Week 3 Simulation Task | Customer Support & CRM with HubSpot | Everything VA Concept

Welcome to Week 3 of the Everything VA Concept programme! In this session, students are introduced to the importance of Customer Support and Customer Relationship Management (CRM), with a focus on building lasting customer relationships, communicating with empathy, and using CRM tools to deliver excellent customer experiences. We also introduce this week's practical simulation project, where students will take on the role of a Virtual Assistant supporting Glow Skin, a Nigerian online skincare brand. 📌 WEEK 3 SIMULATION TASK Students are required to manage a backlog of 10 customer support tickets using HubSpot CRM and complete the following deliverables: 1. Ticket Management: Create a free HubSpot account, manage all 10 tickets, assign appropriate statuses, and document activities with detailed notes. 2. Customer Communication: Draft professional, empathetic, and personalised responses to each customer. 3. Ticket Escalation: Identify two tickets that require escalation to the founder and explain why each needs further attention. 4. Customer Support Report: Prepare a report summarising the tickets handled, common customer issues, resolution rate, and recommendations for reducing future support requests. 5. FAQ Document: Create a text-only Google Docs document containing 10 frequently asked questions and answers based on the issues identified in the tickets. 💡 KEY LESSON Customer support is more than answering questions. It is about understanding customer needs, resolving issues efficiently, protecting the brand's reputation, and building relationships that encourage customer loyalty. CRM tools like HubSpot help Virtual Assistants organise customer information, track interactions, manage support requests, and deliver a more structured customer experience. Watch the full briefing carefully and ensure you understand all requirements before beginning your task. #EverythingVAConcept #CustomerSupport #HubSpotCRM #VirtualAssistant #CRM #CustomerExperience #PracticalLearning