Outsource Review Management and Customer Feedback on BigCommerce to a VA: A Step-by-Step Guide
Outsourcing review management and customer feedback on BigCommerce is one of the highest-leverage decisions a store owner can make. When done right, it frees your time, improves execution quality, and accelerates growth. This guide walks you through exactly how to outsource this function effectively.
Step 1: Define What You're Outsourcing
Before hiring a VA, get specific about scope. For review management and customer feedback on BigCommerce, this means documenting:
- Current state: What's being done today (even if inconsistently)
- Desired outcomes: What "good" looks like in measurable terms
- Access requirements: Which BigCommerce admin roles and third-party tool accounts the VA will need
- Time commitment: Estimated hours per week for this function
Being specific upfront prevents scope creep and ensures you hire the right level of VA.
Step 2: Create a Job Description
A strong job description attracts qualified candidates. Include:
Must-have skills:
- Proven experience with BigCommerce admin
- Familiarity with review management and customer feedback best practices
- Strong written communication for reporting
- Proficiency with relevant tools (specify which ones you use)
Nice-to-have:
- Experience with your industry/niche
- Knowledge of BigCommerce's app ecosystem
- Data analysis skills
Deliverables:
- Be explicit about weekly and monthly outputs expected
Step 3: Source and Screen Candidates
Top places to find BigCommerce VAs:
- Virtual Assistant VA — Managed service with pre-vetted, trained VAs
- OnlineJobs.ph — Large pool of Filipino VAs with e-commerce experience
- Upwork — Freelancer marketplace with verifiable work history
- FreeUp — Pre-vetted freelancers with top 1% acceptance rate
Screening questions to ask:
- "Walk me through how you've managed review management and customer feedback for a previous client."
- "What BigCommerce apps do you recommend for this function?"
- "How do you track and report on your work?"
- "What's your process when you encounter an unexpected issue?"
Step 4: Set Up Systems Before Day One
Don't wait until your VA starts to build your infrastructure. Prepare:
- Access: Grant appropriate BigCommerce staff account permissions
- Documentation: Share any existing SOPs, brand guidelines, and login credentials
- Communication: Set up Slack, assign a project in Asana or Trello
- Reporting template: Create a simple weekly update format
Step 5: Run a Paid Test Project
Before committing to ongoing work, assign a small, well-defined test task related to review management and customer feedback. This lets you evaluate:
- Technical competence
- Communication style
- Attention to detail
- Initiative and problem-solving
Pay fairly for the test — it's an investment in finding the right long-term partner.
Step 6: Onboard Properly
A structured onboarding reduces errors and accelerates productivity:
| Day | Activity |
|---|---|
| Day 1 | Access setup, tool walkthroughs, intro meeting |
| Day 2-3 | VA shadows your current process or reviews documentation |
| Day 4-5 | VA completes first small task with your review |
| Week 2 | Full ownership with daily check-ins |
| Month 1 end | Performance review and SOP refinement |
Step 7: Establish Review Cadences
Regular check-ins prevent small issues from becoming big problems:
- Daily: Brief async update via Slack (5 minutes)
- Weekly: Metrics review and priority alignment (15-30 minutes)
- Monthly: Performance review and strategy discussion (1 hour)
Common Outsourcing Mistakes to Avoid
- Skipping documentation: Your VA can't follow processes that don't exist
- Micromanaging: Trust the process you've set up
- Unclear success metrics: Define KPIs before work begins
- Slow feedback loops: Respond to VA questions within 24 hours during onboarding
Ready to Hire?
Outsourcing review management and customer feedback on BigCommerce works when you have clear expectations and the right partner. Ready to hire a virtual assistant? Virtual Assistant VA connects you with trained VAs who specialize in BigCommerce e-commerce management — so you can hand off the work and get back to growing your business.