FAQ

What is Dedicated Assistance? 
Each of our plans include a dedicated virtual assistant (VA). You'll work with your VA on a one-to-one basis, continually submitting tasks directly to this person. Your VA will grow to know you, your work, and your preferences—all while learning to anticipate your needs without you having to repeat yourself.

As a collaborative consumption business, our VAs are a shared resource among clients. They schedule their days to best serve you and your incoming tasks with priority and without delay. As such, we do not offer immediate turnaround, (unless you are on a full time plan), we expect most tasking to be completed in 24-48 hours. We encourage you to place priority levels and deadlines on your projects.

 

Where will my VA be located? 
All of our VAs are located in or very close to your respected operating country and you'll work with an assistant in the timezone of your preference.

 

I just signed up! What can I expect next? 
First, welcome aboard! We will begin locating the best possible VA for you using the information you shared during the signup process about your working style and personal preferences. After we’ve determined who would be the best fit for your needs—we’ll send an email connecting the two of you! We suggest hopping on a quick call soon after. We aim to introduce you to your VA within two business days of signing up.

 

Do my hours roll over? 
As a monthly membership service, our clients subscribe to us for the ability to retain a virtual assistant. While each plan offers a different level of service, as a membership subscription our plan hours do not rollover, and your membership fees are not tied to time specifically.

 

What is the Branded Email feature? 
Branded Email is a little addition that makes a huge difference. This feature allows your dedicated VA to send and receive emails from your domain instead of their @myvirtuelle.com address. This adds a level of professionalism and gives the appearance that your assistant is in-house when desired. Your tech team or webmaster should be able to assist you in generating a new email for your VA. Depending on your domain carrier a small fee may be required to create a new email address. VIRTUELLE is not responsible for fees incurred with branded email setup.

 

Will my VA be working on the weekend? 
Our VAs work standard business hours, Monday through Friday and are not required or expected to work on weekends or after 6 p.m. You can submit your tasks anytime, day or night, weekday or weekend. If submitted before/after business hours, your VA will receive the task(s) the following business day to begin working on them. We do want to note that if you send a task minutes before the workday ends, it is unlikely to be completed that same day.

 

How much notice do I need to give to cancel my contract? 
We pride ourselves on offering quality work and perks for our valued clients such as delegating if your VA is away and ensuring we have more than ample resources for your needs. If you are on a 12 month contract it will expire at the end of that contract. If you are month to month we are only happy if you are, so let us know the month before you no longer need us so we can allocate resources across the business accordingly.

 

Will my VA be working on holidays? 
VIRTUELLE observes major holidays in your respected country of operation. Your virtual assistant will be offline and spending quality time with family and friends on these occasions during the year.

 

Can my VA handle scheduling? 
Absolutely. Your VA can coordinate meetings, schedule appointments, and manage your Google Calendar with ease. Simply share and grant your VA access to manage your calendar. It's that simple!

Our VAs exclusively use and manage Google Calendars. At this time we cannot guarantee support for Outlook, iCal, or other calendar applications, though we will do our best to accommodate your needs.

 

Can my VA make purchases on my behalf? 
Yes! Your VA can place orders, make purchases, and schedule payments safely and securely. You can read more about our security measures and policies here. To share credit card information, passwords, and other sensitive data, simply have your VA collect your information over the phone. This way, we can ensure your information remains safe. At VIRTUELLE, we are committed to the security of your accounts!

 

Can my VA make outbound phone calls for me? 
They sure can but with some limitations. Your VA is happy to contact vendors, make reservations, and place phone calls for you but they cannot make sales or prospecting calls to solicit customers unless you are on a sales and BD contract with us - which we highly recommend!

 

How about in-bound phone calls? 
Yes and no. Every VA will be accessible to you by phone. However, this line is available for your convenience alone. Your VA cannot accept calls from contacts, vendors, or service providers on your behalf.

 

Can my VA keep my inbox organised? 
They can! Delegating your Gmail inbox to your VA to read, send, and delete messages on your behalf is a great way to stay on top of email and keep your inbox tidy.

VAs work exclusively out of Gmail and cannot guarantee support for Outlook, Mail, or other mail clients, though we will do our best to accommodate your needs.

 

Can my VA edit and format a presentation for me? 
They sure can. Your VA can use Google Presentations to format and edit personal or business presentations with your provided content, images and detailed instructions.

 

Can my VA work with my project management tools or other specialized software? 
All of our VAs go through a rigorous certification process so that they can best serve you from day one. While we do not offer specific training for specialised software, our VAs are more than happy to assist if you are able to provide instruction. Please note that we are unable to provide support for any software requiring local desktop download.

 

Can my VA help with my accounting needs? 
Your VA will happily find you an excellent bookkeeper or CPA. However, due to certain legalities and a specific knowledge of the domain, VAs are unable to provide assistance with Quickbooks or other accounting tools.

 

How about video or audio editing? 
If it is basic we can help. However, much like design work, audio and video editing requires domain expertise which your VA will not be able to provide. If you need to find a good editor though, your VA will gladly hunt down the best!

 

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