Virtual assistant: how they can improve your customer service

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Support teams juggle endless responsibilities. Managing customer records, responding to inquiries, scheduling follow-ups—the list goes on. Without additional support, agents become overwhelmed, response times suffer, and customer satisfaction drops.

Virtual assistants can help. These remote professionals handle customer service tasks that drain your team's time and energy. But here's the reality: virtual assistants alone aren't enough. To truly scale support operations and maintain consistent service quality, you need to equip them with the right technology.

Modern SaaS platforms—paired with AI-powered tools—transform how virtual assistants work. With features like smart call routing, CRM integrations, and real-time analytics, your remote team can deliver faster, more personalized support. The result? Happier customers, more efficient operations, and a competitive edge in service delivery.

TL;DR

• Virtual assistants (VAs) are remote pros handling admin and communication, freeing in-house teams.

• VAs are most effective with modern SaaS and AI tools like smart call routing and CRMs.

• VAs boost customer service by speeding responses, reducing workload, extending hours, and scaling operations cost-effectively.

• Hiring VAs requires clear roles, identifying customer service/tech skills, thorough interviews, and setting expectations.

• Human VAs handle complex interactions, while AI VAs (like Aircall’s AI Voice Agent) manage routine tasks, creating efficient, personalized service.

What do virtual assistants do?

Virtual assistants are remote professionals who support customer service teams by handling time-consuming administrative and communication tasks. They work from their own locations, giving businesses access to skilled talent without the overhead costs of in-house employees.

In customer service contexts, virtual assistants tackle a variety of essential responsibilities:

• Updating and maintaining customer records in CRMs: Keep customer data accurate and current across all systems

• Managing email support: Respond to routine inquiries and route complex issues to appropriate team members

• Handling live chat: Provide real-time assistance to website visitors and customers

• Processing support tickets: Categorize, prioritize, and resolve customer requests

• Scheduling appointments and follow-ups: Coordinate calls and meetings between customers and support teams

• Conducting customer outreach: Follow up on resolved tickets, gather feedback, and maintain relationships

• Creating reports: Compile customer service metrics and insights for management review

• Stepping in during peak call times: Take incoming calls when your team experiences high volume

Virtual assistants bring flexibility to your operations. They can work different time zones to extend your support hours, scale up during busy periods, and adapt to changing business needs without the commitment of full-time hires.

Choosing your virtual assistant

Finding the right virtual assistant for customer service requires a structured approach. Start by defining exactly what you need this person to accomplish.

Define the role and responsibilities

Create a detailed job description that outlines specific tasks, required hours, and expected outcomes. Be clear about whether this is a full-time position or project-based work. Specify which customer service channels they'll manage—phone, email, chat, or a combination.

Identify essential skills

Look for candidates with proven customer service skills like active listening, clear communication, and problem-solving abilities. Technical proficiency matters too. Your virtual assistant should be comfortable navigating CRM systems, support ticketing platforms, and communication tools.

Ask it the right questions

Test their ability to handle real scenarios:

• Present a difficult customer situation and ask how they'd respond

• Have them walk through how they'd prioritize multiple urgent requests

• Ask about their experience with specific tools your team uses

• Discuss their approach to maintaining professionalism in a remote environment

Test with mock scenarios

Give candidates a practical assessment. Create a mock customer call or email scenario that reflects actual situations your team faces. This reveals how they think on their feet, communicate under pressure, and apply their customer service knowledge.

Set clear expectations

Once you've selected a candidate, establish explicit guidelines:

• Confirm their working hours and availability for urgent issues

• Verify they have reliable internet connectivity and appropriate bandwidth

• Ensure they have a quiet, distraction-free workspace for customer interactions

• Define communication protocols for checking in with your team

Remember to treat virtual assistant hiring with the same rigor as in-house positions. The right person will integrate seamlessly into your team and become an invaluable customer service asset.

How can virtual assistants help improve customer service?

Virtual assistants directly impact the quality and efficiency of your customer support operations. They don't just handle overflow work—they transform how your entire team functions.

Faster response times

Virtual assistants reduce the backlog of customer inquiries. When customers email, chat, or call, they get quicker responses because you have more hands on deck. This matters: 90% of customers rate an immediate response as important or very important when they have a customer service question.

Reduced workload for in-house teams

Your core support team can focus on complex issues that require specialized knowledge or decision-making authority. Virtual assistants handle routine questions, data entry, and administrative tasks that consume valuable time. This division of labor prevents burnout and improves job satisfaction among your permanent staff.

Extended support hours

Virtual assistants in different time zones enable round-the-clock customer service without exhausting your primary team. Customers get help when they need it, regardless of your business hours. This accessibility builds trust and loyalty.

Consistent service quality

With clear processes and the right tools, virtual assistants maintain your service standards across all interactions. They follow your established guidelines, use your brand voice, and ensure every customer receives the same level of care.

Cost-effective scaling

Adding virtual assistants costs significantly less than hiring full-time employees. You avoid expenses like office space, equipment, and benefits while gaining access to skilled professionals. This makes it possible to scale your support capacity during peak seasons or business growth without major financial commitments.

The real power of virtual assistants emerges when you pair them with modern technology. A robust call center phone system gives virtual assistants access to the same tools, data, and capabilities as your in-house team. This creates seamless collaboration and consistent customer experiences, regardless of where your team members are located.

The technology that boosts virtual assistants

Virtual assistants need more than just good intentions to deliver exceptional customer service. The right technology stack transforms them from helpful support into strategic assets for your business.

