Your Virtual Assistant as a Customer Service Representative

What is Customer Service 

Simply put, Customer Service is the assistance or service provided by an organization to people who buy or use its products and services. It is service offered before, during and after purchase of a product or service rendered.

Every business offers a form of Customer Service ,what makes a brand or business stand out is the quality of service rendered to a customer.

Customer Service plays an important role plays an important role in an organization’s ability to generate income and revenue. The good quality of your service results in an increase in customer satisfaction, thereby propelling an increase in customer patronage. Several studies have proved that the cost of business lost as a result of poor Customer Service is usually greater than the cost incurred in establishing an excellent Customer Service structure.

Importance of Customer Service 

Customer Service helps your customers have an easy and enjoyable experience. It is critical to the success of your business. It is often said that it is cheaper to keep an existing customer than to find new ones. Some even estimate that acquiring new customers cost 6-7X more. Prioritizing customer support helps you retain and attract quality customers.

Customer Support can make or break your reputation. Customers are quick to share their negative experiences online . A seriously ticked off customer in the online sphere can write a lengthy rant online, post comment on blogs or forums offering negative reviews. Any one who does a research on the concerned business will see the reviews as what is posted online anywhere never goes away. The internet never forgets!

This will not help any business especially a start up or growing business that is still trying to gain grounds in the market. The product or service you offer is only as good as the service you back them with. It is important to support channels from day one, usually from the point of enquiry.

Customer Service is critical to competing effectively. Customers hardly ever choose based on prices but based on service rendered. Customer support is a major driver of customer experience. It aids in creating winning experiences that helps organizations stand out from competition.

Customers are also willing to pay more for a better customer experience. It makes your customers love you and this is turn increases you profit as a result of increased sales. This is a smart business technique!

Why your business needs a Virtual Assistant as a Customer Service Representative 

Customer satisfaction has long been the Holy Grail for anyone in business. Social media now brings a whole new significance to customer satisfaction. Rants and raves reach friends, friends of friends and friends of friends of friends! It is word of mouth of steroids! To further help every business tap into this ever evolving business stimulator, you can employ a Virtual Assistant as a Customer Service representative.

This system encourages the adoption of conventional methods of Customer Service with the progressive use of social media by an experienced service provider to attend to your businesses Customer Service needs.

The cost of running your Customer Service System is reduced as the Virtual Assistant works with his/her own work materials, run operations from their own office space. There is little or no training required as services are handled by professionals. Trainings they take on do not in anyway interfere with your business expenses.

The cost of recruitment and remuneration is also  reduced to the barest minimum as Virtual Assistants usually have different service packages to meet the clients needs and budget. The service packages have been carefully designed to ensure that it is less than the minimum amount an experienced and professional Customer Service representative will consider as satisfactory remuneration.

They help improve efficiency in business and sales, bringing on years of experience and expertise on board.  The client is also able to focus on other aspects of the business and take on new business opportunities.

Businesses often run unconventional hours, i.e. public holidays, weekends, 24hour services. Virtual Assistants are usually available to take on this challenge to help the clients run their business while they go to rest, trusting us to deliver exceptional Customer Service at any time of the day.

It is important that you ensure the Virtual Assistant has the requisite customer service experience or training. You can conduct a telephone interview and ask pertinent questions. Another option is by reviewing the LinkedIn profile of the intended Virtual Assistant. Lastly, you may ask for referrals from family,  friends and colleagues who have worked with Virtual Assistants.

Conclusion

According to Jerry Gregoire “The customer experience is the next competitive battle ground”. With the throng of start ups and businesses being established daily, it is expedient that to all businesses endeavor to make awesome service a secret weapon to staying ahead in the game.

Doug Warner  also said “in the world of internet Customer Service, it is important to remember your competitor is only a mouse click away”.  Use our online Customer service to extend your voice, solidify your brand and gain evangelists for your business.