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How A Virtual Assistant Can Help Increase Customer Retention In Your Business


Barnaby Lashbrooke

Founder and CEO of Time etc, author of The Hard Work Myth

10 minute read

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Calling hotlines and getting no answer, taking too long to follow up, waiting for days to get a response—sound familiar? These frustrating experiences are enough to drive anyone away from a business.

And for its owner? Decreased customer satisfaction, dwindling loyalty, and a significant dent in your bottom line due to fewer sales. But what if there was a solution that could transform the way you engage with your customers, ensuring their needs are promptly met and their concerns are addressed with care?

Enter the virtual assistant (VA)—a game-changer in the realm of customer retention.

Why is customer retention important in business?

While retaining customers has many benefits, here are the most notable ones.

It keeps business costs low

Bringing in new faces through the door comes with a hidden cost. Studies have shown that acquiring a new customer can cost anywhere between 5-25% more than keeping an existing one.

Think about it for a second. When attracting new customers, you need to invest in marketing campaigns, advertisements, and all sorts of shiny tactics to get their attention and attract fresh leads. And even then, there's no guarantee they'll choose you over your competitors.

It's like trying to win a game of chance, except you're betting with your hard-earned cash. So, naturally, it makes financial sense to keep customers happy and coming back for more.

It brings more money into your business

Increasing customer retention rates, even by a small margin, can lead to substantial financial gains. Research suggests that a mere 5% increase in customer retention can result in a revenue boost of between 25-95%.

Henry Ford knew about the power of excellent customer service for business growth. He once said, “A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.” There are several reasons for this.

One is that it’s much easier to sell to customers who already know and love your brand than to those just starting their journey with your business. One report shows that when you release a new product, your existing customers are 50% more likely to try it and even spend 31% more on average compared to new customers. And it’s not hard to see why.

Existing customers have already built a relationship with your company, trust your brand, and are more open to exploring what else you have to offer. So, by nurturing those existing relationships, you can tap into a goldmine of upselling and cross-selling opportunities.

Another reason why customer retention brings in more money is that your existing customers can be powerful brand ambassadors. Have you ever tried a new restaurant or bought a product solely because a friend raved about it? Your existing customers are no different.

If they love your brand, they become your unofficial marketing team, spreading the word to their friends, family, and colleagues. And here's a mind-blowing stat to back it up: a whopping 88% of consumers trust recommendations from people they know.

So, when your existing customers endorse your brand, their words carry tremendous weight. That’s enough reason to focus more on customer retention.

How to increase customer retention with a virtual assistant

So by now, you're probably wondering just how a virtual assistant can help. But before we get into that, let's quickly run through what a virtual assistant actually is.

A virtual assistant, or VA, is an independent professional that handles the less urgent, often repetitive, but still necessary tasks that fill your day.

Virtual assistants are usually self-employed and work as individual contractors either directly with their own clients or by teaming up with agencies, from a remote location.

And you don't just save time with a virtual assistant, but money, too. Due to the independent, remote nature of their work, most small business owners find hiring virtual assistants to be a much more cost-effective option than hiring full-time, in-house employees.


And the savings usually don't just end there with virtual assistants. Unlike in-house, full-time staff, you don’t have to worry about any costs associated with recruitment, health insurance, vacation days, office space and equipment, or any other employee benefits or resources. The money you save can be reinvested into other areas of your business. Just think of what could be possible with the help of that extra budget...

Let's dive into how a virtual assistant can help you improve customer service and increase customer loyalty.

Providing excellent customer support

A virtual assistant will be your reliable ally in providing excellent customer support services directly to your clients. They can closely monitor your customer service inbox, ensuring no query goes unanswered or unnoticed.

A virtual assistant can also respond to customer inquiries, address their concerns, and provide valuable assistance. Having a virtual assistant dedicated to helping manage your customer service channels can significantly reduce response times, making your customers feel valued and heard.

Following up with clients

When you hire a customer support virtual assistant, you're not just getting someone to answer queries and tackle customer complaints. You're also gaining a valuable extra pair of hands to follow up with clients. You know what they say: The fortune is in the follow-up.

They can reach out to customers after their initial purchase, express gratitude for their business, and check if they need any further assistance. By having a real person follow up with clients, you're keeping the conversation going. This personal touch shows that you value their patronage and keeps your brand fresh in their minds.

But it doesn't stop there. A virtual assistant can continue nurturing the relationship with periodic follow-ups, sharing relevant updates, special offers, or even just checking in to see how things are going. These consistent touchpoints create a sense of care and engagement that can forge a strong connection between them and your brand.

Listening to your customers

Customer retention goes beyond just solving their problems—it's also about actively listening to them. And one way to show your customers that you’re listening or that their voices matter is by gathering their feedback.

