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Notes on running customer support with a Philippine team
Short, sourced answers to the questions owners ask before and after they hire offshore support. For the full picture, start with how it works or see what a dedicated agent costs.
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How to write a customer service SOP for a virtual assistant
How to write a customer service SOP a virtual assistant can follow: a worked order-status and refund SOP, a refund limit table and one escalation rule.
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How to share passwords with a virtual assistant, and when you shouldn't
The safest way to share passwords with a virtual assistant is to share none: a named user and a narrow role in each tool, and same-day offboarding.
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When to hire a virtual assistant for customer support: three tests on your own data
When to hire a virtual assistant for customer support: three tests on 30 days of your help desk data, a cost check against your hour, and a sizing sum.
Looking for a definition? The offshore staffing glossary explains each term. Ready to price a role? Use the cost calculator.