Businesses, no matter how big or small, are nothing without their customers.
No matter how great their products and services are or how competitive its pricing may be, customers will only look back at their interactive experience with your staff and how their concerns are addressed. This is the main reason why companies should always adopt measures to improve customer satisfaction by adopting a better and improved customer service strategy either by outsourcing virtual assistant services or of other related measures.
Seeing how cutthroat the competition among businesses these days, one should realize that in order to remain on top, sowing loyalty among your customers is the key. Yet, most businesses do not see the importance of customer satisfaction let alone how to improve it.
In this article, we will break down and walk you through the importance of having excellent customer service, its accompanying strategies, and what a huge factor it is in helping your business to stay on top.
Importance of Customer Satisfaction
Customer satisfaction is a key component to every business organization’s success. Yet, no matter how often the said term is always incorporated in every business meeting, only few really know what it means and why it’s an important factor.
To be clear, customer satisfaction is the term given to describe and determine how the products or services of a company meet the customers’ expectations. It is a great indicator whether your customers would want to do a repeat purchase of your products or acquire your services. It also dictates how well your company will fare in the future.
This satisfaction is usually measured through post-service surveys which you commonly encounter through emails or through an onsite emoji-based rating system commonly offered by the staff before you leave their store.
Considering how vital it is to the future of the company, it is only necessary to invest in measures that will help in improving customer satisfaction. Such measures to be adopted should be effective enough that will help sow customer loyalty especially during this pandemic.
In such thought, one absolute measure guaranteed to drive your company’s satisfaction is by boosting customer loyalty through an improved and reliable query channel for your customers. You can make this happen by establishing a personalized call center-type of query channel to instantly cater to all the concerns and queries allowing a seamless engagement and consistent support for your customers.
Such an idea can be made into motion either by hiring your own staff or by simply outsourcing virtual assistant services. Although, with the restrictions and risks these days due to the COVID pandemic, the cost-effective and practical choice is definitely through outsourcing services.
Will Outsourcing Virtual Assistant Services Improve A Company’s Customer Service?
In these uncertain times where cutting costs has been a necessity, business organizations are encouraged to do away with traditional business strategies and instead explore alternative ones especially if you are trying to improve your customer satisfaction rating and want to invest in increasing loyalty among your customers.
Sure, you can always maintain a team of call center agents that will take on the roles of pacifying and being your customer’s support pillars, but said hiring process is unwise due to COVID risks and restrictions as well as the huge cost that comes with hiring them traditionally.
It is in such instances where outsourcing processes become a ray of sunshine to companies especially those that need to shape-up their customer service.If indeed you remain true of your goal in improving your customer satisfaction rating, outsourcing virtual assistant services is one way to do it.
By outsourcing a virtual assistant, taking calls and returning them are not the only tasks you can expect to be handled tastefully. Seeing that most virtual assistants have creative backgrounds, you can definitely utilize it to your advantage to achieve your business goals.
By acquiring virtual assistant services, you can improve your customer email responses, create a more creative product or service-related survey, and even update Frequently Asked Questions (FAQs) to ease customer anxiety.
These virtual assistants are more than just taking calls rather they actually solve customer dilemmas regarding the company’s product or services to avoid escalation from the customer’s end through negative feedback.
They even go as far as giving suggestions to customers regarding other related products or services they might want to venture into. In doing so, you upgrade your customer interaction to make it a more responsive one.
Moreover, you also get to remain true with your promise of 24/7 customer assistance especially if you hire virtual assistants from different parts of the globe. With such a smart move, you get to cater to your customers even during the holidays without having to worry about incurring utility costs.
Are Call Center Agents Similar With Virtual Assistants?
Seeing that there is a fine line that separates call center agents from virtual assistants, it is understandable why these two job positions are pitted against each other and a clear clarification between the two is demanded.
To illustrate here are the most common distinctions between the said two job positions:
Client and Customer Relations
A call center agent mainly concerns himself to professionally respond to customer inquiries and complaints. Providing customers with the required information and avoiding escalation of issues regarding the company’s products or services on the end of the customer is their only concern.
A virtual assistant on the other hand can provide you the same services but for a broader spectrum. Aside from handling customer’s complaints and inquiries they can also set sales appointments in case the customer would want to venture into other products and services offered by the company.
Skills and Capability
The primary reason why most corporate managers acquire virtual assistant services instead of merely hiring call center agents to address customer complaints and inquiries is the wider spectrum of skills and capabilities these virtual assistants possess.
Not to undermine problem solving and negotiation skills associated with most call center agents but that most virtual assistants have creative backgrounds which is a better bargain for companies especially if you want other things to get done with.
Although not all virtual assistants have uniform skills and capabilities, outsourcing these talented individuals proves to be a better bargain as you also get to assign them with other crucial tasks particularly those that involve administrative and marketing departments of a company.
By acquiring virtual assistant services, you get a bigger chance of hiring talented individuals with graphic design, content writing, or even those with capabilities regarding documentation, database management, and budgeting.
Possible Career Advancement
Career growth for both call center agents and virtual assistants are fast-paced. Both jobs offer secure senior-level positions as long as you play the part and produce stellar results for the company.
However, if you want growth in the industry you are in, most people prefer being a virtual assistant as they have more chances in venturing other areas of the industry instead of the monotony offered by being a call center agent.
All in all, both jobs help in leveraging the customer service of a company. The only thing that matters is how these jobs will be utilized by the company to increase its customer satisfaction that will result in increasing customer loyalty to its products and services.
Final Take: Can Virtual Assistants Improve Customer Service?
A resounding yes!
Outsourcing virtual assistant services proves to truly help in improving your customer service. It is also a better alternative than having in-house call center agents allowing you to save on costs so that you can use the money saved to your other business ventures.
Seeing also that skill diversity is a common trait among virtual assistants, acquiring virtual assistant services is definitely the better option as you get to maximize their talents to further the growth of your company.
Moreover, with the COVID pandemic still far away from being finished, acquiring such services is the sensible option without endangering lives and violating restrictions.
Accordingly, acquiring the best and the most talented virtual assistants is no piece of cake. You must be meticulous enough to pick those VAs that have skills and capabilities aligning to the tasks that you want to be done, especially those that deal in improving your company’s customer satisfaction rating.
If you are planning on trying out the alternative option of outsourcing virtual assistant services yet apprehensive of the whole process, you can always get help and information from a reliable and premier company in the industry, [cn] to help you with it!
With our staffing and leasing solutions, we guarantee that we can provide you with a competitive staff that will take on improving your customer service and effectively raising your customer satisfaction rating. Our excellently skilled and talented staff will also efficiently help you out with some of your back office tasks. What are you waiting for? Call us and request a quote of our staffing and leasing solutions today!