When all’s said and done, every business knows that the customer is really the king. Keeping your customers happy can put your business on the path of real growth. Customers today demand quality products, speedy after-sales services and an overwhelmingly positive experience for each transaction. They expect a business to be ready with answers to their questions and solutions to their problems. They also require a business to be on standby 24*7 to handle customer feedback and reviews.
No business can risk overlooking these aspects if it wants to remain competitive. However, maintaining an entire customer support outfit in the house can divert too many scarce resources from core areas of business. A small enterprise or entrepreneur can hardly afford such a team.
When your business is growing, it’s common for your customer service employees to feel overworked. When striking the work-life balance seems difficult, it affects their productivity at work. Adding a virtual customer support assistant to your team can enhance productivity and give your business the support it needs. When you hire a virtual customer support assistant, you can rely on them to handle the bulk of the routine customer support issues, freeing other resources’ time up (including yours).
What Can a Virtual Customer Support Assistant Do For My Business?
Here is a list of functions you can delegate to a virtual customer support assistant:
- Handling initial inquiries about a product/service
- Managing client transactions, profiles and accounts
- Shopping cart management – helpdesk calls, live chat support and dispatch calls
- Maintaining the CRM database
- Processing orders placed offline or online
- Generating invoices
- Processing payments
- Keeping track of comments, suggestions, likes and dislikes, testimonials and reviews from customers
- Refunds processing
- Prospecting and following up on viable leads
We know the irritation and teeth-grinding frustration of trying to contact customer support but coming up short. Would you ever recommend such a business? In a world of endless options, all it takes is a single lackluster support experience to have a customer re-evaluating their choices. On the other hand, a few glowing customer reviews can take your business up to dizzying heights. A smart way to offer an amazing customer support service is to hire a virtual customer support assistant. Here are the benefits which await you.
1. Reduce operational costs
This is perhaps the number one reason to hire a virtual customer support assistant for your business. As a small business, you’re looking to cut costs wherever you can. By hiring a VA instead of a full-time employee, you no longer have to spend a fixed sum on salary each month or rent office space. This can really reduce your costs when you build a virtual team of customer support staff that works remotely.
2. Save money on training
A virtual assistant is a trained professional who knows exactly how to make customer interactions smooth and personable. This means that when you get your VA onboard, you don’t have to invest the time and resources to train them.
3. No office expenses
Because your virtual customer support assistant works for your business remotely, you don’t need to invest in a physical office space. Nor do you need to spend money on office supplies and expensive team lunches. Hire a virtual customer support assistant and start saving money today.
4. Save on employee welfare
Hiring a new employee implies an added cost of salary, medical benefits, and leave benefits and so on. You can save yourself some serious money by hiring a VA. Invest these savings back into your business and grow it by hiring a virtual customer support assistant.
Keep Customers Happy
5. The personal touch
Technology and automation may have simplified processes, but customers still prefer dealing with a human and not a robot. Your virtual assistant can interact with customers on a personal level, while using technology for assistance.
6. Round-the-clock availability
No matter what time of day it is, your customer support VA will be ready to assist your customers. This sort of prompt service can go a long way in increasing goodwill and building your business’ credibility.
7. Customer satisfaction skyrockets
With an expert who knows how to handle queries and complaints smoothly, your customers will come away from every interaction feeling valued. A virtual customer support assistant will be able to deal with peak call volumes, prioritize time depending on the severity of customer's issue and radically reduce response times. All this translates to good PR for your business.
8. Impress prospective customers
Even in this day and age, customers still value word of mouth referrals. Every current customer you have has the potential to create dozens if not hundreds of new customers for you. For this reason, hiring a virtual customer support assistant is a smart way to impress prospective customers with the quality of support they receive.
9. Customer loyalty
A worthwhile customer support assistant can bring you free publicity in the form of word of mouth referrals, rave reviews and online recommendations. When your customers are happy with the support they receive, they are more likely to reward your business with their loyalty.
10. Bilingual support
Depending on the country your VA comes from, they can interact with customers in at least two languages. So if your market belongs to a different geography or if you have plans for international expansion, hiring a virtual assistant is a smart move for keeping your customers happy.
11. Extend business hours
When you hire a virtual customer support assistant from a different time zone, you essentially extend your business hours. Such a VA can field customer queries even while you’re asleep. In this way, you can extend your hours of operations well beyond what is conventional, without the added expense of hiring multiple people.
Improve Brand Image
Prompt and efficient customer service can do wonders for your brand image. Which business would say no to that? Hire a virtual customer support assistant to leave customers with a lasting, professional impression of the way you do business.
A virtual customer support assistant is a treasure when it comes to smooth, seamless and consistently highly rated service. This will act as a magnet to draw new customers and retain existing ones. Choose a virtual customer support assistant to deliver a consistent experience.
