Virtual Services FAQ's

The business gurus Frequently Asked Questions

A virtual assistant or VA is a professional business owner that provides administrative, marketing, project management, creative, and technical support to business owners, entrepreneurs and other busy professionals. Virtual Assistants work from their own offices and use their own equipment and software. A VA can help with any task or project that is usually handled by an on-site employee. A successful VA usually has multiple clients and is constantly updating their knowledge, skills, and using the latest in technology to deliver a superior service. VA’s are subcontractors that are only paid for the hours required to perform each task. Since we are not an employee, you do not pay for breaks, lunches, vacations and benefits. These are just some of the cost-effective benefits of working with a Virtual Assistant

The best thing about contracting with a virtual assistant is that you get instant support of a highly skilled individual, but only when you need the services. Try comparing the costs of hiring someone on staff versus contracting with a virtual assistant. It’s almost double! Using a virtual assistant cuts down on your overhead as well as any employee benefits, taxes, and insurance you would normally be responsible for. There is no wasted downtime; you pay only for the time we spend working on your project or tasks.

We offer clients ongoing support through our monthly retainer subscriptions and project base support for those needing occasional help. Our Basic, Classic and Plus Plans work for most businesses, but we can also customize a package based on your individual needs. Our services range from Administration and Online Business Management to Marketing and Graphic Design. Virtual client, you get your very own Virtual Assistant. The Virtual Assistants we hire are all U.S. based and go through a rigorous on-boarding process that includes skill-testing. Any services offered through Virtual are based on years of experience in performing and we are highly motivated to complete all projects in a timely and professional manner.

We are committed to delivering on deadline. Turnaround time can depend on the complexity and urgency of the project or tasks at hand. Our turnaround time is between 24 to 48 hours to complete most tasks. If your project is time sensitive, the deadline will be agreed upon before the work begins.

We use email, telephone, Skype, messenger, screen-sharing and project management tools to communicate with our clients. We will do our best to accommodate your business and your preferred style of communication when delegating tasks.

To request your free 30-minute consultation or to learn more about our Virtual Assistant Services, please use our priority contact form. We’ll get in touch within one business day to discuss your needs and answer all your questions. We look forward to learning how we can assist you.

We use email, telephone, Skype, messenger, screen-sharing and project management tools to communicate with our clients. We will do our best to accommodate your business and your preferred style of communication when delegating tasks.

Your staff will have one or more of the following skillsets: executive admin, project management, bookkeeping, social media and marketing, customer service, and multilingual support. Once we get to know your requirements, we’ll match you with either one or multiple dedicated members of staff to provide you with the full range of skills you need for your business. See our Services page for more information.

First, we connect by phone so that we can make sure we fully understand your business and requirements. Then we suggest the virtual professional with the right skills and personality to be a good fit. We’ll send you a candidate’s profile for review, and you can meet with your staff before making the decision to sign up with us. It’s a fast and efficient process, and you’ll be up and running in no time.

We only invite experienced and highly skilled people to join the team who are passionate about doing a great job and passionate about working from home—people who share the belief in going the extra mile to retain that privilege. After a rigorous interview and vetting process, we invite people who have both the professional skills and an innate sense of service. We find that the motivation of continuing to work virtually from home translates into team members that shine.

The person assigned to work with you will have the in-depth professional background and skills to perform the tasks you have requested. Our staff all have a clear understanding of how the most popular software packages and Internet technologies work, and undergo a rigorous onboarding and development program. However, you will need to train them in how your business works and in your business specific systems and procedures.

Yes absolutely! We’ve listened carefully to clients over the years and assembled a team with the variety of skills that clients need as they grow their business. The experience is that we become an extension of your business. Why should you have to find an executive assistant, and then find a Web developer, and then find a bookkeeper? With Boldly, you have immediate access to a team of tried and tested professionals with all the skills you need when you need them.

Our team members work during business hours, Monday to Friday.

Yes! Even the best people get sick from time to time, take a vacation, or need to take time off for personal reasons. Boldly won’t leave you stranded. All of our team can train a backup so that they can step in to cover them when the need arises.

Yes, as long as your system is cloud-based and accessible via the Internet.

Your member of staff will always respond within a few hours during the business day, and by the next business day for off-hour or weekend requests. When you begin working with your staff, you’ll be able to establish a routine that works best for you both as you determine how best to allocate the time you have purchased in your monthly plan.