However, collecting and analyzing customer feedback can be time-consuming. That's where an experienced virtual assistant can step in to save the day. They can handle the entire process, from creating surveys that capture the right information, to sending them to your customer base, to collecting and presenting their responses for you to review.

These insights will allow you to make data-driven decisions that align with your customers’ needs and preferences, ultimately boosting customer satisfaction and retention.


Offering incentives and rewards

We all love feeling appreciated, right? Well, your loyal customers are no exception. They love it when you recognize them for their continued support.

According to a recent report, 75% of consumers are likely to make a subsequent purchase if they receive an incentive. With such a statistic, you'd want to give your customers only the best incentives and rewards to encourage them to come back to you instead of your competitors.

Fortunately, it’s easy to take your customer appreciation game to the next level when working with a virtual assistant. They can work behind the scenes to source rewards that will make loyal customers feel extra special.

A virtual assistant can research and identify options that will leave a lasting impression, showing your customers that you value their loyalty. The rewards and incentives could include exclusive discounts, personalized offers, or even surprise gifts.

But it doesn't stop there. Your virtual assistant can also help you create and offer free content resources that provide extra value for your existing customers.

Imagine giving them a short e-book or informative guide packed with tips and tricks related to your industry. Or maybe some engaging video tutorials that help them make the most of your products or services.

These resources provide additional insights, tips, and knowledge related to your products or services, empowering your customers and deepening their connection with your brand. The resources also enhance the customer experience and showcase your expertise and commitment to their success. Which customer wouldn’t want to work with such a committed brand?

Using email marketing to keep customers engaged

Emails are like little gems that allow you to stay connected with your customers, building and nurturing relationships before and after they make a purchase. They keep your customers in the loop and provide them with valuable updates.

Whether it's sharing company newsletters, announcing new products or promotions, or sending out personalized offers, emails create a direct line of communication that can work wonders for customer retention. And here's a stat to convince you to pay attention to emails: 60% of consumers prefer email as their favorite channel for receiving business promotions and updates.

An experienced virtual assistant can ensure you leverage this powerful tool to its fullest potential. They can assist you at every stage of the email marketing process.

Your VA can help you craft engaging, attention-grabbing email content that resonates with your audience. From catchy subject lines to compelling calls to action, they'll ensure your emails stand out in crowded inboxes.

Your virtual assistant can also take the more technical aspects of email marketing off your plate. These include managing your subscriber list, segmenting your audience for targeted campaigns, and scheduling email sends for optimal engagement.

They can track your email campaigns' performance and report on open and click-through rates to help you refine your approach and increase customer engagement.

Helping you focus on improving quality

While there are a great many different tasks that virtual assistants can handle, there are some things that should be left firmly in your hands as the head of your business.

For example, virtual assistants won't be able to directly help you with big-picture planning or strategic decision-making. However, they can be instrumental in creating the space and freedom for you to dedicate your time and energy to the most impactful activities that elevate your business in the eyes of your customers.

When you offload time-consuming and repetitive admin tasks to your virtual assistant, you reclaim precious hours in your day. You can direct this newfound time and energy toward activities that directly grow your business. And when you're not constantly stressed and overwhelmed fighting to complete a mountain of low-level tasks each day, your productivity and overall quality of work will skyrocket.

You can focus on generating new ideas for expanding your product line. You can also brainstorm ways to improve processes and efficiency, solve problems, and develop a robust marketing strategy. This focused approach allows you to dive deep, explore creative solutions, and implement changes that enhance the overall quality of your offerings.

And of course, as you improve the quality of your products or services, your customers will take notice. They'll appreciate the attention to detail, the seamless processes, the innovative ideas, and the value you bring to the table. This increased quality translates into higher customer loyalty and more repeat business.


What's the bottom line?

New customers will always be important, but one of the most powerful ways to grow a company is to increase the number of people that return to you for more business. But finding enough time and energy to devote to your customer retention strategies can be much easier said than done, especially when you're juggling a million other responsibilities as a business owner.

Customer support virtual assistants are the perfect ally on your journey to business growth.

If you're ready to take the leap and unlock your business's full potential, Time etc is here for you.

Our service was designed with hardworking and ambitious business owners in mind, and our mission is to help you do more, achieve more, and earn more with an experienced virtual assistant by your side.

We have a vast talent pool of skilled assistants ready to tackle those tedious and time-consuming tasks that are holding you back from growing your business and providing exceptional customer experiences.

So why wait? Speak to our expert team to get started and we’ll set you up with a dedicated professional based on your unique requirements.

Still on the fence? Try us out for free today!

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About the author

Barnaby Lashbrooke is the founder and CEO of Virtual Assistant service Time etc as well as the author of The Hard Work Myth, recently recommended by Sir Richard Branson. Barnaby is a Forbes Columnist on productivity and is also an accomplished entrepreneur, selling more than $35 million worth of services.

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