Customer Service
Statistics show that customer service is vital for your company to grow. Customers browsing your ecommerce site will have questions about your products, and after purchase might want to return them. Make your company look professional and get close to your clients by letting them talk to someone who speaks their own language fluently.
If your site has live chat you need to make sure that the customer service agents are native speakers of the client’s language.
Also, if your brand uses social media for customer service (and statistics show that you should), your communities need to be managed and moderated by someone who has an intimate knowledge of local practices to avoid misunderstandings.
I provide freelance customer service in English and in French with monthly subscriptions that are adapted to your company’s needs in terms of time and pricing.
Customer Service Pricing Modules
These pricing modules are examples. They are basic prices and can be adapted according to the number of hours you need.
Before starting each module we will spend a day together in your offices to carry out : a site audit (purchase funnel, sales conditions), a client audit (so I can see how many clients you have and where they are from), training for me in your products so I can answer customers’ questions. This « discovery day » is essential so that I can understand your site and your products. I can’t help your clients if I don’t know the products. Currently, and for a short period, this day is free for you.
Start
- I answer all your clients’ e-mails in English and French.
- I guarantee that all emails received between Monday and Saturday will be answered in a maximum of 12 hours and all emails received on Sunday will be answered in a maximum of 24 hours.
- Social media customer service. (available in Go Social module)
- Live chat. (available in Yes We Can module)
- Telephone service. (available in Yes We Can module)
Go Social
Most popular- I answer all your clients’ e-mails in English and French.
- I guarantee that all emails received between Monday and Saturday will be answered in a maximum of 4 hours and all emails received on Sunday will be answered in a maximum of 12 hours.
- Social media customer service.
- Live chat (available in Yes we Can module)
- Telephone service (available in Yes we Can module)
Yes We Can
- I answer all your clients’ e-mails in English and French.
- I guarantee that all emails received between Monday and Saturday will be answered in a maximum of 4 hours and all emails received on Sunday will be answered in a maximum of 12 hours.
- Social media customer service.
- Live chat (from 5 pm to 8 pm) from Monday to Saturday
- Telephone service (from 5 pm to 8 pm) from Monday to Saturday
- I manage and collect local returns to France in a safe warehouse to send grouped returns back to your company (cost of delivery not included).
Startup Customer Service
Are you just starting selling abroad and dont yet have enough clients to employ a full time customer service executive? Take a subscription for a few hours a week by an experienced customer service assistant and make your small company look great.
Marketplace Customer Service
You’d like to work with commerce platforms like Etsy, Amazon, A Little Market to sell your products abroad, but you dont have anyone in your company who speaks good enough English or French? Take a subscription adapted to your needs with VoxNative who will look after your new clients and turn them into loyal customers.
Backup Customer Service
You already have customer service in English or French covered, but you need occasional backup, like during the sales, outside normal office hours or during maternity leave? Take a customer service subscription that will allow you to maintain your high level of customer service even during the « difficult » times.
Customer Service Statistics
- Twitter tells us that “Customer service interactions over Twitter have increased 250% in the last two years”.
- “Answering a social media complaint increases customer advocacy by as much as 25%” – Convince and Convert
In a blog post in ameyo.com on 17th July 2017 Nitish Gautam highlighted the following customer service statistics :
- “Companies lose more than $62 billion due to poor customer service.” – NewVoiceMedia
- “89% of customers get frustrated because they need to repeat their issues to multiple representatives.” – Accenture
- “It takes 12 positive customer experiences to make up for one negative experience.” – Parature
- “91% of customers who had a bad customer experience won’t be willing do business with your company again.” – Glance
- “A customer is 4x more likely to buy from a competitor if the problem is service-related, versus price or product-related.” – Bain & Co.
- “89% of consumers have stopped doing business with a company after experiencing poor customer service.” – RightNow Customer Experience Impact Report
- “95% of consumers talk about poor customer service experiences with other people.” – American Express
- “Customer churn is attributed to the poor quality of customer service.” – Accenture
- “It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.” – White House Office of Consumer Affairs
- “40% of customers begin purchasing from a competitor because of their reputation for great customer service.” – Zendesk