Customer service is a core element of any business. A successful company must know how to provide customers with support, guidance, and assistance with technical issues. Thankfully, these days, you can get the best customer service assistant for your company through many different methods. You can hire one yourself or outsource to a third company.
Wing, for example, can provide you with business assistants who will optimize your workflow for an affordable price. With the right customer service assistant, you can maintain a high level of customer satisfaction and ensure customer success.
It’s not enough to have a high quality product or service. It’s not enough to do your research and understand the market, or have a great marketing plan and launch campaign in place. If you can’t find quick solutions to tricky customer issues, you could lose business to your competitors.
Here’s why customer success is still a must
In the current market, a customer service assistant is essential for any company to thrive. A strong support team is essential for all businesses, especially when it comes to customer service. Your customers want their problems solved quickly and efficiently. If you can’t do so in a timely manner, they will look elsewhere for their services. According to 99Firms, churn rates have increased by 30% for SaaS companies in the last year.
Customer success may be the key to this. It prevents the rise in churn through such efforts as customer engagement. According to studies, fully engaged customers can make up to a 23% premium in profitability, wallet share, and revenue compared to a regular customer.
This means that businesses need to know how to effectively manage any customer enquiries and issues that come their way. Retaining customers is more beneficial in the long run than trying to find new ones. Research by Frederic Reichheld suggests that improving customer retention by 5% can up your company’s profitability by anywhere between 25% to 95%.
That’s quite a lot of added revenue! Having a solid support team on hand can prevent churn and maintain customer retention, and there’s no better way to get started with that than to hire a customer service assistant.
Familiar with what a customer service assistant does?
So, we know how customer service assistants can aid the growth of your business. Now, let’s take a look at the specific tasks that they do.
Customer service assistants are there to answer any queries and problems that arise. whether it relates to completing sales and orders, giving follow-ups, managing client data and subscriptions, and more. They can also help with things like creating new content, monitoring social media channels, and maintaining your website.
This allows customers to know more about what you offer, optimizing your sales. They should also be able to provide regular updates on new products or changes in your business. Doing this enables customers to stay informed with what’s happening in your company.
Signs you need a customer service assistant now
We’ve talked about how customer success is essential for a business to thrive. We’ve also discussed some of the brief descriptors of a customer service assistant. How do you know if your company needs a dedicated customer service assistant? Well, let’s take a look at some of the specific signs.
Get customer support if you have a stagnant base
There could be several reasons why your customer base hasn’t grown for a while. First, it could be because your customers are no longer interested in your product or service. It could also mean you don’t have new people signing up. This can be because of lack of content updates, product changes, or other reasons.
People refer products they like to their close friends and family. If your customer base hasn’t been experiencing any positive changes, it may mean that your customers don’t feel incentivized to “spread the word”, so to speak.
This can result in the company losing its customers to your competitors with a better customer service strategy. A strategy that maximizes the use of customer service assistants can help your company stay competitive in the market. You can do this, for example, by implementing email marketing campaigns to periodically check up on your existing customers.
Overall, customer service assistants can help prevent stagnancy in your customer base. They achieve this through consistent customer engagement. For example, they can be in charge of holding giveaways, encouraging customers to introduce your products and business to their loved ones.
Get a customer service assistant if you have few repeat customers
If you don’t have a subscription-based business, you’d likely need people to keep buying from you. Repeat customers are a great way to boost sales. They have high potential for growth, and they have a strong emotional connection with your business. However, you need to keep them coming back over and over again if you want to see continued success.
Lackluster customer service can be a major turnoff for customers. This applies even to companies with strong marketing or sales efforts. This leads to fewer repeat customers, which means your company will lose money and not grow.
In fact, according to GrooveHQ, a business is 60 to 70% likely to upsell to an existing customer. This is a far bigger number than the 5% to 20% possibility of selling to new ones. In other words, it’s easier to sell your products to a customer who’s already familiar with your business.
If you don’t have a lot of repeat customers, it means that you’re not giving them enough care. A customer service assistant can be used to keep your repeat customers coming back for more. They can help you to follow up with your existing customers on their experience and gather important feedback.
Knowing what customers want allows you to understand their needs better. This understanding, in turn, lets you improve your products and services and make them more attractive for new customers. With enough feedback, you can increase customer retention and boost your revenue.
