Customers forgive a lot, but not silence. If your support inbox piles up on busy days or weekends, a customer support virtual assistant keeps every customer answered, in your voice, on time.
What to Hand Over First
- Order status, shipping and tracking questions
- Returns, exchanges and refunds within your policy
- Account and login help, password resets
- Booking, rescheduling and cancellation requests
- Product questions answered from your help center
These make up most of a typical queue and are easy to document. Your assistant escalates anything unusual to you with a short summary.
Help Desk Tools
Our assistants work in Zendesk, Freshdesk, Gorgias, Help Scout, Intercom and shared Gmail or Outlook inboxes. They tag tickets, use macros, keep your help center articles current and suggest new macros when the same question keeps coming in.
Live Chat
For live chat, response time is everything. Your assistant staffs the chat during your peak hours, answers in seconds and turns pre-sales questions into orders.
Evenings, Weekends and Overnight
Weekend backlogs are the most common reason clients outsource support. Add after-hours and weekend coverage for 15% more, so Monday starts with an empty queue instead of a pile.
Bilingual Support
A bilingual English and Spanish assistant can answer Spanish-speaking customers directly and translate tickets for your team. Add it for 10% more.
Community and Tier 1 Tech Support
SaaS and app companies use support assistants for Tier 1 tech support, user onboarding emails and moderating Slack or Discord communities, escalating bugs to engineering with clear reproduction steps.
Getting Started
Share your help center, macros and five example replies you like. Your assistant shadows the queue for a day, then takes over with you reviewing. Customer Service Assistant packages start at $240 a month for 20 hours. See customer service packages.