Yes, of course! Your staff can easily communicate on your behalf and as an integral part of your team.

We conduct a rigorous interview process and take great care only to on-board professionals with the required professional skills and background to provide outstanding services. We NEVER outsource to third-party providers in order to control quality. The staff you are assigned are the ones who do the work!

Our team track their time with an online stopwatch that is part of our online dashboard. You can log into the dashboard and see how many hours have been used so that you can adjust your plan accordingly.

While all of our employees go through a rigorous interview and vetting process, we recommend that you first establish a working relationship with your staff member so that you feel comfortable before you share this type of information. Treat your staff as you would a new employee and build up trust as you get to know them better. If you do decide to divulge confidential information, do it methodically and one step at a time, and we recommend that you use a secure sharing system for passwords and credit card information, such as Lastpass.

All our staff have signed a non-disclosure agreement (NDA) covering the protection of your information and intellectual property. In addition, take advantage of cloud technologies and save information and files on cloud-based platforms like Dropbox or Google Drive. This means that your sensitive information is stored centrally rather than on an individual’s personal computer.

Our plans are all inclusive. Assign your staff a company email address, share your monthly plan with other members of your team, and have your remote staff work with your favorite online project management tools. It’s all part of your monthly plan features. The only time additional fees are applied is if you choose to use design or Web services, which are charged separately from your regular plan.

Our plans are renewed on a month-to-month basis with no long-term commitment. If you would like to be assigned a different person we’ll update your requirements and recommend new candidates. If you would like to cancel the renewal of your plan, you can do so at any time in your client dashboard.

Yes, our approach is flexible. You can start with one plan and upgrade, downgrade, or cancel at any time. In fact, you can upgrade and downgrade multiple times as your needs change throughout the year. Please note that any unused hours in your monthly plan do not roll over to the following month.

After you’ve decided on the person that’s right for you, we’ll give you the link to our sign-up page, where you can choose the plan you’d like to sign up for and check out. You can easily pay online via credit card. Your plan will renew on the same day each month.

Since we take a very personalized approach to assigning you a member of staff, the first step before you sign up is to find out your requirements. Tell us what you need, and we’ll be in touch within a few hours to schedule a time to speak. You will get a chance to review your candidate’s profile, and meet the staff first to make sure it’s a good match before you sign up with us.

We have VA’s with a wide variety of skills. Our company can handle anything that can be done over the internet and phone . Some of the common task that we do on regular basis are data entry, making/ receiving phone calls, web research, invoicing help, pay roll processing, recruiting help, email management, updating websites, MS Office help (Word, Excel and PowerPoint), real estate support (short sales, loss mitigation, uploading MLS info to various websites),social networking (twitter, facebook, LinkedIn) etc. For a more detailed list, please visit . Our capabilities are not limited to only these, as long as you can provide training, we can help you with pretty much anything that can be done remotely. We also have a web development team if you need help in designing a new website or maintaining your existing website. The rates for web development team is $15 an hour. We can also give you a project based quote if it’s a fairly large project. Just let your VA know that you need some help from our web team and one of our Web Project Managers will reach out to you as soon as possible.

Yes, you would be assigned a dedicated VA who will be your main point of contact on regular basis. Just treat your VA as your regular employee and train them on how you want things done. Our VA’s are thoroughly trained on most of the regular jobs that we receive from our clients, however since each client has their own requirement, we recommend you to spend some time initially with your dedicated VA to explain what you need to get done and how you need them done. Spending a little time with your VA in the beginning always helps in the long run.

You will be provided with their direct email id and US phone number(VOIP) and you can get in touch with them any time you like.

You will be contacted by one of our Team Leader within 12 to 24 hours after your sign up and they will assign you a dedicated VA who they think will be the best candidate for you depending on your needs. Normally you can start sending your work the very next day after you sign up (within 24 hours)

You can always reach your Team Leader and discuss any concerns that you might have if you are not happy with the current VA. We can always assign you a new VA if needed.

There are no contracts and you can upgrade , downgrade or cancel your service any time before your next billing cycle. Just send us an email us.

Yes, we do provide an hourly rate service for $15 per hour. However we encourage our clients to take advantage of our monthly plans with hourly rates as low as $5 per hour. Our plans are designed in such a way that the higher the plan amount, the lower will be your hourly rate.

