Many companies in the past have outsourced their customer service positions to people in India or even the Philippines. This is purely for greater cost-effectiveness for the business. The labor is cheaper − however, is it worth hiring a virtual customer service assistant based in India if you are a native speaker of English? More so, what is the difference between cost of hiring a virtual customer service assistant based in India or in a native English-speaking country? In this article, we unpack the difference and decide whether it is worth paying somewhat more for a better quality virtual assistant. But firstly, what is customer service, and why is it so vital for business success?
Simply put, customer service is the support you provide to your clients. This can be support offered prior to or after the client has made the purchase. The customer service, if correctly provided, makes the buying experience superior. The goal is always to retain the client, who then becomes a regular, and who will promote your brand. Others in the client’s circle will be influenced towards your brand. It is certainly more cost effective to retain a client than to source another. In fact, it will cost a business five times more to gain a new client than to retain one.
Why is customer service good for business?
Competition is difficult for many companies. Bad customer service will not benefit any business. Moreover, if the business increases their customer retention by 5% the company profits can increase by 25% to 95%. Additionally, it is 60% to 70% easier to sell to an existing client. By contrast, to sell to a new client the success rate is around 5% to 20%. Therefore, besides the financial benefits, customer service also assists a company to compete effectively. Clients do not buy only on price or quality of the product More so, for clients, the entire shopping experience is evaluated.
Moving beyond simply offering a great experience
It is known that around 89% of businesses will need to compete based on customer experience. However, successful businesses have moved beyond merely offering a good purchase experience. Businesses that not only address immediate problems but who predict possible problems, seeking solutions, are all the stronger for their preparation. These companies go above and beyond the immediate. The result is that these companies can upsell more easily, staying ahead of the competition.
Using a virtual assistant to offer great service
Many companies have realized that they can onboard staff using an outsourcing staffing model, thereby saving on business expenses. A virtual assistant for customer service is therefore an excellent solution. Virtual assistants are people who can be based anywhere in the world, working remotely. Initially, the trend was to hire from countries such as India and the Philippines. However, English-speaking clients’ demands have escalated: clients in countries such as America, the United Kingdom, New Zealand, or Australia, seek native English-speaking assistance.
Why is a native English speaker in such demand?
Native English speakers are able to speak English clearly and with confidence, using good pronunciation. Besides able to converse coherently in the language, they engage more readily with the client. With customer service, the key focus is engagement. Also, a cultural difference is noticeable in non-native English speakers. This can inhibit good communication. Clients based in English-speaking countries have become impatient with customer-service assistants who do not immediately pick up cues. With increased competition, these clients simply switch providers or buy from the competition, where they are assisted by someone of their own cultural and language group. Therefore, there is an increasing demand for native English-speaking assistants.
How to find virtual assistants for customer service?
When you are ready to take the step of onboarding a virtual assistant, in particular a virtual customer-service assistant, some good advice is to seek an expert in the field. Aristo Sourcing has, since 2014, been successfully filling customer-service positions for businesses. To hire a virtual assistant for customer service it is best to speak to our outsourcing experts. You will then define your unique requirements for your business. The team will immediately source native English-speaking candidates for your team.
Other ways to boost your customer service
Besides hiring a native English-speaking virtual assistant for your customer service, there are other measures you can take. For instance, the team should be working as a team. Proper communication among the team is essential. More complex and technical queries are best directed to your technical department. However, a team member should listen to and share the client’s feedback. Listening is a critical communication skill. With active listening comes empathy and a better understanding of the client’s real concerns. When the client provides positive feedback – share it! It will be fantastic for your marketing. You also need to be sincere, friendly, and honest. Additionally, give your team members proper ongoing training on your products to boost their product knowledge. You should identify ways of enhancing processes to make the customer-service experience more pleasant.
To round up
Customer service, especially offering excellent customer service to clients, is key to a business. It can boost profits, maintain clients, and save the company money on marketing. As markets are becoming more used to internet shopping and services offered from abroad, the demand is for great talent from native English-speaking countries. This is especially true for customer services. The effect is that businesses sourcing virtual assistants for customer service, are seeking native English speakers instead of anyone who calls India or the Philippines home. The cost of a native English-speaking virtual customer service assistant may be slightly higher; however, taking the client’s demands into consideration overrides the costs.
It’s time to contact Aristo Sourcing
Ready to hire a virtual assistant? Looking for an excellent virtual customer-service assistant? It’s time to book a complimentary call with our outsourcing expert. We will advise you and start the process. Aristo Sourcing will support you through your journey as you scale up your business. You can also read more about how the onboarding process works by clicking here.