If you are a business owner running a successful eCommerce business and have yet to hire a customer service virtual assistant, I’m willing to bet you are spending the vast majority of your time dealing with customer service issues. When your business is getting 50 or more orders per day, you likely have double that in inquiries. These inquiries may include questions about products, concerns about orders or feedback on a variety of issues. And when you are spending most of your time dealing with customer service, you aren’t able to put effort into growing your business or enjoying the lifestyle you’d hoped to have. If this sounds like you, hiring a customer service virtual assistant may be your ticket to freedom, happiness and expansion in your business.
Should you hire a customer service virtual assistant?
All savvy business owners know that customer service is the key to your success as a business owner. You absolutely must keep your customers happy. When your customers are happy, they come back over and over again. Happy customers also refer new paying customers who will then continue to buy and refer. Your reach continues to grow and expand as long as your customers are satisfied. On the other hand, unhappy customers can destroy your business’s potential and wreak havoc on your bottom line. Unhappy customers can potentially turn a profitable business into a failure.
But keeping your customers happy takes time, and business owners often run out of that precious resource. There are so many different aspects of running a business, and once your business reaches a certain level, you cannot do it alone. Rather than letting customer service fall by the wayside, the best thing you can do is hire a customer service virtual assistant to take on the responsibility.
What tasks can you outsource to a customer service virtual assistant?
It is a time consuming job to keep your customers (potential, past and present) happy. A customer service virtual assistance with great customer service skills can answer phone calls, perform live chat, email back and forth and even comment on social media posts. No matter which avenues are available to your customers to reach out to you, a virtual assistant can handle them all.
Answer Questions and Guide the Process
Potential customers often have questions they want answered before committing to the purchase. They may have questions about the product itself, or they may need help with the actual purchasing process. No matter what the question or concern, most customers won’t wait very long for an answer before moving on to the next company who sells something similar. A customer service virtual assistant can make sure you aren’t losing potential sales just because customers aren’t getting their answers quick enough.
Customers want to know where their products are, and they want to know now. We’ve all been there! This is where you can truly set a standard for excellent customer service in your business and stand out from your competition. By hiring a customer service virtual assistant, you can have someone able to track down orders as soon as your customers request the information.
Deal with Returns and Refunds
No one likes to deal with returns and refunds. When you have already lost business, you may not immediately see the need for excellent customer service in this area. However, dealing promptly and professionally with returns and refunds is extremely important. Your customer is already unhappy or dissatisfied with their product. The last thing you want to do is make them even unhappier. Most people who return items will be happy with a quick and easy process and refund, even when they were initially unhappy with the purchase. Keeping them happy avoids a situation where they feel the urge to spread negative feedback or leave bad reviews online. Furthermore, you should always seek to understand why your customers requested a refund in order to improve your product and keep returns at a minimum. Not only does this help your business’s bottom line, but making your customers’ voices heard leaves a lasting impression. Even after returning your product, they may come back to purchase again in the future.
Communication in general (email, chat, phone etc) takes a lot of time. The larger your business grows, the more emails, chats and phone calls come in each day. The quicker the response time and more genuine the answer, the happier your customers are going to be. A customer service virtual assistant can be a key role in maintaining the communication and keeping your customers happy while freeing up time in your day to focus on growing your business.
Feedback for Continuous Improvement
Every business owner should always seek continuous improvement in their business operations. The best way to know what to improve on is to simply ask. An essential part of customer service is asking for feedback. While it can be time consuming for a business owner, it may be one of the best tasks to outsource to a customer service virtual assistant. A virtual assistant will be able to survey or speak to customers and find out what went well and what didn’t work out so well, what processes were straightforward and what processes were confusing or not user friendly and even what they liked and didn’t like about their purchased product.
There are so many reasons why you should consider hiring a customer service virtual assistant to help run your business operations. In fact, the future of your business may depend on it. Not only will it allow you to focus on growing and expanding while keeping your customers happy, but outsourcing important tasks will actually save you money and increase your profits.
Over the course of the next few days, keep a tally of how many hours you spend on customer service activities such as responding to emails, answering questions, addressing concerns, dealing with feedback and keeping your customers happy. I’d be willing to bet it is more time than you think. If you want to take it one step further, reach out with a quick survey or poll asking your past customers how satisfied they were with your customer service and if there are areas for improvement. When you get that feedback, don’t take it lightly. Take some time to see how hiring a customer service virtual assistant could change your business.
While it may seem like a daunting task to outsource customer service, there are marketplaces – such as Freeeup – that take all of the guess work out of it. The process becomes easy and simple when qualified freelancers are already vetted and tested. There are virtual assistants waiting to help take your customer service (and your business) to the next level.
Thinking of outsourcing customer service yet? If you are ready, hop on over and get in touch with qualified customer service freelancers through FreeeUp now.
Melissa Ricker is a nuclear engineer and a professional freelance writer specializing in career growth, technical writing and online entrepreneurship. She writes a blog, Engineered Motherhood, for working mothers who need help balancing career growth and time management.