Customer Service Virtual Assistant Checklist for Email Handling

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The art and process of customer care have witnessed a massive change since its early days. Today one cannot think of pressing multiple keys and entering the selection keys throughout a long waiting session before connecting to a customer care representative. Thanks to the companies like VL BPO, chat and email service in the USA have gained more importance. Probably, chat and email services have emerged as the biggest mediums of customer care in every possible way. Every small and big business today is hiring support agents who will swiftly address and resolve the customer pain points all through the day.

Now, let us discuss the role of a customer service virtual assistant in offering customer services. A customer-service virtual assistant will help your business by handling various channels of customer services such as calls, chats, emails and blended support. He/she will also offer assistance in following up with the customers. In a nutshell, a virtual assistant will shoulder the tedious and most difficult tasks of customer service. Here, we will especially focus on the customer service of email handling. Leading customer service agencies like VL BPO abides by the following principles for offering the best email service.

• The Tone Should Be Polite:

An effective customer email support service always acknowledges the importance of maintaining a polite tone. Besides, the email should be conversational, and the replies should be lively as well as to the point. Thus, one can add a personal chat and make the customer feel comfortable. Further, maintaining etiquette is the best method to enhance customer experience.

• Knowledge is Important:

The virtual agent handling customer email service must have the right skills and knowledge to offer swift assistance to the customers. If the support agent is unable to offer a resolution to their problems, they will simply turn to another entity. In other words, an organization will lose its customers if the support agent is unable to resolve customer problems with adequate knowledge. So, a support agent should have the right knowledge about the products and services a company is offering.

• Using the Canned Messages When Required:

A customer support agent will find many canned responses, which he/she can use for faster turnaround time. An efficient support provider needs to learn these responses and utilize these when required. This is essential for effectively conveying the messages to all the customers without wasting time and effort.

• Knowing and Using Shortcut Keys for Swift Response:

Time management and swift response are very important in customer service email handling. A virtual assistant for email support must have thorough knowledge about the shortcut keys. Besides, he/she should be skilled enough to utilize the shortcut keys with great speed and efficiency while replying to the customers.

As your trusted virtual assistant, VL BPO follows all the above-mentioned principles to offer matchless customer service through email. So, get in touch with us!