For e-commerce businesses, it's tough starting out. Growing your team while delivering great customer support and meeting demands are some of the biggest challenges. Mihran Berejikian, the President of Belami, Inc., shares his experience on how his business is excelling during COVID.
He hired virtual assistants to meet his companies and customer needs and it's helped his business thrive while keeping overhead down.
What is a Virtual Assistant? (VA) A VA is just like any other person you would hire but they are 100% remote employees working from their own home on your business!
Here is what Mihran had to say about how he did it:
TELL A LITTLE BIT ABOUT HOW A MYOUTDESK VA FUELED YOUR E-COMMERCE COMPANY WITH TALENT?
"It’s done in a couple of ways. First, we were able to meet the unprecedented demand surge that we had due to the pandemic—which has been terrible for the country and the world—but has definitely been good for e-commerce home retailers.
The demand surge created an environment where we needed to bring a lot of bodies in immediately and MyOutDesk provided that.
We have great people who ramped incredibly quickly, actually, one of the great benefits that we didn’t expect to occur is—not only did they ramped up quickly…"
"Virtual assistants were able to the job that the local people were able to do … AND they actually raised the bar!"
Because on average, at least for the jobs that we were hiring, they were more mature, more experienced, more grateful, and more committed to what they do. We can now expect to get the same from our other employees, and its given us a really good benchmark as to what we should be expecting from other employees.
So now we’re able to meet the day-to-day demand for what we hired them for and it gave us a great big benchmark to compare to and it raised the bar across the board.
WHAT POSITIONS DO YOU THINK ARE APPROPRIATE FOR AN E-COMMERCE COMPANY TO HIRE IN THE VIRTUAL ASSISTANT WORLD?
For us, its entry-level accounting, accounts receivable, accounts payable, some amount of reconciliation work that is repetitive but still requires some level of accounting skills
On the customer service side is chat management. So virtual assistants are answering chats from customers, fielding basic questions about availability, order status, as they mature we think we’ll actually be able to let them ask product-related questions.
And then, Virtual Assistants are also doing order management.
We live in a dropship world, so order management for us means we get the order from the customer, we transfer it to the manufacturer, and we have to work with the manufacture to make sure that they’re shipping it on time, and they’re notifying us
So there’s a whole a host of activities that occurs all the way across the funnel from when a customer places and order to when it arrives. For the percentage of times when it arrives and there’s issues, there’s a whole other set of workflows that needs to occur to solve those issues.
Here’s how e-commerce virtual assistants support e-commerce merchants:
- Listing Coordination & Documentation: product and inventory support, reports, and billing
- CRM Management: Updating records, verification, claim submissions, billing and much more.
- Email & Phone Answering: Answering administrative phone calls, customer support, answering emails, managing your calendar.
- Research & Administrative Support: Any type of research on the web, maintain spreadsheets & any other information or secretarial tasks, coordinating with other staff or getting any other work done or organized at your workplace.
- Marketing Management: Coordinating your social media pages with updates, CPC & PPC coordination, news or article sharing, setting-up email campaigns, creating marketing materials (flyers, brochures etc).
How can your business benefit from a bigger staff? Please free to comment or DM us if you have any questions. We have a ton of blogs and resources for E-Commerce businesses!