Customer service is much more than just your tone of voice at the register. It includes a whole host of different roles including:
- Post-sales support
- Rewards and loyalty programmes
- Providing recommendations and advice
- Answering questions and queries
- Attending to issues and problems
Make no mistake, “customer service” is a broad umbrella.
It’s also a lot of work to add to your plate.
Not only does this make your life that much harder, but it can also sour your relationships with your customers before it even starts.
Struggling to keep up with the load? Worried your sales and image are starting to suffer as a result? If you suffer from any of the following problems, hiring virtual staff may be the answer you seek!
Problem 1: the calls don’t stop coming
Normally, a phone that never stops ringing is a good thing – more calls equals more business, after all.
However, it also means a lot more work, which can distract you from the rest of your duties as business owner.
And what if you’re the type of business that needs someone manning the phones 24/7 to provide customer support like an IT company? Or if you sell internationally? You can’t reasonably be expected to sacrifice your sleep!
The solution? Hiring virtual staff!
Call centre outsourcing is one of the most common customer service processes handed off to virtual staff. It’s not just big multinationals either – thanks to outsourcing providers like VirtualStaff365, you can have someone to look after phones for you too.
The time difference doesn’t need to be a disadvantage either – in fact, it can be a strength in some cases!
In addition to the Philippines, we also source virtual assistants from South Africa too. With a 9 hour gap with Melbourne (with daylight savings), a South African virtual assistant can hold the fort after-hours until you come in during the morning.
Problem 2: It takes too long to get back to customers
Nobody likes being put on hold for long stretches of time.
Put yourself in your customer’s shoes – would you go back after being forced to wait for hours on end? Probably not!
If your in-house customer service is receiving nothing but negative feedback or taking way too long to resolve tickets, it doesn’t necessarily mean your service team are awful.
It could just mean that they’re overworked!
Again, virtual staff swoop in to save the day.
By hiring virtual staff, you can (affordably) ease the load on your customer service team. For example, you could hand routine tickets to your virtual staff allowing your Melbourne-based team to focus on important clients or cases that require escalation.
What does this mean?
- More resources to solve customer service problems
- Faster closing of tickets
- Greater individual attention for your customers
Problem 3: You’re performing customer service yourself
If you ask me, business owners should never be doing their own customer service. The only times you should be are when:
- A call gets escalated
- You’re chasing a lucrative new lead
- It’s an important customer
If it doesn’t fall into one of those 3 categories, you shouldn’t be doing it – you’ve got bigger fish to fry!
But what if you are?
If this is the case, you may need to think about hiring virtual staff.
Simply put, virtual assistants give you your time back. That means you can focus on your more important tasks – or you could simply take the time off, it’s up to you!
Not to mention, some of us just aren’t programmed for customer service. Our voice tones might be “brusque” to put it politely, or we may have a habit of missing emails.
VirtualStaff365 takes care to only select applicants who perfectly fit your requirements. That means hiring virtual staff with previous customer service experience.
Outsource your call centre staff with the help of Virtualstaff365
Do you struggle to deal with the mountain of emails you need to sort through?
Does the phone never stop ringing?
Is your schedule full of customer service tickets, instead of the jobs that matter?
However, that all changed when I started hiring virtual staff.
By handing customer service off to my virtual assistant, I suddenly found myself with free time again. The experiment was a huge success.
And as you can tell, it was so successful that eventually I created VirtualStaff365 to help other business owners share the luck I’d had!
That means you.
Contact VirtualStaff365 at (03) 8842 4300 and let’s get talking about how hiring virtual staff can turn your business around.