You will be sent a task report on a daily basis at the end of the shift with the name of the project that you have assigned, time taken to complete each project, status of the project whether its completed or pending, the reason for that. You will also be provided a username and password to login to our admin area from where you can pull up a daily, weekly or monthly task report. You can use the same admin area to export your contacts for email management and also to update your address or payment information.

We allow 25% of the unused hours to roll over to the next month. This policy is being followed to be fair to all of our clients. If you are on a 10 hour per week plan, the same VA helping you might also be helping 2 or 3 other clients and if all the clients decides to carry over their remaining hours, the VA won’t be able to handle the work load since they are only supposed to work 40 hours a week. Like every organization, employees are our strength and we try to minimize their stress so that they can provide excellent customer service to you. To let you overcome this small disadvantage, you can upgrade or downgrade your plan on monthly basis. If you know that you won’t have enough work for the VA in the coming month, you can downgrade your plan before your next renewal date and can go back to the original plan when you are ready.

Yes. We can source for VA’s who are willing to work depending on the work schedule you have specified.

You will be notified by your VA if you are about to go over your hours. There are 2 options. Either you can buy additional hours at $15 per hour, or you can just ask the VA to let our Accounts department renew your account when you go over regardless of your renewal date. For example if your original renewal date is on the 10th of each month and you already went over the hours by the 1st of the month, you can just ask the VA to renew your account on the 1st and your next month’s billing cycle starts from the 1st and will last for the next 30 days.

If you have any other specific questions that are not answered above, feel free to use our contact us form or send an email us directly and we’ll get back to you within 24 hours with the answers to your questions via email or phone. If you are ready to go ahead and hire a virtual assistant, just select the plan that fits your budget, sign up and enjoy the free time that you could save by using our VA service. Your VA will get in touch with you with their contact info within 24 hours of your sign up. We look forward to start working with you and provide you excellent customer service.

We use top niche SSL encryption to make sure your data stays safe and protected. Our assistants can’t access any of your personal information that you have provided in the 24/7 virtual portal.

Your 24/7 personal assistant is available to you 24 hours a day 7 days a week, call us or email us. Give specific and detailed descriptions of what you would like to be done and offer direction on how you would like this task executed. Our agents will make sure that they clear up any doubts.

Absolutely Not! 24/7 only charges the subscription fee of the plan you chose.

You can cancel 24/7 service at any time by email, call or unsubscribe via the 24/7 portal before your next billing cycle begins.

Our business plans allows multiple users to be set up but only within the allotted hours in the plan.

Plans will be automatically renewed on monthly basis starting from the date you signed up. We will bill the monthly subscription fee to the credit card you provided to us during registration and your membership will automatically renew for following month without prior notice, unless you cancel your membership. You must cancel your membership before it renews for the next month’s fees.

We try to make sure that every client is satisfied as possible. However once a membership fee is processed we will be unable to grant refunds not including exceptions stated in the TOS. If you plan on discontinuing membership you can cancel before the next cycle begins.

Our staff work in a “proper” fully equipped office under professional experienced supervision. You can be assured they are actually “there” and working on ‘your’ business not juggling multiple clients from their “home office”. We will also be there to support your virtual assistant in any aspect of their work for you. Your VA will also have the full support of our HR and IT team. And you can be assured they are well paid, paid on time and all statutory payments are being made!

Our recruitment process is usually 7 to ­14 days. However, it can sometimes be a little longer, depending on the experience level you need, our current pool of candidates and how quickly we receive important information back from you, such as your Job Description, etc. Generally we send 3 resumes which prospects picks two for interview, as they are short-listed by our Sales & Account Manager. Also, we have had prospects whom have just trust her judgement.

As well as advertising locally we recruit most of our staff through networking. In this way we are hiring staff that we already know and trust. We have found through experience that this tends to create an increased level of loyalty and commitment that translates into better service for our clients and and low staff turn-over from job dissatisfaction. Our aim is to offer our staff a long term and rewarding ‘career’, not just a short term “job”.

Our focus is on matching the right clients with the right staff to ensure a Win-Win situation and a happy working environment. We usually recruit specifically to match your requirements. For more General VA roles, we usually have  stand-by staff ready to start. 

