When you’re launching a new business and customer enquiries are coming in faster than you can handle them, it’s time to call in the experts. For Louisa, Head of Operations at The Better Menopause, bringing in a virtual assistant for a growing business meant customers got the attention they deserved without it all falling on her.
ABOUT
Industry: Health and Wellness
Company size: Small, early-stage business
Who we supported: Louisa, Head of Operations
About the business
The Better Menopause is a health and wellness supplement brand supporting women through the menopause. As a small, fast-moving business, keeping on top of incoming enquiries and fulfilment issues was central to the brand’s customer experience, repeat purchases, and online reviews – all of which would contribute towards long-term success.
Why did The Better Menopause contact Timpi
The Better Menopause was growing quickly, and they needed to handle customer enquiries promptly and professionally. Louisa’s founder already had a Timpi VA in place, so adding another person to support the team was a natural next step, especially as they needed someone who could hit the ground running.
Louisa's Challenges
As enquiries grew, it became clear that customer communications needed dedicated, consistent attention. Despite this, responses were taking too long, and the pressure of keeping up was starting to show.
How a Timpi virtual assistant supported this small business
We matched the team with Toyin, one of our Timpi VAs, who had previous customer support experience and was able to get started almost immediately.
Toyin took ownership of incoming customer emails from day one, establishing a process and making sure every enquiry received a timely, professional response. As a result, any fulfilment issues were dealt with calmly and efficiently, keeping customers happy and the team focused on everything else.
In addition to her customer care work, Toyin tackled the day-to-day admin that was piling up. She took initiative where she could, always checked in when she needed direction, and kept her notes detailed enough that nothing slipped through the cracks, even when she was away.
The Result
Working with Timpi was a catalyst for change. Having a virtual assistant supporting a growing business meant emails were answered promptly, customers were properly looked after and the team could focus on building the business rather than managing the inbox.
The support also helped Louisa identify the need for a permanent customer care role. Toyin’s interim support and the processes she put in place gave the business a clearer picture of what it needed long term, eventually leading to the recruitment of a dedicated customer care manager.