14. Multi-channel support
Today, customers can contact you through multiple channels – telephone, email, WhatsApp and what not. If there is a communication method, you must have a ready presence on the medium. Why take on the hassle yourself? Hire a virtual customer support assistant to offer support across multiple channels.
15. Run a sophisticated enterprise
In the e-commerce era, it is likely that you have customers on a global scale. When they contact customer support, it is heartening for them and effective for you if they interact with someone of their own country. The solution is to hire country-specific virtual customer support assistants. It minimizes the risk of communication lost in translation.
Experience Productivity Gains
16. Outsource non-core work
As an entrepreneur, you are pretty much used to donning many hats every day. However, customer support is one area you can safely hire a virtual customer support assistant for. Your VA doesn’t need much handholding, and you will be able to increase productivity in areas that matter to business growth.
17. Increase efficiency
Your virtual customer support assistant is highly trained, and you can safely outsource most repetitive, mundane tasks to them. You, on the other hand, can focus on the analysis of the data collected through this function to build stronger customer profiles and extract rich insights for growing your business.
18. Focus on core responsibilities
Customer support is an ancillary activity that supports your business’ core functions. When you hire a virtual assistant, you can concentrate on core areas which directly impact productivity, competitiveness, and growth.
19. Decrease employee workload
Because customer satisfaction is a part of your business’ fabric, you expect your employees to go above and beyond. Sometimes, they may even find themselves taking on tasks not meant for them. A VA can free your team’s time so they can focus on their job and more complex work. If your customer service team has lately been feeling overworked, you can safely hire a virtual customer assistant to share the workload.
20. Reduce pressure
Granted, one or two people on your core team may be responsible for carrying out customer support functions. However, there has to be a match between how much needs to be done, and how much they can actually cover. To be more productive, outsource routine matters to a virtual assistant and realize productivity gains.
21. Enhanced competitiveness
Competitiveness in business is sustained not only by innovating but also creating value chains that are difficult to replicate quickly. Customer support is one such value-laden area that once developed can give an edge over competitors. Hire a virtual customer support assistant to achieve this objective.
Scale With Ease
22. Cover fluctuations
Many small businesses struggle when faced with a sudden, temporary increase in customer demands. Since they have in place an infrastructure which is able to cope with limited customer volumes, many end up losing business. A virtual customer support assistant is experienced in handling such fluctuations and ensures that customer retention rates remain high.
23. Reduce employee turnover
Losing an employee you have spent resources to train can be a real loss, and has particularly severe consequences for a small business. Employees may quit for a variety of reasons. Since the virtual customer support assistant works from a comfortable environment and doesn’t have to spend hours on the daily commute, the risk of frustrated employees showing up at work is negligible. When employees are happier, the likelihood of them looking for elsewhere goes down.
24. Allocate manpower elsewhere
All small business owners have experienced emergency situations where they may have to temporarily allocate personnel from one area to another. However, customer support is a function that has to be up and running at full capacity at all times. By hiring a virtual customer support assistant, you can ensure that you are constantly available when your customers reach out.
25. Greater flexibility
Scaling your customer support team is a whole lot easier with a remote team that works independently. Because hiring and onboarding is faster and much more flexible, you can easily expand your team, either for the short or the long haul.
26. In-depth knowledge
Your virtual customer support assistant knows the breadth and depth of their field. They can handle practically all the ancillary activities as well as primary customer support activities. Hire a virtual customer support assistant to give your business a real boost.
27. Expert data collection
In the process of handling customer support, your virtual assistant will have a prime opportunity to create huge data banks and customer profiles. They can also conduct basic data analysis and identify patterns in customer behavior.
28. Bigger talent pool
Sometimes, it may be tricky to find the right talent for your support team, especially if you’re limited to your local pool. By expanding your search online, you can get in touch with a far greater number of qualified professionals, giving you those many more choices for building a trained support team.
29. Work-life balance
As a small business owner, you have so much on your hands that you need to take regular breaks to maintain your sanity. On top of everything, supervising a mundane activity such as customer support can be too much. Hire a virtual customer support assistant instead. Neither do you need to train them or supervise their work. They are adept at working remotely and managing your customer support operations smoothly.
30. Quicker hiring
The traditional recruitment process can run up to several weeks, a drain on your most precious resource i.e. time. Say goodbye to months of long-drawn-out hiring and choose a qualified virtual assistant instead. All you need to do is sign up on a trusted platform and fill your position in just under a few hours.
For a business in its early stages, hiring a virtual assistant is the right way to offer customers a stellar experience each time. Wondering how to hire a virtual customer support assistant? Allow Wishup to walk you through the process. Sign up for a free consultation here.
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