Call center platforms with essential features

Modern SaaS call center solutions give virtual assistants everything they need to succeed. Platforms like Aircall provide call center features that level the playing field between remote and in-house teams:

• Smart call routing: Automatically direct calls to the right virtual assistant based on their skills, availability, or the customer's history

• CRM integrations: Display complete customer information during every interaction, eliminating the need to switch between systems

• Real-time analytics: Track performance metrics like call volume, response times, and resolution rates to identify improvement opportunities

• Call recording and monitoring: Review interactions for quality assurance and training purposes

These features ensure virtual assistants have instant access to critical customer data and context. When a customer calls, your virtual assistant sees their purchase history, previous support tickets, and any notes from past interactions—all before answering.

AI-powered assistance

AI tools enhance what virtual assistants can accomplish. Features like automatic call transcription eliminate manual note-taking. AI-generated summaries help virtual assistants quickly understand long customer conversations. Live prompts suggest relevant solutions during active calls, helping less experienced virtual assistants deliver expert-level support.

Analytics and smart routing capabilities ensure customer inquiries reach the most qualified person. If a virtual assistant specializes in technical support, the system routes those specific calls to them. If someone else handles billing questions, those calls go directly to them. This precision improves first-contact resolution rates.

Automation for routine tasks

AI-powered features like Aircall's AI Voice Agent can handle the most repetitive inquiries—basic FAQs, call routing, appointment scheduling—freeing virtual assistants to focus on conversations that require human judgment and empathy.

When virtual assistants operate within a comprehensive technology ecosystem, they don't just answer questions faster. They deliver more personalized, informed, and effective support that builds lasting customer relationships.

Empower your virtual assistant with AI-driven insights and seamless call handling. Try Aircall today.

Virtual assistants vs. AI assistants

There's often confusion between human virtual assistants and AI virtual assistants. Both play valuable roles in customer service, but they excel at different tasks. Understanding these differences helps you deploy each effectively.

Human virtual assistants bring capabilities that AI can't replicate. They handle nuanced conversations, adapt to unexpected situations, and provide the emotional intelligence that customers value. When a customer is frustrated, confused, or dealing with a complex issue, human virtual assistants read between the lines, adjust their approach, and deliver personalized solutions.

AI virtual assistants like Aircall's AI Voice Agent excel at handling high-volume, repetitive tasks with perfect consistency. They're available 24/7, never need breaks, and can manage multiple conversations simultaneously. AI assistants answer routine FAQs, route calls to appropriate departments, schedule appointments, and capture basic customer information—all without human intervention.

Here's how they compare:

The real opportunity isn't choosing between human and AI assistants—it's leveraging both strategically. AI virtual assistants handle the predictable, repetitive tasks that consume time without requiring human insight. This filters incoming requests and resolves simple issues instantly.

When a situation requires problem-solving, negotiation, or emotional intelligence, human virtual assistants step in. They take conversations that AI has already screened and categorized, armed with context and customer history. This combination delivers speed and efficiency without sacrificing the personal touch that builds customer loyalty.

Businesses that integrate both types of virtual assistants create a support system that's efficient, scalable, and genuinely helpful. Customers get immediate answers to simple questions and thoughtful, personalized support for complex needs.

Enhance your customer service with Virtual Assistants and Aircall

Virtual assistants have become essential to modern customer service operations. They extend your team's capacity, reduce response times, and allow your core staff to focus on high-value interactions. But virtual assistants reach their full potential only when equipped with technology that matches the complexity of customer service demands.

Aircall's cloud-based call center platform provides everything virtual assistants need to deliver exceptional support. Smart call routing ensures customers reach the right person immediately. CRM integrations surface complete customer context during every conversation. Real-time analytics reveal performance insights that drive continuous improvement.

The addition of AI-powered features takes this further. Aircall's AI Voice Agent autonomously handles routine calls, captures caller details, and routes complex issues to human virtual assistants. AI-generated transcriptions and summaries eliminate administrative busywork. Live prompts guide virtual assistants toward optimal solutions during active calls.

This synergy between human virtual assistants and intelligent technology creates support experiences that are both efficient and genuinely helpful. Customers receive faster responses without sacrificing personalization. Your team accomplishes more without burning out. Your business scales support capacity without proportional cost increases.

The businesses that succeed in customer service aren't choosing between human touch and technological efficiency. They're combining both to deliver what customers actually want: quick resolutions, personalized attention, and consistent quality across every interaction.

Unlock the full potential of virtual assistants with Aircall's AI-powered call center platform. Try it free and transform your customer service.

Frequently asked questions

What does a virtual assistant do?

A virtual assistant is a remote professional who supports customer service operations by handling tasks like managing CRM records, responding to emails and chats, processing support tickets, scheduling follow-ups, and taking calls during peak times. They work from their own location to provide flexible, scalable support.

What are the benefits of hiring virtual assistants?

Virtual assistants reduce response times, extend support hours across time zones, decrease workload for in-house teams, and provide cost-effective scaling compared to full-time employees. They bring specialized skills without the overhead of office space, equipment, or benefits, making them ideal for growing businesses.

What tools do virtual assistants use?

Virtual assistants use cloud-based call center platforms, CRM systems, support ticketing software, live chat tools, and communication platforms. Modern solutions like Aircall provide integrated features including smart call routing, real-time analytics, CRM integrations, and AI-powered assistance for transcription and live prompts.

What is the difference between a human virtual assistant and an AI assistant?

Human virtual assistants handle complex issues requiring empathy, judgment, and adaptability, while AI virtual assistants excel at routine tasks like answering FAQs, routing calls, and scheduling appointments with 24/7 availability. They complement each other: AI handles high-volume repetitive work, freeing humans for situations requiring emotional intelligence and problem-solving.

Published on August 18, 2016.