Customers wait too long for answers
When support is handled between other jobs, tickets sit unanswered for a day or more, and customers follow up through every channel they can find.
A Customer Support Virtual Assistant Who Follows Your Playbook
Give your customers prompt, consistent answers by email, live chat and phone, handled by a trained remote assistant who works inside your help desk, follows written procedures and knows when to pass an issue to you.
- Ecommerce stores handling order and returns questions
- SaaS companies with growing ticket queues
- Agencies offering support to their own clients
Available this month
What you get
- Email ticket support
- Live chat coverage
- Phone support
- Help desk management
- SOPs and saved replies
Channels
Email, chat and phone
Help desks
Zendesk, Freshdesk, Gorgias, GHL
The short answer
Customer Support VA, explained simply
A customer support virtual assistant is a trained remote agent who answers your customers by email, live chat and phone, working inside a help desk such as Zendesk, Freshdesk, Gorgias, Help Scout or the GoHighLevel inbox. They follow written SOPs and saved replies, log every interaction and escalate refunds, complaints or technical issues to the right person.
- Channels
- Email, chat and phone
- Help desks
- Zendesk, Freshdesk, Gorgias, GHL
- Coverage
- Business or extended hours
- Starting price
- $20/hr or $999/mo
Sound familiar?
These are the problems that usually bring people to us. If two or more apply, this service is worth a closer look.
You answer the same questions every day
Order status, password resets, booking changes and billing questions take up time that could go to work only you can do.
Answers depend on who replies
Without saved replies and written policies, two customers with the same question can get two different answers.
There is no record of past conversations
Support spread across personal inboxes and phones means nobody can see a customer's history before replying.
Evenings and weekends go uncovered
Questions that arrive outside office hours wait until the next working day, which can be frustrating for customers in other time zones.
What is included
Everything below is part of the work, written into your quote, and handed over with notes so you are never locked in.
Email ticket support
Answers customer emails in your help desk using approved saved replies, personalized for each case, and closes tickets once resolved.
Live chat coverage
Handles website chat and social messages during agreed hours, answering common questions and capturing details for follow-up.
Phone support
Answers inbound calls or returns voicemails, logs each call in your help desk or CRM and books callbacks when needed.
Help desk management
Keeps queues organized with tags, priorities and statuses so nothing is lost and reports are accurate.
SOPs and saved replies
Writes and maintains support SOPs and macros (saved replies) based on your policies, for you to approve before use.
Clear escalation handling
Passes refunds, complaints, legal questions and technical faults to the right person with a short summary, then follows up until resolved.
Knowledge base upkeep
Turns frequent questions into help articles and updates existing ones when products, prices or policies change.
Weekly support reporting
Reports ticket volume, response times, common issues and open escalations, along with suggestions to reduce repeat questions.
How the work runs
A clear path from first call to handover. You always know what is happening, what we need from you, and what comes next.
- 1 Day 1-2
Support audit
We review your channels, help desk, ticket volume, common questions and existing policies to define the role and its limits.
- 2 Day 3-5
Assistant matching
We shortlist a vetted support assistant with help desk experience and hours that match when your customers get in touch.
- 3 Week 1
Training and SOPs
The assistant studies your products, policies and past tickets, and drafts saved replies and an escalation guide for your approval.
- 4 Weeks 1-2
Supervised start
The assistant handles live tickets, with you reviewing a sample each day during the trial period. If the fit is wrong, we replace them.
- 5 Week 3 onward
Steady state
Daily handoff notes, weekly reports and a monthly review to update SOPs, coverage hours and escalation rules.
Before and after
What changes in your day-to-day once this is done properly.
Area
Before
With Getcustomerservices
Response
Before: Replies when someone has time
With Getcustomerservices: Tickets handled during agreed coverage hours
Consistency
Before: Answers vary by who replies
With Getcustomerservices: Approved saved replies and written policies
History
Before: Conversations scattered across inboxes
With Getcustomerservices: Every interaction logged in one help desk
Escalation
Before: Owner pulled into every issue
With Getcustomerservices: Only decisions reach you, with a summary
Insight
Before: No view of common problems
With Getcustomerservices: Weekly report on volume and trends
What you can expect
Quicker, more consistent replies
A dedicated assistant working from saved replies and clear policies answers sooner and more consistently than support squeezed between other jobs.
Escalations that reach the right person
Issues that need a decision arrive with context already gathered, so you spend less time asking customers to repeat themselves.
A clear view of what customers ask about
Weekly reports show recurring questions and problems, giving you evidence for product, website or policy improvements.
Who this is for
- Ecommerce stores handling order and returns questions
- SaaS companies with growing ticket queues
- Agencies offering support to their own clients
- Service businesses with booking and billing questions
- Course creators and membership sites
- Owners who are still answering every support email themselves
Simple, fixed pricing
Clear prices, agreed before work starts. If your project needs something different, we will quote it in writing first.
Hourly
For low or seasonal ticket volume. Minimum of 40 hours per month.
$20/hr billed monthly
- Email and help desk support
- Approved saved replies
- Time tracked and itemized
- End-of-day handoff notes
Part-time
20 hours per week of dedicated customer support.
