Should You Let Go Your Entire Customer Service Team?

What will you do when robots take your job?

Put it simply, you let the robots do their job and let your human team go.

Strong customer service is the backbone of every business — especially if your online store is small. Big enterprises can afford to lose a few dozens of customers due to the slow response speed or poor service while for small and medium-size stores every unaddressed issue costs a fortune.

You might feel like a multitasking superhero and try to handle everything yourself but most likely it will only bring you to a deadlock.

So let’s just agree that customer service matters.

What it Takes to Hire a Customer Service Team

Now, what it takes and how much does it cost to get professional customer service help?

In-house Customer Service

Let’s say your US-based shop has about 50,000 monthly visitors and you’re planning on maintaining or scaling up a little. In order to keep the service on a high level, you’ll need at least two customer service reps with an average annual salary of $33,000. Add up the taxes, bonuses, and other expenses, and you’ll end up with approximately $78,000 per year.

Since your team consists of real people, they will take breaks, paid leaves, holidays, procrastinate, and won’t be able to work 24/7 unless you hire a few more agents to do the graveyard hours.

And then the worst part. All your investments and training might eventually come to nothing if your team member decides to quit. Keep in mind that staff turnover in the customer service field is higher than in many other industries, approximately 30% to 45%.

Outsourcing a Call Center

First off, American call centers aren’t cheap that’s why everyone is trying to go international. For reference, an hourly rate for outsourcing a call center in the US varies from $20 to $30, while in India it costs at most $10. One would think that it makes perfect sense to hire internationally, optimize the expenses, and improve revenue. However, the cost-effectiveness of such an affair is questionable and many etailers quickly reject the idea due to low performance.

Worst-case scenario, the call center agents won’t understand the product correctly and crumb the deal.

All things considered, outsourcing a call center is not the greatest solution: it’s still expensive, you’re not in control, and for the small-sized businesses it can be counter-productive.

Is There an Alternative?

Once you take a long look at your options searching for help in unexpected places won’t seem so farfetched anymore. Especially, if it means advancing your approach with a dedicated technology.

VA Knows Everything About Your Product

VA has impeccable product knowledge and makes no mistakes. It can evaluate whether a customer needs help, consult them, and even suggest an alternative if the product they are looking for is out of stock. Or ask for an email and notify them when it’s available again.

VA Collects Data and Uses it to Help Customers

It automatically collects customer’s data, analyzes their behavior, predicts slips, and gently pushes a customer towards a purchase. Besides, it won’t just try to push a customer into buying for the sake of selling. Based on the customer data it gathered, VA will recommend the best-fitting product.

VA is Fast and Selective

When it comes to customer service, fast response time is a crucial factor. Virtual Assistant uses smart chat prioritization and serves those people who need more attention first. For example, new customers or those in the process of making a purchase should always be taken care of on a first-priority basis.

VA is Likable

If you’re worried that these conversations will lack a personal touch and sound robotic, that’s not the case. VA sounds natural and human-like, it is capable of making small talk and entertaining your customers too. For instance, it can play a game with your customers and award the winners with discounts.

Final Words

It’s only a matter of time before AI-powered solutions become an integral part of etailers’ daily routine. Thanks to the self-learning ability, the VA technology is constantly advancing itself and there’s no doubt that in the near future the need for a dedicated customer service team will be removed.



CEO & Founder of

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