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Anyone outsourcing their customer service?

by jonb
4 replies
I'd like to avoid spending time each day helping customers with log-in issues, billing questions and the like, so I'm interested in hiring someone to handle that for me.

All my customer service is either ticket-based or by email, and the requests are usually pretty straightforward (e.g. "I can't log in", "how do I change my credit card details?", etc.).

What's holding me back is trust -- for this to happen, I'd have to give someone access to my Wordpress back end and my shopping cart system. So, naturally, I can't just hire anyone.

Anyone know of or is using a trusted service that can help me out at a reasonable price?

Thanks....
#customer #outsourcing #service
  • Profile picture of the author GreenPixel
    Hi Jon -

    I have 40+ contractors working on product development; 3 full time dedicated to customer support. We use Freshdesk.com which is free for 3 agents and is the easiest helpdesk software to set up that I've found (I used to use OSTicket on my own server).

    Anyway - we've had the same security type concerns; we have hundreds of orders each day. We solved it like this:

    1. Open a gmail account that you have total control over; link it to your cell.
    2. Start sending ALL transaction based emails to that email address (notifications of sales, receipts, refunds, etc.). We use gmail because the search within that email is so great.
    3. Hire someone & only give them access to the email account NOT your back end (yet).
    4. Leave yourself in charge of anything requiring direct access to your $$ for at least a month until you have a relationship with folks you are working for.

    If you want to talk about using our VA's for you customer support, just PM me. We have a division of the company called VA Team where you can outsource your customer support to our already trained staff.

    Thanks,
    Todd
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    • Profile picture of the author jonb
      Thanks Todd -- good advice. I'll drop you a PM to find out more about your VA services.
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  • Profile picture of the author sauravgd
    Hi there,

    We’re just letting you know that Genie Desk is now open to retail customers, both individuals and small business.

    Genie Desk provides personal assistants and outsourced staffing solutions with a focus on flexibility and quality from $0.15 per minute before tax. In short, we do the things you don’t have time to do whether it’s for you, your family or your business.

    • Try us for free – cancel within 3 days and you have not paid a cent.
    • Always available – we never close, not even on Christmas.
    • Customer Centric Billing – time charged minute-by-minute, only pay for what you use without minimum charges.
    • No lock in contracts – upgrade, reduce or cancel at any time.
    • Existing customers use us for free – spread the word and we’ll top up your account.

    We’re transparent, reliable and accountable.
    Visit Genie Desk | Your Virtual Personal Assistant – Affordable Outsourcing for Business and Individuals | Your Virtual Assistant or get in touch on support@geniedesk.com
    Thanks.
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  • Profile picture of the author Adie
    All my customer service is either ticket-based or by email, and the requests are usually pretty straightforward (e.g. "I can't log in", "how do I change my credit card details?", etc.).
    Hi Jon,
    I can definitely help you with this problem. I'll drop you a PM.
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