$999 per month
- Dedicated support assistant
- Email and live chat coverage
- SOPs and escalation guide
- Weekly support report
- Two-week trial period
Full-time
40 hours per week for businesses with steady daily ticket volume.
$1,799 per month
- Everything in Part-time
- Phone support and callbacks
- Knowledge base upkeep
- Choice of coverage hours
- Replacement if the assistant is not a fit
Prices in USD. GoHighLevel subscription, phone, SMS and email usage are billed by HighLevel directly and are not included.
What does a customer support virtual assistant handle?
A support assistant handles the questions that make up most of your queue: order status, booking changes, account access, billing questions, product guidance and general enquiries. They answer by email, live chat and phone, working inside your help desk so every conversation is recorded against the customer. Saved replies keep answers consistent, while the assistant adjusts each one to the customer's situation rather than sending a template unchanged.
They also keep the support system itself in order. That means tagging and prioritizing tickets, merging duplicates, closing resolved cases and updating help articles when something changes. Each week they report on volume, response times and the most common issues. Over time, that report often points to fixes elsewhere in the business, such as clearer product pages or better confirmation emails, that reduce how many questions arrive.
How does escalation work with an outsourced support assistant?
Escalation means passing an issue to someone with more authority or expertise. Before the assistant starts, we write an escalation guide with you that lists which issues they can resolve alone, which need approval and who handles each type. Refunds above a set amount, complaints, legal or privacy requests and technical faults are common examples of issues that are escalated rather than answered directly.
When an issue is escalated, the assistant tells the customer what will happen next, then sends a short internal summary covering who the customer is, what they need, what has been tried and any deadline. The ticket stays open and assigned until the issue is resolved, and the assistant follows up if it stalls. This keeps you involved only where your decision is actually needed.
- Resolve directly: common questions covered by SOPs
- Resolve with approval: refunds, credits and exceptions
- Escalate: complaints, legal, privacy and technical faults
- Always: summarize, assign and follow up until closed
How do you train a support VA on my products and policies?
Training starts with your existing material: help articles, policies, product pages, past tickets and any internal notes. The assistant studies these during the first week and lists every question they cannot yet answer. You or a team member answers that list in a single call, and the answers become part of the SOPs and saved replies, so the same question does not need to be asked twice.
During the trial period, you review a sample of the assistant's replies each day and comment on tone, accuracy and judgment. Feedback is added to the SOPs straight away. When you launch a new product or change a policy, send the update to the assistant, who then updates the saved replies and help articles before customers start asking about it.
Frequently asked questions
Straight answers to the questions people ask us most. If yours is not here, ask us directly.
Which help desk tools do your support assistants use?
Our support assistants work in the tools you already have, most often Zendesk, Freshdesk, Gorgias, Help Scout, Intercom, Gmail shared inboxes and the GoHighLevel conversations inbox. If you do not use a help desk yet, we can recommend one that suits your size and budget and help you set it up, so every customer conversation is tracked in one place from the start.
Can a support virtual assistant answer phone calls?
Yes. The assistant can answer inbound calls through your business phone system, such as GoHighLevel LC Phone, RingCentral, Aircall or a similar VoIP service, during agreed hours. Calls outside those hours go to voicemail, which the assistant returns at the start of their next shift. Every call is logged with notes in your help desk or CRM so the customer's history stays complete.
Can a support assistant process refunds and cancellations?
They can if you allow it. Most clients set a limit, for example allowing refunds or credits up to a fixed amount for clear cases, and require approval above that limit. Cancellations usually follow a written script that confirms the request and, where appropriate, offers alternatives. The assistant never needs your payment processor's admin login, since most platforms support staff accounts with restricted permissions.
How quickly will customers get a reply from a support VA?
It depends on the coverage hours you choose and your ticket volume. During the discovery call we agree on target first-response times for each channel, such as faster targets for live chat than email, and staff the role to meet them. The weekly report shows actual response times against those targets, so you can adjust hours if volume grows.
Can you provide support coverage on evenings and weekends?
Yes. Because our assistants work across different time zones, we can staff shifts that cover your evenings, weekends or overnight hours. Some clients use a part-time assistant only for out-of-hours coverage while their in-house team handles the working day. We agree on the schedule up front and include handoff notes so nothing is lost between shifts.
What does the support assistant do when a question is not in the SOPs?
They do not guess. The assistant tells the customer they are checking and will reply shortly, then asks you or the named contact through Slack or the help desk. Once the answer is confirmed, they reply to the customer and add the new answer to the SOPs or saved replies. Over time, the number of these questions falls as the documentation grows.
Will customers know they are talking to an outsourced assistant?
That is your choice. Most clients have the assistant use their real first name and your company signature, presenting them as part of your support team, which is accurate. We do not recommend fictional names or claims about location that are untrue. The assistant follows your brand voice guidelines so replies sound consistent with the rest of your communication.
Can one support assistant cover several brands or stores?
Yes, as long as the combined volume fits their hours. Most help desks can route tickets from several brands into separate views with their own saved replies and signatures, which helps the assistant switch context without mixing policies. Agencies often use this setup to provide support across several client accounts, with time tracked separately for each one.
Talk to us about Customer Support VA
Book a free 30-minute call. We will look at what you have, tell you what we would change, and give you a fixed quote. No pressure, no jargon.