“What does virtual customer service mean?” this is a question I get asked quite often from my customers. It is also a question I hear my competitors asking me as well. Since every business is different, the definition of “virtual” really depends on the business you are running and what your definition of “customer” is, to begin with.
One way to look at this definition is to put it in the same frame as an individual customer. An individual customer refers to someone that comes into your store, pays for what they want to buy, and then leaves. This customer is gone when you open the door or call them on the telephone. A company or organization, however, has one or more customers. These customers go into your store or company and they are usually there for a while until they either buy what they were wanting to buy, call you about their order, or leave again.
Virtual customer service, in this case, is the telephone service you have committed to providing to each person that comes into your store. These telephone calls are done by trained professionals who can handle any question, concern, or request that an individual might have. These telephone operators are trained in handling all forms of communications, even the most personal ones. You may be surprised at how many times a simple question is handled by these operators. Many times your customers simply hang up, but other times they will stay on the line and speak with you.
The term virtual customer service is an outdated term, which has been adopted by some businesses to describe what is provided. It was created as a way to make the business seem more accessible and friendly. This helps to build a positive image in customers’ minds. In today’s business world, customer service is just as important as a salesperson, since customers will spend money with a business that truly cares about them.
When you hear someone using the term virtual customer service, one of the first things that probably comes to mind is someone who has used a particular business in the past, and the representative takes their advice. This type of customer service is usually offered in retail locations since it is much easier for a business owner to handle this type of customer service by a single location. A retail location offers more flexibility in scheduling and keeping customers informed about different promotions and deals. When you are busy running your business, the last thing you want is someone calling your business to make a purchasing decision. If you offer this type of customer service, it gives your customers the added assurance that you do care about them, because you will still be able to take care of their orders even if you are not in the same room.
A call center offers this same type of service, but on a more extensive scale. Instead of making calls to a specific location, your call center can answer calls from anywhere in the world. It is important for your customers to feel like they are speaking with a live person when making a purchase decision. Many customers prefer to speak with an actual person when making these types of decisions, so a call center is often the best solution for your business.
Virtual customer service can also be provided through e-mail responses. There is a wide variety of reasons that a business may choose to send out e-mails to its customers. It could be as simple as a thank you for ordering an item or as complex as a customer-service announcement about a new product line. Either way, e-mail customer service can often provide your business with more options and a better way of communicating with its customers. Because of the accessibility of the internet, businesses have become increasingly reliant on e-mail to stay in touch with their customers.
As you can see, there are many different ways that a business can provide virtual customer service. Each way has its own set of benefits and drawbacks that are important to look into before deciding on which option would be best for your business. No matter what you choose though, you should know exactly what it means when you have a question about your service, so you always have someone to turn to when you need assistance.