Frequently Asked
Questions

We have collected some of the most popular
questions asked by clients.

MySigrid is committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, technical, and administrative security measures to protect the confidentiality of your personal information.

All our staff have signed non-disclosure agreements (NDAs) covering the protection of your information and are regularly trained about our Information Security Policies.

Your information is stored in our MySigrid system, which is our custom-built platform for handling all communications and information related to our clients. MySigrid is hosted entirely on the Google Cloud Platform and takes advantage of the industry-standard security of that platform, along with regular vulnerability assessments and penetration testing.

For particularly sensitive information—such as passwords, log-ins, and sensitive documents—we rely on 1Password, the leading secure password management, and data-sharing solution. Read more about how we use 1Password to protect the sensitive data you share with your dedicated Virtual Assistant here.

If you want our staff to use other means of transferring or storing information (e.g. Dropbox, Google Drive, Slack, WhatsApp), we will use such systems in accordance with our Information Security Policies.

Please refer to our Privacy Policy for more details. If you have any questions, please contact our Data Protection Officer at dpo@mysigrid.com.

If your task requires immediate attention inside your online hours, please write the word ’Urgent’ in the subject line or chat text. Incoming voice or video calls will be treated as urgent. 

If your task requires immediate attention regardless of the time of day (especially outside your online hours), always send an email and write ’Critical' in the subject line and someone from our backup team will respond to you immediately. 

We’ll do our utmost to pair you with the right dedicated Virtual Assistant. How? You’ll meet your dedicated VA before you start working with us. What’s more, your dedicated VA is hired, trained, managed, and vetted by us. 

While chemistry isn’t something we can control, we’ll make sure to always provide excellent customer service and demonstrate empathy. If, for one reason or other, it’s not working out the way you hoped, we will change the VA if needed.

You’ll work with top talent, as we only hire the top 1% of candidates. All our employees are college-educated, have excellent English proficiency (Kaplan rating: Advanced/Highly Proficient), and possess a minimum of five years of relevant work experience. 

We hire people full-time and offer above-market compensation and benefits (including healthcare for their dependents). This gives our staff the headspace to focus on providing excellent service to our clients. Additionally, our staff co-work in our office twice a month and receive ongoing in-classroom training.  This, in turn, enables them to provide our clients with world-class care.

We’ve spent many years refining our understanding of what makes a great remote VA (hint: it’s not the same characteristics that make a good co-located VA). We’ve also improved our ability to attract, and retain, top talent. 

Only 1% of applicants make it through our rigorous recruitment process, which combines the latest psychometric testing (one test was developed by NASA) along with several rounds of interviews and case-based tests.

Currently, our VAs are based in Denmark, Singapore, and the Philippines.

All of our Virtual Assistants receive weekly in-house training and are supported by a Customer Success Manager and a professional management team.

We have access to an almost unlimited pool of talented, hard-working staff. Many of our clients have multiple VAs with MySigrid that support larger teams. Our clients also use MySigrid for remote staffing for specialist roles such as bookkeepers, logistics managers, social media specialists, software engineers, and other roles. Let us know what you require, and we will help you grow your team with world-class talent.  

Communicate with your dedicated Virtual Executive Assistant using your preferred method (email, phone, Skype, chat, WhatsApp, or the MySigrid Task Management Web App/Mobile App). 

All assigned tasks will end up in one place and will be delegated and resolved efficiently.

Your dedicated assistant is supported by our whole team of VAs and Specialists for critical and specialized tasks. They’re always ready to jump in and provide support if your dedicated VA is unable to assist you. At MySigrid, we guarantee our clients seamless continuity, which means that even if your dedicated VA quits or goes on leave, someone in our team can easily step in and fulfill your requests. 

MySigrid’s team structure is an important differentiating factor.

Each client is allocated a dedicated VA. This individual is set up as an employee of your company and functions as a fully integrated member of your team. Your dedicated VA will also be given a local telephone number and company-branded email.

Supporting each dedicated VA are the following:

  •  A Customer Success Manager (CSM) - This is an experienced VA who oversees the work of several VAs to ensure adherence to standard procedures. The CSM also conducts continuous training and functions as a backup to guarantee seamless continuity.
  • One or more Associate Virtual Assistants (AVAs) - These junior VAs focus on supporting the clients’ Dedicated VAs. AVAs have been through the same demanding recruitment process and receive extensive classroom and on-the-job training.
  • A 24/7 backup team ready to handle critical tasks outside your service hours and during weekends.
  • A team of Specialists - These Specialists focus on travel management, expense management, IT support, research, bookkeeping, and other areas of expertise.

MySigrid works with our clients' preferred systems, processes, and online tools. We also recommend productivity hacks and new usefull tools to our clients. 

