Frequently Asked Questions

We believe the following things make Sigrid.AI a superior solution for anyone looking for administrative assistance. 

Our Team Structure

The team structure is the secret sauce of Sigrid.AI. Your dedicated EA will always be your point of contact and is responsible for the day-to-day quality of the service we provide you, but in reality, you are being supported by a whole team. This provides the following benefits to you:

 

  • Specialization – when your tasks require unique knowledge or skills, your EA can draw on a group of specialist 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 EA has access to a pool of Associate Executive Assistants, who can take on less complex and time-consuming tasks such as data entry, waiting on calls, etc. This frees up your EA to focus their energy on quality and project management.
  • Continuity – because we have several staff members working with each client, we can offer seamless continuity of service during vacation, sick leave, etc. Should you need a new EA 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.
  • Flexibility – the Sigrid.AI service can quickly scale up and down depending on your needs because we have a whole team ready to support you, and many of them will be familiar with your requirements already. Just let your EA know, and we will add some hours to your current plan, or move you to a different plan.

Our Recruitment Process and World-class Staff

All our employees are college-educated with excellent working English (Kaplan rating Advanced/Highly Proficient) and a minimum of 5 years of working experience. We hire people full-time, offer above-market compensation and benefits, including healthcare for dependents, so our staff is free to focus their energy on providing an excellent service to our clients. Staff co-work in our office 2 - 3 times a week and receive on-going in-classroom training,

We have spent the past three years refining our understanding of what makes a great remote executive assistant (hint: it is not the same characteristics that make a good co-located EA) and our ability to attract them. Only 1% of applicants make it through our rigorous recruitment process, which combines the latest psychometric testing (one test was developed by NASA) with several rounds of interviews and case-based

Our Management, Processes and Continuous Training

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

This is what we do, and we think we are good at it. Unlike most other organizations, managing and developing administrative staff is the core function of Sigrid.AI. We invest heavily in continuous improvement both in general and at the individual level, which ensures that our service quality is substantially higher and more consistent than other set-ups like ‘normal’ co-located administrative staff, individual remote workers, or even alternative remote staffing companies where staff doesn’t co-work in an office.

Our AI-enabled Software Systems

We’ve spent the past three years developing our MySigrid platform to make our EAs able 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 managed through to resolution with sophisticated tools for collaboration and process management
  • A knowledge-base is continuously expanded of customer-specific preferences and requirements, along with shared, SOPs, checklist, etc

MySigrid uses AI/machine learning to understand the communication from clients in order to assign a task type and make sure all preferences relevant to that task type are presented to the EA just 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 EAs in their communication with clients.

Please see the Plans page.

Sigrid.AI 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 and safeguards to protect the confidentiality of your personal information.

All our staff have signed a non-disclosure agreement (NDA) covering the protection of your information and are regularly trained in our Information Security Policies.

Your information is stored in our MySigrid system, which is our custom-built platform for handling all communication and information relating 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 a leading secure password management and data sharing solution.

If you request our staff to use other means of transferring or storing information (e.g., Dropbox, Google Drive, Slack, Whatsapp), we will endeavor to set-up and 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 on dpo@sigrid.ai.

The Live Support Window is the time slot during weekdays where you can have real-time communication with your EA.
 
This is also the time when your EA can participate in meetings, calls, etc.
 
Personal, Start-up and Growth Plans select one 4-hour slot and Enterprise Plans two adjacent 4-hour slots from the following:
  • Asia  12:00-16:00 SGST
  • Europe  10:00-14:00 CET/CEST
  • America East  9am-1pm EST/EDT
  • America West 11am-3pm PST/PDT
The actual resolution of your tasks may happen at any time of day depending on urgency and the skills required.

If your task requires immediate attention inside your Live Support Window, 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 time of day (i.e. also outside of your Live Support Window), please always send an email and write ’Critical' in the subject line. These are our response time commitments: 

Priority Response time* When Task Resolution
Normal Within 30 minutes Inside Live Support Window As soon as possible
Urgent Within 15 minutes Inside Live Support Window Immediately
Critical Within 15 minutes Anytime Immediately
The iPhone app is available to subscribers of the Sigrid.AI remote executive assistant service. It allows you to communicate seamlessly with your EA while providing a structured overview of all the tasks you have delegated to your assistant. We focused on building a tool to supercharge the collaboration between our clients and our remote support team.
 
With the Sigrid.AI mobile app you can:
  • Keep track of all messages between you and your assistant (including emails)
  • See all task-related communication in one place
  • See detailed information about the tasks you have delegated, including deadline, priority and real-time status
 
You can find the iPhone app on the App Store. An Android version will follow. 

Your EA will be servicing you through MySigrid, our AI-powered collaboration platform built specifically for executive assistants. MySigrid contains your confidential Client Fact Book (CFB) and all tasks and related communication. 

The MySigrid platform enforces standard processes for the handling of different task types, thus improving quality, reducing human error and increasing speed.

Our Team structure ensures versatility and continuity:

When you sign up for the Sigrid.AI executive assistant service you get access to the expertise and experience of a whole team:

  • a dedicated Executive Assistant (EA), set up as an employee of your company, is your single point of contact and who will be responsible for resolving your tasks and meeting your day-to-day requirements,
  • a team of specialists who support your dedicated EA in areas such as travel management, expense management, IT support, research and more,
  • one or more Associate Executive Assistants (AEAs), focused on supporting the EA in supporting you. AEAs are aspiring EAs, have been through the same demanding recruitment process and receive extensive classroom and on-the-job training,
  • a Customer Success Manager (CSM) that oversees the work of your dedicated EA, conducts continuous training to ensure adherence to standard procedures and functions as a back-up to guarantee seamless continuity

Aside from turning your EA into a Swiss Army knife that is continuously adding new capabilities, the team structure, and our MySigrid platform also ensure continuity. When your EA takes time off, someone else can take over the role of managing your tasks without the service missing a beat. All you will notice is that someone else is writing to you 'on behalf of' your EA. Since you are being serviced by an aggregate person rather than one dedicated person, the team structure means that at any given time, your EA will be supporting two other clients.