Frequently Asked Questions

My Online Personnel is a family-run business operated by Pete and Donna. We help small businesses take recurring work off their plate — from customer support and administration to Google Business Profile management, Facebook Business Page management, website support and outreach campaigns.

For the full list, visit our Services page.

Start by showing us the work that is taking up your time.

We look at the process, how often it happens, the systems involved and where human judgement is needed. We then agree whether the best approach is manual, automated or a combination of both.

If the work is not suitable for us, we will tell you.

Yes.

My Online Personnel is deliberately small and personal. You are not passed into a call-centre queue or handed between anonymous support staff.

The work has a clear owner and we take time to understand how your business operates.

Yes.

Before taking over customer-facing work, we learn your business, products, preferred language, procedures and escalation rules.

The aim is for communication to feel like a natural extension of your own business.

That is something we agree with you.

Where appropriate, we can communicate as part of your business rather than presenting ourselves as a separate outsourced provider.

Yes.

We provide native-English business support to businesses in both the UK and US, as well as businesses elsewhere that need English-language support.

No.

Some clients need ongoing recurring support, while others may need help with a defined project or process.

We first look at the work itself and then agree an arrangement that makes sense.

We prefer to agree the scope around the work rather than force every client into the same package.

For ongoing work, we may recommend an initial trial period so both sides can make sure the arrangement works properly before committing longer term.

There is no standard price because the amount of work, frequency, systems involved and level of responsibility vary from client to client.

Once we understand what needs doing, we will provide a clear quotation before any work begins.

Yes.

Many of our services naturally work together.

You might begin with customer support and later ask us to manage reviews, Google Business Profile updates, Facebook posts, administration or another recurring process.

You only need to use the services that make sense for your business.

Yes, where it genuinely improves the process.

We use practical automation to make repetitive work more reliable or efficient, but human oversight remains where judgement, communication or exceptions are involved.

We do not automate simply for the sake of it.

Usually, yes.

We can work with many common business systems, CRMs, spreadsheets, email platforms, WordPress and other web-based tools.

If a particular system needs specialist knowledge or access we do not have, we will tell you before agreeing to the work.

Yes.

Client information, customer information and access to business systems are treated seriously and professionally.

Access is limited to what is necessary to perform the agreed work.

We do not guess.

Part of setting up a process is agreeing what we can handle ourselves and what should be referred back to you.

Sensitive, unusual or higher-risk situations are escalated according to the rules we agree with you.

It depends on the work involved and our current capacity.

Straightforward tasks may be relatively quick to set up. More involved processes may require time to understand your systems, procedures and expectations properly.

Contact us and we can give you a realistic timescale.

We are primarily suited to small businesses that have recurring work which needs doing reliably but does not justify another full-time employee.

That can include service businesses, online businesses, retailers and other owner-managed companies.

Show it to us.

If the work repeats, follows a process and needs doing properly, there is a good chance we can assess it.

If it is not suitable for My Online Personnel, we will say so.

Use the Contact page and tell us what is taking up your time.

We will look at the task, process or recurring responsibility and discuss whether we can take it off your hands.