Friday, March 23, 2012

Customer Feedback Fridays - Easy 'Peasy'

If you missed our webinar on March 14, be sure to mark your calendar for another exciting webinar discussion on April 11 (details to be announced.) Each month we will address another industry-related topic. We are looking forward to continuing our monthly series.

Now, back to Customer Feedback Fridays: Ease of implementation and maintenance.

I recall a conversation with a prospective customer a few months back. He said to me, "So, there are some folks working with me that think a Virtual Assistant is easy to launch, and only requires a few hours to maintain. Be honest, what is it going to take to get this up and running and keep it up to date?" The truth is, implementing a Virtual Assistant takes about 6 calendar weeks (sometimes less). We do the heavy lifting for you, and suggest a minimum of 10 hours per month to assess knowledge gaps, etc.

A good statement to ask yourself when launching a Virtual Assistant is this: I would never send a store clerk or call center agent to the front lines without the proper training; Why would I expect a Virtual Assistant to stay current without the proper knowledge?

With that, I will leave you with a quote from a noHold customer. Happy Friday.

"We implemented InstantSupport™ in about 6 weeks. We have to invest only 10 hours per month to maintain it at peak performance." - Vice President Quality and Support, specializing in GPS technology.