Redefining Customer Service – The Integral Role of Virtual Assistants in Enhancing Customer Experience

Customer service is a critical component of any successful business, but it takes consistent time and effort to ensure that every customer benefits from a great customer experience. A Virtual Assistant can make all the difference to a busy estate agent’s business when they take on a customer service role – immediately responding to customer inquiries, providing timely feedback and ongoing support. Their role in customer service can also include providing quality after-sales support with a view to nurturing customer loyalty and retention. This includes obtaining word of mouth referrals from happy customers. And the benefit? Enhancing your customer experience will drive increased sales and business growth.

Virtual Assistants can ensure a quick speed to lead time

Replying to clients fast is a competitive advantage. An MIT lead response management study1 found that the odds of qualifying a lead drops 21 times if called within 30 minutes versus being called within 5 minutes. Yet, a Forbes study2 cites the average business lead response time as 47 hours. It follows that estate agents who can respond to a lead within five minutes have a much higher chance of success than those who only get to it in hours or even days.

A Virtual Assistant can take on critical customer service tasks such as rapidly replying to leads and enquiries, and understanding customers’ needs so that they receive appropriate services quickly and efficiently.

Virtual Assistants can nurture your database

When it comes to converting leads into customers, not every client prospect is ready to buy now. Once prospects are in your sales funnel, you can nurture them with helpful, relevant content that moves forward as potential buyers, until they’re ready to buy from you. Think of lead nurturing in terms of creating a targeted series of communications, in which each one has a clear and concise objective – to move a sales prospect to the next stage in the sales funnel or drive a particular desirable action.

Virtual Assistants are highly skilled and versatile professionals who can handle a wide range of tasks, from administrative support to specialised tasks like graphic design or content creation. A digitally savvy Virtual Assistant will have all the tools at their disposal to nurture your database and spearhead the delivery of a customised experience to your prospective clients via your website, email or social media.

A Virtual Assistant can manage existing client communication and reach out to customers after their initial purchase, in person, to check if they need any further assistance. Having “real person follow-up” with clients shows that you value them and their business and keeps your brand fresh in their minds.