Tools we support include: Tools we use in our own workflow processes include:
  • Calendly
  • Doodle
  • SalesForce
  • Insightly
  • Pipedrive
  • AgileCRM
  • Trello
  • Wave
  • Xero
  • Basecamp
  • Monday.com
  • Zapier
  • Fantastical
  • Airtable
  • Notion
  • Klipfolio
  • Dashlane
  • Lastpass
  • Dropbox
  • Mailchimp
  • Stripe
  • HubSpot
  • Jira
  • Rydoo
  • Revolut
  • Integromat
  • Google Suite
  • Microsoft Office
  • Appsheet
  • Google Data Studio
  • Adobe
  • WordPress
  • 1Password
  • Canva
  • Zoom

 

The MySigrid Assistant web app/mobile app is available to all subscribers of the Sigrid service. The app allows you to communicate seamlessly with your dedicated VA while providing a structured overview of all the tasks you’ve delegated.

We focused on building a tool to make delegation as seamless as possible. With the MySigrid Assistant app you can:

  • View all delegated tasks in one place,
  • Quickly capture tasks anywhere using the rich chat interface,
  • Follow the real-time progress towards task resolution,
  • Receive reminders about important dates and events,
  • See if your VA is ’On Duty’,
  • Monitor usage in real-time.

The app is available on web and mobile (iOS). Download the app in the App Store here.

Unlike fully virtual assistant services, MySigrid uses technology to support our human assistants, not replace them.

Your dedicated Virtual Assistant uses the MySigrid platform to support you. The MySigrid platform keeps your dedicated VA abreast of the tasks that are coming in and alerts them when needed. MySigrid enforces standard processes for the handling of different types of tasks—improving quality, reducing human error, and increasing speed.

MySigrid provides the following benefits: 

  • Ensures that no task gets lost during the delegation process or is ever forgotten,
  • Ensures that the VA adheres to the agreed response time,
  • Ensures that all tasks are resolved within the agreed deadline,
  • Ensures that no client preferences, deadlines, or urgent appointments are ever forgotten.

MySigrid helps your dedicated VA and support team solve problems and complete tasks collectively, saving them more time individually.

This means that MySigrid can handle critical tasks around the clock. Nothing gets in the way of our continuity of service since your support VA can seamlessly take over if your primary VA is unavailable. This setup allows us to maintain a consistent service across different time zones, as well as handle critical requests outside your Live Support Window.

The MySigrid platform contains your confidential Client Fact Book (CFB) and all the tasks and related communications. MySigrid records your preferences, learns them, and presents them instantly to the VA you’re working with.

By anticipating your needs, we learn to meet them more quickly. MySigrid uses AI and machine learning to identify the type of task you’re delegating, giving your dedicated VA a headstart before they’ve even opened your email.

The MySigrid platform has a Communications Module where all the communication between our VAs and clients is centralized. All requests from the clients are converted into tasks in the Task Management Module. These tasks are managed by the primary VAs but may be delegated to our specialists who have expertise in that specific task. 

Lastly, you can track your subscription usage in your private MySigrid dashboard.

 

At the heart of our service is the idea that collectively, we’re smarter. When you sign up for one of our subscription plans, you’re also hiring the sum total of our teams’ expertise.

The MySigrid team uses a collaboration platform, known as MySigrid, to help it solve problems and complete tasks collectively. MySigrid centralizes all of the communication between the Virtual Assistants and clients.

All requests from the clients are converted into tasks in MySigrid. These tasks are managed by the primary VAs but may be delegated to Specialists who have expertise in that particular area.

You can see a detailed real-time overview of your subscription usage in your private dashboard in the MySigrid mobile and online app. 

Our team structure is the secret sauce of MySigrid. While your dedicated VA will always be your point of contact and is responsible for the day-to-day quality of the service we provide to you, behind the scenes you’re being supported by our entire team. 

This collective support gives you the following benefits: 

  • Specialization – When your tasks require unique knowledge or skills, your VA can draw on a group of specialists in areas such as travel management (our travel desk is staffed by travel industry professionals), expense management (done by a dedicated bookkeeper), IT support, research, PowerPoint, social media, CRM management, and more.
  • Delegation – Your VA has access to a pool of Associate Virtual Assistants (AVAs) who can take on less complex and time-consuming tasks such as data entry, waiting on calls, etc. This frees up your VA to focus on maintaining quality and project management.
  • Continuity – Because we have several staff members working with each client, we can offer seamless continuity of service even if the primary VA is on leave. Should you need a new VA for some reason, we can offer an almost instant replacement with someone who already knows how you like to work. Contrast that with having to go through months of recruitment and training if you hire your own VA!
  • Flexibility – The MySigrid service can quickly scale up and down depending on your needs. We can do this because we have a whole team ready to support you, and many of them will be familiar with your requirements already. Just let your primary VA know and we will add some hours to your current plan or move you to a different plan.

Get world-class admin support with MySigrid 

We’ve spent the last three years developing the MySigrid platform. This proprietary platform allows our VAs to efficiently deliver world-class administrative support. 

A dedicated and secure workspace is set up for each client where:

  • All chat and email messages with the client are managed in the communications module and automatically linked to the relevant tasks.
  • All tasks are carefully managed from deployment to resolution with sophisticated tools for collaboration and process management.
  • Our knowledge base is continuously expanded with customer-specific preferences and requirements, along with shared SOPs and checklists, etc.

