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Scaling your company
 

Hope all is well guys.
I am trying to scale my business and very importantly, Automate the business as well- i currently have the following models:
-Shipping Overseas
-Direct to Consumer
-Direct to Businesses

I have roughly 5-6 stores, I have hired a trustworthy (through family friends) a VA. They will be processing all the Customer Service Inquiries. How do I automate this part of the business?

So far this is what I have come up with:
The VA will log in twice daily, and go through each store to answer all customer inquiries(I have created a template), once in the morning and once in the evening. I have to be present to give the VA access via Teamviewer to log onto the company desktop and navigate the portals (including stealth, switching I.P.s of course) and answering questions.

I have the Shipping Automated already and the listings automated. But I am struggling for now with the customer services aspect.

Any advice or anyone who has already mastered this, I would greatly appreciate it.
ALSO- Is there a way the VA can answer the customer inquiries WITHOUT logging into each of our eBay stores??


Regards

Re: Scaling your company
 

Do you have an automated reply set up so when a customer emails you it creates a ticket or confirms you received the email? I find its helpful to acknowledge receipt of the email and let them know when they can expect a reply. Just a thought.

I have my CSR's working in our office at a desk close to mine so that when they have questions or need authorizations they can get to me quickly. Never had much luck with remote CSRs. I find that the more personal and "casual?" the messages seem, the more the buyer is going to feel comfortable. By casual I don't mean unprofessional, just not a standard corporate type of CSR. Something where you show you're small enough to care about each and every customer.

Re: Scaling your company
 

Well it's super important that that VA uses something like a residential IP or fresh dedicated VPN that you use on your computer for your accounts.

If a "random" person logs in to your account, eBay / PP will shut the account down.

Re: Scaling your company
 

I would avoid Teamviewer and any remote access to the account. eBay has been scanning such ports in the last few months and I think they will start banning such accounts in the future.