 Hello everybody today. We are here with Andy. I met Andy actually in one of my trips in HMI And it was really nice and he's a drop shipper in Shopify and also like it a bit So Andy asked me on Facebook how to manage VA's and that he want to ask me some questions about VA's So we just decided to make this video for you so anybody can learn from this video. Hey Andy, how are you? Good mate. How are you going? Good to see you again. Hope you've been well on your travels Very hot here in Thailand. So come on back whenever you want man. I will So Can I ask you actually any question that you want and I will be really happy to answer anything. Sure sure sure I guess the first one would be where to find a VA So we have a Kind of different requirement. We need one that speaks a specific language. So it makes a little bit trickier Okay, so not English not English speaking. Hopefully English speaking but Not native English speaking. We need them to be Suitable for another language. Yeah So you mean that the old store is in another language, which is not yeah, correct So actually for these cases, I would search in the Upwork.com Because it's someone is searching for English for native English I would go for Filipina in online jobs dot ph But they're even not find the sound who is speaking not English So for English would go for up or com you have their Specifications where you can choose the language which they know and then you can work with them On this sandwich Some notes about Upwork. I would go there only for someone who already did some works on Upwork Like you have their feedbacks and you have their the success rate So I wouldn't spend my time to interview someone who don't have this parameters I see I see And how sort of ideally I want to get somebody off a platform so I can just deal with them directly Okay, in Upwork, it's very easy Okay, I'm always I never interviewed anyone Anybody in Upwork. I always taking the sky from them immediately like my first message is okay You look nice for me. Please add me on Skype. That's all from this moment Some of them will accept to work with you on PayPal or payoneer or anything Some of them will not but usually this is the new people if someone already has the rate on some of the Success rate on on Apple. They don't need any more feedback They prefer to keep the money of the fees for themselves. So they really Interesting good tip And to to get on to Upwork there. Do you have to pay a fee to start using the platform? No, no, Apple is free How is it you pay for the job only but you can talk to him before Before you yes They are talking taking a really huge fees for the Payments, and this is why it's great to work out of the off Apple So This is a good idea for you Yep. Yep. Okay. I'll look into that So we need our VAs we might need more than more than what Maybe more than two. So we've got one at the moment, but it's kind of not enough Because we need to cover 20 hours of the day. So how would you sort of tackle that? Would you get two or three or just, you know? First of all, this is amazing that you need more than one I Usually take for any job like double So if I need two VAs, I will take four and then I will just make a test job for all of them And then I will file at least one one. Okay Yeah, okay interesting What's the best way to sort of teach them? Okay, so we need them for customer support only or also for product support No, just pretty much. It's just the same kind of easy job Just, you know, they might ask questions are how long is my order gonna be or how do I buy it? That's pretty much The first question. So this country is not too used to online. It's not like a USA or something So they need a bit more support, which yeah Okay, can be hard So what I would do I Will I would create a sheets file Google sheets with all of the of the possible questions by topics And the answers the near the que near the questions. I would also Salted by types of questions for example pre-sell post-sell Or those shipment cancellations or terms this way the VA can go find the right category And then they can just choose the template and send to the client. They don't need to Really write something and then it's kind of You kind of learn from them what they need from you So if you see that they are asking you same question again and again, you're just creating another template for them I will also attach under this video and I will send it to you. We have a 42 premade Responses premade messages templates, which you can use it's actually for eBay But I think it will also work for you in Shop if I may be need small adaptations So this is what I would do now. This is also in another language for you So I would write all of them in English and then just give them to translate and Create another column in the other language Yes. Yes. Yes. Yes So, I mean customer service. I don't think is 24-7 I think it's kind of sporadic like it'll you know, somebody will ask a question then Maybe for an hour someone won't ask a question. So it's kind of a little bit tricky It's like how do you sort of charge a VA or pay a VA based on that? You know, let's say, you know, maybe in eight hours. There's only two hours work Would you pay them two hours or would you pay