Our client base is broad and varied, but they are generally small to medium business owners, who are pressed for time and cannot afford support staff locally. Most are from the US, Canada and Australia, but others are from all over the World

Don’t worry. As well as training your virtual assistant, we also train you! I don’t know of any other outsourcing service that does THAT! We’ll show you how to get the best out of your virtual assistant and guide you about the best ways to get the most benefit from our services.

They help you ‘get more time’ in your work day, alleviating entrepreneurial stress and allowing you to start working ON your business, instead of being trapped, working IN it, instead.

Yes, the VA will have a complete standard IT set up. You will also need to let us know if there are any special requirements (i.e. programs) you need for the VA to use, so we can get it set up for you and your VA prior to the start date.

We observe most Local or other Client Public Holidays. If the VA is expected to work on a Local Rest Day or Public Holiday, then the client is expected to pay double the day rate. This can all be negotiated and agreed prior to start. As you can imagine, holiday policies vary by country and client company. Our aim is always to fit in with your own holiday policies as much as possible.

Yes there are. We will not support clients or businesses that we feel are unethical or might cause shame or embarrassment to our staff or company.   In fact we actually ‘screen’ our clients just like we do with our staff! It’s true. We are looking for staff and clients that can have a long and rewarding relationship with us. So it’s important that we take just as much care in selecting clients, as we do our staff!

Yes, our virtual assistants can do minimum of 80 hours per month. Though, this will depend on the type of support services you require. We do prefer that our VAs are hired full time though, as this provides the best working relationship and value for money. You’ll soon fill up their 40 hours a week!

Of course you can. We encourage our clients to do so. Our staff love to meet clients face to face and get to know them better.

In the unlikely event that you do not select your VA from the first batch of final candidates that we provide you, we will present you with another three candidates, free of charge. Following this, if you still cannot decide on hiring a VA from the second batch of candidates and want us to continue to look for you, we will still keep on searching the right candidate. This has never happened to date!

Yes of course. If for whatever reason you do not want to continue with the VA that you have selected, we will recommend a potential candidate or let you select another three candidates for you to meet with, so you can choose another – completely free of charge. Though it is VERY rare that this happens.

We require at least 30 days’ notice period for the VA to do a proper handover. Within the notice period, we will also provide a replacement that suits the role.

Yes. There are no contracts between a client and Virtual Done Well, you can upgrade , downgrade or cancel your service. If it’s not working for you and your business, you can cancel anytime, please make sure that you inform us one month in advance.

We understand. Many of our clients felt like that at first. They thought that their business was very different, or too complex. Or that it would be too hard to work with remote staff.

Why not have an obligation free talk with one of our specialists? We’ll talk about your business, your support needs and if a VA would really benefit you. Don’t worry, we are not going to try to ‘sell’ you a VA if you or your business are not a suitable fit for this type of service! We are not in the business of creating unhappy customers. We’ll be ‘straight up’ with you. Though when you start to think about it, 95% of people we talk to see amazing opportunities for a VA to help them grow their business and reduce their stress.

An important part of our process is that we document all processes that we are going to perform for you. So if a staff member resigns, we’ll have documented training, process maps, guides available for a new staff member to be assigned and to be brought up to speed as quickly as possible. There’s no additional cost for when a new staff member needs to be hired and we handle all the recruitment, training and transitioning from one staff member to another.

Our contract service period requires notification of 30 days to terminate our service.

Yes, we provide a discount for multiple staff. Once you have 2 or more staff, you get a 5 % discount on our monthly fee for each staff member and 6 or more gets a 10% discount across every staff member.

We don’t have a trial period nor do one-off tasks. However, we do offer a 45-day money back guarantee from the date of which the staff member is assigned to you.

We have a range of IT security measures in place including password protection, employee monitoring software, firewalls, back-ups, etc. We can provide you a full compliance pack which outlines all our IT policies and procedures in more detail. We will provide this as part of the onboarding process or upon request.

Once you are ready to commence with our service, we will provide you with a pre-implementation questionnaire which you will need to complete before we have our kick-start meeting and onboarding process. In addition to that, we suggest that you start to list down all other tasks that you would like to outsource. Please refer to our service guide or task list for candidates of the task that you would like to have outsourced.

We will provide you with a daily report showing what tasks have been completed for the day,  what the turnaround time for these tasks are and how long each task has taken as well as a total amount of time allocated to work for the day.

Yes, we have professional indemnity insurance. We will provide a copy of our policy as part of our compliance pack during onboarding.

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