MySigrid uses AI and machine learning to understand the communication from clients in order to assign a task type and ensure that all preferences relevant to that task type are presented to the VA when and where they need it. We have spent the past three years labeling all communications and knowledge base entries to educate the natural language processing algorithms that enable this. These same algorithms will power our upcoming chatbot functionality, which will support the VAs in their communication with clients.

Each client is supported by a Customer Success Manager (CSM). The CSM, in turn, is supervised by a management team that oversees their work and reinforces quality and standard processes through continuous coaching and weekly, in-classroom training sessions.

Unlike many other organizations, managing and developing administrative staff is the core function of MySigrid. We invest heavily in continuous improvement, both corporately and individually. This ensures that our service quality is substantially higher and more consistent than conventional co-located administrative staff, individual remote workers, and remote staffing companies.

We offer subscription pricing, from full-time to occasional use. Our dedicated VA plans include:

  • The Personal Plan - Appropriate for 1 user, you get 15 hours of support per month (or 1 hour each day). You can top up additional hours of support during peak periods. A trained backup VA covers your primary VA if they’re on leave, and you get access to our entire team for specialist tasks. 
  • The Start-up Plan - Appropriate for multiple users, you get 30 hours of support per month (or 2 hours each day). You can top up additional hours of support during peak periods. A trained backup VA covers your primary VA if they’re on leave, and you get access to our entire team for specialist tasks. 
  • The Growth Plan - Appropriate for multiple users, you get 60 hours of support per month (or 4 hours each day). You can top up additional hours of support during peak periods. A trained backup VA covers your primary VA if they’re on leave, and you get access to our entire team for specialist tasks.
  • The Enterprise Plan - Appropriate for unlimited users, you get 120 hours of support per month (or 8 hours each day). You can top up additional hours of support during peak periods. A trained backup VA covers your primary VA if they’re on leave, and you get access to our entire team for specialist tasks.

We've made it a point to only work with clients that are willing to use online security vault software to exchange sensitive data with their dedicated Virtual Assistant. It’s the only way we’re willing to work with our clients to guarantee their security and peace of mind.

We rely on 1Password’s security management features to safeguard our clients and their sensitive information. The activity log feature creates an audit trail that accurately tracks all actions and changes within the account. We’re also immediately informed if there are security issues, such as password breaches.

We primarily use 1Password to securely manage our clients’ sensitive information and documents—including their passwords, credit cards, social security numbers, and passports. Whenever we onboard a new client, we set up a number of vaults where the client’s sensitive information and documents are organized and stored. Both the client and their Personal Virtual Assistant have access to these vaults. 

A vault can be dedicated to a specific area of work, such as travel management. Here, the client’s passport details, visa, and other travel-related documents and data can be securely stored. The client can access these password-protected vaults on all of their devices. Moreover, clients can maintain private vaults that only they can access and shared vaults for goals they want their VA to manage.

There are many ideal MySigrid clients: a startup CEO, a business leader of an SME, a consultant, a business leader working in a large enterprise, a solopreneur, or a member of a fully distributed team. What they all have in common is the pressing need to balance a packed work schedule with a demanding personal and family life. 

MySigrid also supports small (often remote) teams, as well as private, home-based professionals and families.

All you have to do is schedule a consultation with us and we’ll gladly answer all of your questions. During the consultation, we’ll walk you through the following: 

  • How the service works,
  • How our team structure is the backbone of our service quality,
  • How we use technology to guarantee the secure sharing of sensitive data with your VA,
  • What differentiates us from freelancers and other shared assistant services,
  • Identify the most suitable subscription plan for your needs. 

Schedule a consultation here.

Our subscription pricing model enables us to offer our services to a broader clientele. If you don’t need to hire a full-time Virtual Assistant, you can opt to hire a fraction of a VA, corresponding to a part-time employee. This means our team also services other clients, so you don't have to stress about keeping them busy. So, if for a month or two business is slow, we will still keep your dedicated VA busy helping our team service other clients.

Communicate any way you want with your dedicated Virtual Assistant (email, phone, Skype, chat, WhatsApp, or the MySigrid Assistant Web App/Mobile App). MySigrid captures all your tasks in one place! 

MySigrid has a Communications Module where all the communication between our VAs and the clients is centralized. All requests from the clients are converted into tasks in the Task Management Module. These tasks are managed by the primary VAs but may be delegated to our specialists who have expertise in that specific task. 

A team getting support from MySigrid VAs

Does your team need support? 

You can add multiple users to our flexible subscription plans. Try out a virtual assistant for a month or two and see how you like it. We can have you and your team up and running with a virtual assistant in a couple of days.

 

BOOK A CONSULTATION
GENERAL ADMIN
COMPANY
SERVICES
RESOURCES
CONTACT US
clutch-manila
red stars
Rated 5/5
clutch-singapore
red stars
Rated 5/5