5 Ways a Virtual Customer Success Manager Can Help You Offer a Seamless Customer Journey

"There is only one boss. The customer" – Samuel Walton

For a business to survive in a super competitive market, the customer has to be their top priority. Customers today keep high expectations from the businesses they interact with. During their buying journey, they demand faster response, seamless communication across channels, quality products, and a convenient after-sales experience.

In fact, 65% of customers are more likely to turn into long-term customers of a brand if it offers them a consistent experience through their customer journey. Safe to say, businesses need to set a higher standard of a seamless customer journey if they want to succeed in the long run.

However, this is easier said than done for a small business owner. You will not always have the time to focus on customer service, and hiring a customer success team in-house can be an expensive decision.

But what if it doesn't have to be that way? Hire a virtual assistant and outsource your customer success activities to a professional. With a customer success manager, you can ensure a smooth customer experience throughout their journey and establish stronger connections with them.

In this blog, we discuss the various ways a virtual assistant can help you with customer success management.

What is a customer success manager?

A client success manager or CSM is tasked with establishing direct relationships with the customer, building loyalty, and ensuring customers have a positive experience with the business. From supporting them with buying decisions and understanding their needs to offering post-sales services and support, success managers do it all.

When you hire a virtual assistant, they will handle all customer inquiries and concerns they may have. Rest assured; you can rely on them to reduce the workload and free up your time to focus on core business activities.

5 ways a virtual assistant can be your customer success manager

#1 Customer success specialists become the primary point of contact

When you want to ensure a smoother customer journey, communication becomes one of the most important aspects. Not to mention, the digital boom has further increased customer expectations of business communication and responsiveness.

So, when your small team is too cramped with work that they aren't unable to manage customer interactions all by themselves, hire a virtual assistant. A customer success manager VA will become the primary point of contact for your customers with the business.

A virtual assistant will act as a bridge between the business and its customers and manage a number of customer service and admin tasks, such as-

• Assisting in purchase decisions
• Onboarding new customers
• Answering calls and emails
• Quickly address customer's issues
• Offer personalized services

#2 They can manage your CRM systems

To improve your customer experience and offer them better services, you can even ask your virtual assistant to manage your CRM systems. Simply put, a CRM system lets you track your customers' information and every interaction you have with them.

By handing over this to a senior customer success manager, you can ensure a more optimized customer journey. Your VA can store and manage all the relevant customer information in the system on your behalf. And you will have every critical customer detail at your fingertips, including their past interactions and what stage of the buyer journey they are presently at.

When this crucial but repetitive admin task is out of your hands, you can focus more on analyzing and using this available information to improve your customer experience.

#3 They can follow up with clients and conduct feedback surveys

No business can be successful in the long run without determining what its customers want. And a virtual assistant can help close this information gap. Your virtual assistant can connect with your customers and take their feedback about your business. This way, you can discover key areas of improvement and offer better services to your customers.

And not just that. When you're too busy to follow up with your clients after a purchase, VAs will do it for you! Get them to connect with a customer after purchase for a quick follow-up, or let the design satisfaction surveys. They can send out and collect these surveys – and even analyze customer responses for you. Thereby helping you understand your customers' needs and preferences much better.

#4 Virtual assistants create a personalized experience for the customers

No matter how much technology makes our lives and business processes easier, customers want to connect with a human rather than a bot to address their needs. Hiring a virtual assistant allows your brand to create a human-centric and more personalized experience for the customers. From answering emails and calls to DMs on social media, they will connect with customers on a personal level.

In fact, a customer success specialist will also act as a salesperson for your brand. They can answer their queries and advertise your brand. They will ensure that your customers are satisfied and well-informed and encourage them to purchase from your business.

Rest assured; you won't have to worry about losing your key clients because of poor customer management.

#5 You can save on training costs

When you hire an assistant from a virtual assistance service, you won't have to incur any additional costs over what they charge for their job. Since they are experienced professionals who know how to interact with customers, you don't have to invest your time and efforts in training them.

Moreover, even when you want your VA to adapt to your business, you can be rest assured that they will learn about your business quickly to be able to offer better services to the customers.

Additionally, onboarding a virtual assistant means you save on the costs of office space, employee salaries, benefits, and operational costs. Thus, a VA allows you to maximize your savings and invest in your business for growth. Moreover, you can use the Walkme platform or even Walkme alternatives when it comes to customer onboarding and support.

Connect with the best virtual assistants for your CSM management with Wishup

As more organizations adopt remote work and the hybrid work setup, the demand for virtual assistants is growing. Virtual assistants have now become a critical addition to many businesses to handle repetitive operational tasks, increase work efficiency, save costs, and boost business productivity.

Ready to onboard a professional virtual assistant for your customer success management? Connect with Wishup. We onboard the best talent – various professionals trained in over 200 skills along with continuous upskilling opportunities to ensure you get quality services.

Here's how you can hire a virtual assistant with us in just three simple steps-

• Visit our website to sign up and schedule a free consultation call with our customer success team. Share your business preferences and the list of tasks you want your virtual assistant to handle.
• Our team will sort through over 500 virtual assistant profiles to connect you with the best fit based on your preferences.
• Get ready to onboard your virtual assistant within 24 hours!

Benefits of hiring VAs from Wishup

Wondering why Wishup can help your business? Here are some benefits of hiring a virtual assistant with Wishup-

1. High-quality services

Wishup only onboards the top 1% of applicants. We offer you access to the top global talent, skilled in various skill sets such as bookkeeping, customer service, data entry, content writing, SEO, admin tasks, and more. Safe to say, you won't have to compromise the quality of your work.

2. Zero hiring cost

Hiring a virtual assistant from Wishup is super affordable. We eliminate the additional costs of hiring, onboarding, and training new employees – no more worrying about going through the tedious interview process.

What's more. Since VAs work remotely, you don't have to cover higher costs of employee benefits or provide them with the infrastructure to work comfortably.

3. Well-trained professionals

Once we onboard virtual assistants, we offer them in-house support and training in different tools and skill sets to ensure their professional growth. They become well-versed in the latest industry tools, which only allows them to be efficient at their job and bring in the best results for your business.

4. Vetted and screened professionals

When it comes to your business, quality and security take precedence over everything else. That is why Wishup's virtual assistants undergo a rigorous screening process and extensive background checks so that you onboard only the best people in your team.

5. 7-day free trial

Worried about the quality of our services? Why not try us before you commit? You can onboard and work with our virtual assistants for a week to see if they're a good fit for your business. Or, you can get an instant refund.

6. Instant replacement policy

If you're not happy with the work of your virtual assistant and don't see them as a good fit for your business, we offer you an instant replacement – no questions asked.

Over to you

For a small business looking to optimize and improve its customer interaction with the business, hiring a virtual assistant can be a prudent decision. Outsource your customer-related tasks to a VA to save your time and costs and give your undivided attention to your business.

Allow Wishup to take care of your virtual assistant needs. Sign up for a free consultation with our team, or drop us an email at [email protected] to get started.