Customer Service Virtual Assistant
Customers judge you by how fast and how well you answer. When support is the owner's job, or everyone's job, response times stretch and the same questions get answered differently each time.
A customer service virtual assistant is one dedicated remote person who owns your support queue: tickets, email, chat and phone in your hours, using your policies and macros, with one consistent voice.
What your VA takes on
- Help desk tickets: first response and resolution by your policies, tagging and escalation.
- Email and chat: fast replies from your macros, edited to the customer.
- Phone support: calls in your hours, logged in your help desk.
- Orders and returns: order status, exchanges, returns and refunds within your policy limits.
- Reviews and feedback: review replies drafted and feedback themes logged.
- Knowledge base: turning repeated answers into macros and help articles.
A typical week
- Daily: queue to zero by end of shift, escalations flagged.
- Monday: weekend backlog.
- Wednesday: macro and help article updates.
- Thursday: review replies.
- Friday: weekly report: volume, response time, top issues.
Tools they work in
- Help desks: Zendesk, Gorgias, Freshdesk, Help Scout, Intercom, Re:amaze
- Commerce: Shopify, WooCommerce, Amazon, Stripe
- Phones: Aircall, Dialpad, RingCentral
The bright line
Your VA follows your policies. Refunds, credits and exceptions above the limits you set go to you, and abusive or legal matters are escalated, not handled alone.
Signs it is time
- Response times are measured in days.
- The founder still answers tickets.
- Different people give different answers.
- Reviews mention slow support.
What it costs
Flat monthly plans, one dedicated VA: Essentials $899/mo (20 hours a week), Executive $1,599/mo (full-time) and AI Manager $2,599/mo (full-time, AI-fluent). Worked out per hour from those published prices, that is about $10/hr, $9/hr and $15/hr all-in. Every plan includes a free shortlist of 2–3 vetted VAs in 72 hours, a $0 recruitment fee, payment only once your VA starts, month-to-month terms and a 30-day replacement. See pricing.
Stores and SaaS companies usually start on Essentials; higher volume needs a full-time Executive plan, and AI Manager suits teams adding AI-drafted replies with human checks.
Your first 30 days
- Week one: policies and macros reviewed.
- Week two: email and tickets.
- Week three: chat and phone in agreed hours.
- Week four: reporting and knowledge base.
Related
- Virtual receptionist
- Ecommerce virtual assistant
- Amazon seller virtual assistant
- All industries we support
FAQ
Can a customer service VA handle refunds? Within the limits you set; above that, they prepare it for your approval.
Which help desk do they use? Yours.
Do they cover weekends? Coverage depends on plan hours; tell us what you need.
Can they answer the phone? Yes, in your hours.
Do you support ecommerce and SaaS? Yes. Both are common.
What if the fit isn't right? Tell us within 30 days and we replace your VA at no cost, carrying the documented context over so you do not start from zero.
Get a free VA shortlist in 72 hours.
Tell us what you need. We send 2–3 hand-picked, vetted VAs to interview. $0 recruitment fee, and you pay nothing until your VA starts. Essentials $899/mo, Executive $1,599/mo, AI Manager $2,599/mo, month-to-month.