Case Study: How a Gift Candle E-Commerce Business Scaled with Virtual Assistants

In the competitive world of e-commerce, time is a critical resource. For one of our clients—a successful gift candle e-commerce business generating $2M+ in revenue annually—managing customer service and order fulfillment left little time for growth. The owner wanted to launch a second brand but was bogged down by operational tasks. Here’s how SimpleAssist’s virtual assistant services helped the business owner reclaim their time, grow their existing brand, and prepare to launch a new venture.

The Challenge: Overwhelmed by Day-to-Day Operations

Running a thriving e-commerce business comes with its own set of challenges. For this client, two major pain points were:

1. Customer Service: Responding to inquiries, handling refunds/returns, and addressing customer feedback consumed hours every day.

2. Order Fulfillment: Processing orders, coordinating shipments, and managing the back-end supply chain demanded constant attention.

With so much time dedicated to these operational tasks, the owner struggled to focus on strategic goals, including launching a second brand under the business.

Our Solution: Dedicated Virtual Assistants for E-Commerce

To address these challenges, SimpleAssist provided two full-time virtual assistants tailored to the business’s specific needs:

1. Customer Service Assistant:

   • Responded to customer inquiries via email and chat.

   • Managed refunds, returns, and customer feedback.

   • Ensured customers received timely responses, improving satisfaction and loyalty.

2. Order Fulfillment Assistant:

   • Processed and tracked orders, ensuring timely delivery.

   • Managed back-end supply chain logistics.

   • Worked closely with vendors and couriers to maintain operational efficiency.

This setup allowed the owner to offload time-consuming tasks while maintaining seamless operations.

The Results: Time Savings, Business Growth, and Increased Valuation

After implementing SimpleAssist’s virtual assistant services, the e-commerce business

saw immediate and measurable benefits:

1. Significant Time Savings

With an investment of ~$3K per month, the owner gained back 25+ hours per week to focus on growing the business. This freed up time for:

• Developing the second brand.

• Expanding the product line for the existing brand.

• Building new partnerships and marketing strategies.

2. Increased Business Value

An unexpected yet significant impact was the increase in the company’s valuation. The owner worked with a business broker to evaluate the brand’s saleability. Due to the auto-pilot nature of operations enabled by the virtual assistants, the estimated SDE (Seller’s Discretionary Earnings) multiple increased from 3.2x to 4.1x, adding approximately $540K in valuation for the year.

3. Enhanced Customer Satisfaction

With a dedicated customer service assistant, response times improved significantly, leading to happier customers and fewer complaints. This, in turn, helped boost repeat purchases and positive reviews.

Why Virtual Assistants Are a Game-Changer for E-Commerce Businesses

This case study highlights the power of virtual assistants for e-commerce businesses:

• Customer Service Excellence: A dedicated assistant ensures every customer receives prompt, professional support.

• Streamlined Order Fulfillment: With back-end logistics handled by a VA, operations run smoothly without owner intervention.

• Scalable Support: As the business grew, the owner could focus on scaling rather than being weighed down by day-to-day tasks.

• Cost-Effective: At $9/hour, SimpleAssist’s virtual assistants provided high-quality support at a fraction of the cost of hiring full-time staff.

For this gift candle e-commerce business, SimpleAssist’s virtual assistants were a turning point. By outsourcing customer service and order fulfillment, the owner not only reclaimed valuable time but also significantly increased the business’s operational efficiency and valuation.

Are you an e-commerce business owner looking to scale efficiently? Contact SimpleAssist today to learn how our virtual assistant services can help you save time, improve operations, and grow your business.