Customer support is a must if you’re keeping subscribers or regulars waiting
If your customers wait too long for customer service assistance, it can lead to dissatisfaction. Customers want prompt support–they’ll appreciate it if you handle their concerns right away. If you can’t keep your customers happy in this way, they will eventually move on to another company that can provide them with better services.
Perhaps you’re not able to keep your customers happy due to a lack of resources? If so, you can’t blame yourself for not being able to keep up with the demands of your company. Instead, we recommend that you take a look at your processes. Ask yourself if there’s anything you can do to make them better. Maybe you can hire a customer service assistant that can handle some of your customer support.
It’s important for customers to feel properly taken care of, especially when they’re faced with a problem. Customers want to know that you care about their experience.
A customer service assistant will help you set up customer management and support processes. They will also assist in tracking your customer service, noting how long it takes to respond to queries and providing advice on ways to improve.
Time to get a customer service assistant if you don’t know what buyers want
Another possibility is that you don’t know what your customers want. You could make a quick buck by selling their products to as many people as possible. However, it’s an ultimately unsustainable business practice. If you don’t have a clear understanding of what they want, you won’t be able to meet their needs.
Customer service assistants can help your company understand your customers better. They will scour customer reviews and feedback to get an idea of how your customers feel about your products or services. They’ll also research your market and your competitors. By using the data they collate, you can improve your products and services to meet customer needs and desires.
Customer service assistants can also set up surveys for customers and collate the responses. This is one of the most straightforward ways of finding out what your customers want from you.
Get more customer service representatives if you have limited support hours
Customers want to be able to contact customer service whenever they need to. They may need support for technical issues, or they may just want to ask a question about your product. If you don’t have enough resources to deal with this kind of support, your customers will find it difficult to gain information from you.
If you don’t have enough support hours, you’ll end up losing customers who can’t reach you during these times. They’ll turn to your competitors who they find more accessible. This will lead to the company losing money, as well as damaging your reputation in the market.
Hiring an additional customer service assistant can help solve this problem by providing additional support hours for your customers. This way, they will be on-call 24/7, ready to respond to enquiries on odd hours.
Hire more customer support if you have a slow or poor onboarding process
It’s important for your customers to be able to easily get up and running with your product or service. This is why you need to have a smooth onboarding process. This will also help prevent churn by preventing your customers from moving on to another company.
An onboarding process consists of several steps. Setting up their email, installing an app, setting up their profile and creating a profile picture, and connecting to your business are just some possible ones.
An onboarding process is particularly vital for businesses offering service-oriented products, such as SaaS companies. Such a company relies on having their services easy to use even for the least tech-savvy customer. Without efficient onboarding, customers can run into technical issues that could affect their experience of your services.
This is where customer service assistants come in handy. They can help with setting up quick solutions on behalf of your customers. They’ll also keep track of any problems that arise during the setup process. An assistant also answers questions or queries customers have during this time and make sure everything goes smoothly for them.
Time to hire customer support if your onboarding has repetitive steps or messaging
In a similar vein, some companies have bad onboarding processes. For example, your onboarding guide might repeatedly mention the same steps, or your setup guide might be long and difficult to follow.
If you do this, it can start to seem like a chore for your customers, and they will lose interest. They might also think that your company is unpolished. Or worse, that you don’t put a lot of care into your products.
Your customer service assistant can help avoid this by making each step as easy as possible to follow and understand. They help with the basic messaging of your company and quickly introduce the features of your product or service. With a customer service assistant, you’re sure that new customers will have everything they need to get started.
They can also make sure that your guide is concise so it doesn’t take up too much of your customer’s time. Creating a good onboarding flow ensures that new customers can easily understand what you offer. Less time spent on the onboarding process means more time for your customers to actually use your products.
Don’t ignore the signs; get a customer service assistant today!
It’s clear that a customer service assistant is a crucial element of any business. Without them, your company will lose customers and not be able to grow. It’s important to start taking steps now to ensure that you have a strong customer service and support team. Once you have it in place, you’ll maximize customer retention and business growth.
For top-quality customer support, you can’t go wrong with Wing. We have vetted, trained, and managed customer service assistants, ready to help businesses from a range of industries. Get in touch with us today and hire a remote customer service assistant for your business!
Alexander Lim is the founder and CEO of Cudy Technologies, a platform aiming to deliver high-quality educational content to students around the world. He is also a freelance writer specializing in tech, startups and marketing. He’s passionate about learning, digital marketing, and the SaaS space, and he likes writing about how startups can market their products and content effectively online.