him four hours? First of all, are you sure that you really need the 24-7 support or it can be like delayed It's about I look I think the sooner that Somebody can catch a customer when they they ask you how to buy I think It's gonna be better for conversion, you know If it was like five hours later, they might be at work and they might forget about it or you know Yeah, that's right. And also they may be very cheap the VA's so it will work it I would pay by hours And It's always better. I don't like to pay like a global salary Because this way they can be like not really give their maximum You have some time trackers for this If you want to record their screens and it's a bit more expensive tool, it's called the hub stuff Mm-hmm, if you don't want to record those screens, which this is actually what I usually do I don't record our employees screens Only for those who are really new and so it's called the time clock result Yeah, people and So about okay, so usually I would also give them if you can some other tasks So if they don't have really questions like maybe they can optimize your listing or maybe they can create like Useful stuff for your for your site like help center. I don't know something like this Q&A something which can really help to the customers and because if someone work from three to four and he has only 20 minutes of questions you can't really pay them for only this 20 Minutes it would not work Yeah And I guess that number will change depending, you know, how much traffic we're driving and things like that Makes it a little bit tricky How do you work out pay rate? What? How I pay them? How would you pay them? So if they were on fiverr and they said I work for five dollars an hour Because you take them off the platform. Would you pay them three dollars? Yeah, I always decrease if I'm taking them outside of the platform What I usually do I'm taking half to us like I decrease half of the Rate from what we pay and how they get so it's fair in this way both of you It's like a win-win situation, so it's amazing Yeah, yeah, okay and because We'd probably need multiple around the clock over within that 20 hours How would we sort of make sure somebody was was there to answer people? So is there like an app to say? Where they could say yep, I'm on at this time. I need to I need to leave For this hour the other guy comes on how how would you regulate? Yes, so on the time clock result you can do Do important things the first one in that you can't share my screen for a sec And they don't have something Secret here. No, I don't so Can I see my screen show? Good. So here you have the clock out and you have clock in You can put here a note when you do the clock out and then you will see it as a manager You will see all of the times when they click the clock out and the notes Here they have the start break. So if you don't want to pay them for a break You can just tell them to click here and every time when they go to break Also, if you have what I recommend you is to use a tools Which record the traffic in your site by hours and in this way Maybe you will see that for example, there are all some dead hours in your site that nobody really comes to your site So you can tell them that in these hours they can just take a break and not to work in these hours So we have here the option to break option to clock in and clock out and another good thing here is that you have the schedule so here you can create like a schedule for a full week and then Everybody any VA will know on which hours and on which days they will work with two days It's less practical, but it's also important when you grow. So it's better to stop on the right way That's awesome really good Do you so in a team scenario? Would you offer an incentive to the best performer? Just to keep them keep them on their toes give them a push or not really yes, so in in a platforms like For example intercom. This is what we are using for the customer support First of all right by the way for these platforms like intercom You have a chat bot which also can save you a lot of time and a lot of money So what you can do is that on the hours when you don't have the VA's you can put a chat. It works really well About the bonuses usually I give a bonus but not Depending on what they did. I mean it depends on I'm not telling them like if you will do X you will get Y only if I see that someone really worth it and really Spent from his time and did more than what I requested from them. So only in this way in this case is a will pay more Yeah Wait wait, it's very depends also on the culture of the VA is from where they come like there are some Cultures in the world Well, if you give them more you make it only like bed Like it doesn't help if you give them more money because they feel like you're trying to convince them So it depends on the country. We can talk about this later Sure interesting Okay, I think you pretty much Capital my questions Thank you very much appreciate it No problem. Yeah, I will send you the Messages, I will also put it here under the video so other people can get it Thank you for coming for this call for this call. It was really interesting. Yeah, I think yeah, cool Thank you. Bye. Bye. Yeah, bro. Take care. Bye