Questions (FAQs)
What is e-mail support?
E-mail support or outsourcing your inbox is the term used when an outside company handles or processes e-mail messages for another company. There are many ways that this can be handled. The most popular way e-mail support has been handled with our clients is to assign an e-mail address to our virtual employee. The pertinent e-mails are then sent to the employee. The assigned employee then processes a predetermined amount of e-mails for the client. Another way to handle this is to have Qwoffices setup an e-mail account for your predetermined messages. A virtual employee is then assigned to the client’s case and processes the incoming e-mails. A client can purchase multiple virtual employees. They can also have multiple e-mail addresses that are being processed.
What is meant by the word processing?
When Qwoffices uses the term “processing”, we are very specific about what that means. At a minimum, it includes receiving, reading, logging, responding and following up on client’s e-mails. Receiving an e-mail is the process by which an incoming e-mail is delivered to the virtual employee's assigned e-mail box. Once the e-mail arrives, the virtual employee will read the e-mail and determine what the correct response should be. Once the correct response is determined, the virtual employee will then log the e-mail in the database and respond to it. An e-mail will be sent to the original sender with the appropriate response. The original e-mail along with the response is logged into the database for the client to review at any time. All time and communications are tracked. There may be additions to the processing requirements and that is handled on a case by case basis. All details are listed in the client contract which is in the customer portal.
The knowledge base
The knowledge base (i.e. e-mail replies) must be provided by the client. Our virtual employees take the time to get to know your business by reading the content provided by the client. Some clients provide a question and answer tree. Other clients supply documentation or prior support documents to help us to build the proper question and answer tree for your company. We work hard to build a reciprocal rapport with our clients so that we ensure that information flows consistently. Constant communication and product updates ensure that we will be able to provide stellar e-mail support.
How does pricing work?
Pricing is based on volume. Our clients can choose from volume pricing or unlimited pricing options. We can even customize a solution for your company. When you are logged into your account, you can look at the pricing page and see all of the default options. If an option does not meet your needs, you can put in a request for customization.
For example, Company XYZ gets 100 e-mails per month. They want the virtual assistant to handle the e-mails. They could pick a low volume pricing option of $39.95 per month, depending on what kind of response is needed. Any overage pricing would be spelled out in your contract.
What is chat outsourcing?
The term chat support or outsourcing is used when an outside company handles the incoming and outgoing chats for another company. In the case of chats, a widget or a piece of code will be added to the client website which allows the chat box to appear. When a chat is initialized by a website visitor the virtual employee is there to answer any and all question. If a question is asked that the virtual employee cannot answer, an escalation will be created. The escalation prompts an e-mail to the client with details about the issue. The customer is notified that an e-mail update will be sent within 24 hours. Once the client provides a response the virtual employee will e-mail the response to the customer. Keep in mind that all chats are stored in detail with time, content, and participants. When the client's log into the dashboard, they are able to get a clear picture of the communication history.
The knowledge base
The knowledge base (i.e. chat replies) must be provided by the client. Our virtual employees take the time to get to know your business by reading the content provided by the client. Some clients provide a question and answer tree. Other clients supply documentation or prior support documents to help us to build the proper question and answer tree for your company. We work hard to build a reciprocal rapport with our clients so that we ensure that information flows consistently. Constant communication and product updates ensure that we will be able to provide stellar phone support.
How does pricing work?
Pricing is based on volume. Our clients can choose from volume pricing or unlimited pricing options. We can even customize a solution for your company. When you are logged into your account, you can look at the pricing page and see all of the default options. If an option does not meet your needs, you can put in a request for customization.
Example: A small business may need one operator to answer chats during business hours which could cost as low as $12.95 per month.
What are office documents?
When Qwoffices refers to “office documents”, we include Microsoft Office programs such as One Note, Word, PowerPoint, Excel, Publisher, Access, and Outlook. However, we do not limit ourselves. We will also do designs in Photoshop or illustrator. For instance, clients have asked us to create invoices with logo designs included and Qwoffices eagerly created these documents. Our virtual assistants are Microsoft and Adobe certified. They are able to work on beginning, moderate, and advanced requests for all of these programs.
Document Requirements
It is important that the client give detailed specs on their document requirements. This ensures that all deliveries meet the client's requirement. We provide the client with a spec form which can be downloaded from the client portal. Once the form is completed the client can upload it to the client portal and their virtual employee will begin work on the contract. Within 24 hours the client will receive the contract and requirements to sign off on. Once the client signs off, the virtual employee will get to work.
Delivery
When the assigned virtual employee has completed the document per specs, they will upload it to the customer portal for acceptance or modification based on the original contract specs. If the document is signed off on the order project will be marked complete. Otherwise, the worker will make the modification requested. Keep in mind that any change to the scope of the original contract will be billable.
So what can we offer?
- Flexibility in Service Options
- Controlled Service Costs
- Increased Productivity
- Administrative Financial Relief
- The Best Technology Available
- Dependable and Professional Trained Staff
- Competitive Services
NOTE: We have sample documents on the site so please use them as you wish.
What is a custom project?
A custom project is something that Qwoffices does not offer as a base plan. For instance, we have a chat plan that assigns one person for up to 25 chats a month but you may need 28 chats a month. This type of agreement would be considered a custom project.
How does a custom project work?
- The client completes a custom project form.
- The form is uploaded to the clients portal.
- Qwoffices downloads the request.
- A quote with a proposed contract is created and uploaded to the client's dashboard.
- The client reviews the documents and either accepts or proposes a modification.
- Once the quote is accepted a detailed contract is delivered to the client via the portal.
- The client reviews the contract and either accepts or rejects it.
- Once the contract is accepted the work can begin.
How long does the acceptance process take?
For some clients, it takes a matter of hours and for other clients, it takes a matter of weeks. It depends on the level of difficulty of the custom request and how quickly the client replies. Qwoffices has two hours to acknowledge quotes and contracts. However, depending on the difficulty of the custom request, the quote can take up to 48 hours.
Do I have to be a customer to enter a custom request?
Yes. Just register to obtain access to your client account.
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