We all want to be the business that gets the 5-star ratings, right? A good way to reach that goal is by boosting your customer service! Great customer service is the backbone of a business. Did you know you can boost your customer service by contracting with a Virtual Assistant? Read on…
Not only will great customer service help with your business ratings but, it can increase your revenue. “Seven in 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great customer service,” stated American Express VP Raymond Joabar, in a recently published survey. This proves that the value of customer service is increasing. Consumers are willing to spend 17% more on businesses with better customer service. This is an increase from a few years ago.
As your business gets busier, have you found it difficult to keep up with everything? Sometimes things start to slip, not intentionally of course, but because you’re so overwhelmed with tasks. One thing you don’t want to ‘undercut’ is your customer service!
So, what is a small business or entrepreneur to do, when there are so many business tasks and responsibilities vying for their attention? The answer is simple…they contract with a Virtual Assistant! A VA can ensure that your customer’s needs are met quickly. With the time you save, you can now focus on handling the tasks that only you can handle.
Small businesses can contract with a Virtual Assistant, in order to boost their customer service. Your VA will become a collaborating team member.
Here are some customer service activities that a VA can handle for your business:
Email management is customer service. You need to respond quickly to your clients and potential clients. Kathy Colaiacovo, the owner of Pepper It Marketing, said, in a 2012 interview with Entrepreneur.com, “To keep you from wasting time in your email inbox, some virtual assistants will filter your most important emails and respond to the rest on your behalf. Such email management is easy to do remotely, but you need to provide guidance on how to pick out key emails and ask the assistant to copy you before sending out any responses to reduce the risk of errors.”
Acting as your business’ Customer Service Representative
Your VA can respond to your customer inquiries. In this digital, instant-everything world, your responsiveness can make a huge difference in your customers’ satisfaction. Things tend to get out of hand if you are not quick to respond, or if you rely on canned responses! Your VA can be there to respond quickly and to share updates with your customer.
Social Media Today shared in a recent blog post that 84% of consumers expect companies to respond within 24 hours after posting on social media; while 72% of Twitter complainants expect a response within an HOUR!
Customer Feedback and Reviews Reports
A VA can gather the results of your customers’ feedback and reviews and present it to you in a report. You can then work on those items that may be causing your customers to be unhappy with your service.
Do you have a FAQ page on your website/social media? If not, your VA can create and monitor that for you as well.
Setting up Customer Communication
Customer communication is an important part of customer care but can be a time-consuming task. Whether it’s setting up autoresponders, newsletters or blog posts…a virtual assistant can take these off your hands.
There is no right or wrong answer for how often you should be in touch with your customers. A general rule of thumb is that you should touch base at least once per month. Keap offers suggestions guidelines here.
Monitor Online “Mentions” of Your Business
Virtual Assistants can set up tools that will send an alert if someone mentions your business online. This Search Engine Journal article reviews the 10 best social media monitoring/tracking tools.
A Virtual Assistant could be the missing link you need to boost your customer service? When you are ready to find that perfect Virtual Assistant, click here to access our active IVAA RFP board. Submit your business needs and professional VAs will contact you with their proposals.
To your continued business success!
Karen Kannegiesser is an online business resource assistant with over three decades of C-suite level executive administrative and supply chain expertise. She has many years as a strategic MRO buyer for a large specialty chemical manufacturer, as well as an extensive background in database management, project management, contract administration, and business continuity/disaster recovery preparedness. www.LotusBusinessResources.com
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