caliber customer care agents. People now buy more from companies that care about their employees. This is yet another interesting and significant consumer behaviour that came about because of the pandemic. Buyers are generously supporting companies that do not risk their employees through face-to-face interaction.

No office expenses

Do you often find yourself taking a lot of different roles to propel your business? You don’t have to go through all the traditional What Is Virtual Customer Service motions in order to build an amazing team. Think outside of the box and revolutionize the way you build and run your company.

  • It is even more so if you consider that CS professionals directly affect retention.
  • You simply have to get in touch with an agency, let them know your requirements, and wait for your assistant.
  • Unlike other customer service channels, video allows customer support agents to create a sense of empathy with customers.
  • LiveVox’s unified omnichannel platform allows customers to communicate with call center agents through SMS, chat, email, and text.
  • Your online presence could give your brand a boost, but only if your pages are well-maintained.
  • Software solutions are often contracted through different companies with their own servers and locations.

Many businesses use virtual assistance to improve customer service experience and reduce customer support costs. Customer service virtual assistants are typically used by businesses that have a large customer base or that offer customer support 24/7. However, the thing is, when you’re busy, it’s virtually impossible to take care of all the business processes yourself. This is where hiring a customer service virtual assistant can make an important impact.

In-Person Customer Service vs. Virtual

As employers realize the advantages of a remote workforce, the number of customer service remote jobs is growing rapidly. Granted, one or two people on your core team may be responsible for carrying out customer support functions. However, there has to be a match between how much needs to be done, and how much they can actually cover. To be more productive, outsource routine matters to a virtual assistant and realize productivity gains. However, think again if you feel social media is for angry customers ready to vent their frustrations about your brand, products, or services. Often, consumers use social media customer service to praise their favorite brands instead of complaining about them.

Request a demo here to see LiveVox’s virtual solutions in action. While you can reduce your operational costs, you do not need to spend money on physical office space as your assistant will be working remotely. More importantly, you will provide exceptional customer service to your clients, and you maintain your company’s reputation.

Comprehension skills

The chatbots can work fast and answer customers’ questions at the same time without waiting for another customer to finish. Chatbots can also help you efficiently respond to the typical questions you get about your business, so that your human assistants could concentrate on unusual or very specific queries. If you have a help desk tool, but you aren’t getting back to people’s queries as quickly as possible, you should be getting an assistant.

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What’s also crucial in delivering such service is that chatbots can interview any volume of users simultaneously. The chatbot leads them to the diagnosis of whether they are healthy or not. Indonesian medical companies such as Alodokter and Halodoc understand it perfectly. To address their patients’ concerns, they have launched Corona check websites that can be accessed anytime for free.

Emplifi Service Cloud

For example, you call your telecommunication service provider and ask for a new service. An agent offers you two services where the only things they understand are the name and the price of the service. Wouldn’t something like that make you rethink your service provider? You can clearly see what lack of agent’s comprehension brings to customer service.

What Is Virtual Customer Service

Unusual times require unusual measures but the idea of a call center that is geographically decentralized is not new. Their phone operators and agents work remotely and from different locations . The “Aisera AI Customer Service” is also evolving at a rapid pace and has actually been upgraded many times over the past year, with significant improvements and expansions. While upgrading tools has benefits such as bug fix for users, it requires efforts to understand new features. In short, frequent upgrades place a certain burden on the end user. However, don’t worry, AISERA has an excellent Customer Success Manager who is taking care of you from the customer’s point of view.


The Remote CSR’s get your focus on your business where it should be. In today’s market, where do you start to look for a responsible and trustworthy resource that can carry your organization and is fully motivated to improve each day at the job? As a business owner, you need to be able to delegate responsibilities to your employees without having to worry if they will be able to perform as expected. Well, I have always believed that delegation is an art and it’s not easy to do. All great workers want to have the job done right and the only way to do it is to do it themselves. This is what differentiates a great worker from a great manager, great managers surround themselves with a good team and focus their attention on the training process.

Alodokter and Halodoc chat pages with Coronavirus Risk Test The whole medical interview is handled by a chatbot and it is the user (“patient”) who selects the most fitting answers. This way, the individual feedback they receive is solely based on their honest answers, similarly as if they had consulted a physician. Order a Phone Call Bot is one of the templates included in Tidio chatbot templates library If you are using many tools that you need to “glue” together, consider using Zapier. It can exchange information between your VCC software and other apps.

  • Findings from a survey carried out with 132 users of an airline’s website, which displays a virtual customer service agent, support the model proposed.
  • Further, with virtual customer service, customers who can’t ask for help within regular working hours can send a chat message or email anytime and expect a response within working hours later.
  • Your virtual assistant can interact with customers on a personal level, while using technology like a product quiz for assistance.
  • If your company has happy customer service agents your company will have happy customers as a result.
  • Nowadays, we are observing an influx of new communication channels.
  • If for any reason your assistant has to leave, you’d have to find, hire, and train a new one.