Customer support virtual assistants
A full-time customer support assistant from the Philippines who answers your emails, chats and calls in your business hours, working from our supervised office with three internet connections.
An example day, in your business hours
- 8:30Overnight tickets triaged and answered
- 10:00Live chat covered through the morning
- 12:00Refund and return requests processed
- 14:00Order enquiries answered by phone
- 16:00Escalations summarised for you
What does a customer support virtual assistant do?
A customer support virtual assistant answers customer emails, live chats and calls, handles orders, bookings and returns, and escalates anything that needs you. With Desk & VA, your assistant works your business hours from a supervised office, and our Talay office is open 24/7 for after-hours and US coverage.
What your customer support VA can handle
From the first reply to the follow-up, so your customers hear back quickly.
Email support
Replying to customer emails and support tickets, using your tone and templates.
Live chat
Covering website and social media chat during your business hours.
Phone support
Answering and returning customer calls on your phone system.
Orders and bookings
Checking order status, changing bookings and updating customers.
Returns and refunds
Processing returns and refund requests within your rules.
Reviews and comments
Responding to reviews and social media comments.
Help centre content
Writing and updating FAQ and help articles.
CRM notes
Logging every conversation so your team has the full history.
Escalations
Spotting complaints early and passing them to the right person.
Systems they can work in
Your VA works in your existing help desk, chat and phone tools.
- Zendesk
- Freshdesk
- Gorgias
- Intercom
- HubSpot
- Shopify
- Gmail
- Outlook
- Aircall
- RingCentral
- Facebook Messenger
- WhatsApp Business
Tell us which systems you use on your Strategy Call, and we’ll screen candidates for experience with them.
Why office-based customer support?
Customers notice when replies stop. An office setup keeps your support running through outages and sick days.
- Primary, secondary and satellite internet, so your chat queue stays online if one connection drops
- A quiet, professional space for phone calls
- A supervisor on site who can step in when it gets busy
- Our Talay office is open 24/7 for after-hours and US time zones
How much does a customer support VA cost?
Customer support is a general role: US$499 to recruit on Core, or included on Signature.
Workstation fee, plus US$499 recruitment. You pay your VA directly. About US$3.80 an hour for the workstation and a general VA’s salary.
Includes your VA’s salary, equipment, payroll and HR. No recruitment fee. About US$6 an hour all-in.
Prices in US dollars, excluding GST. Pay six months in advance and save 10%. See full pricing
Frequently asked questions
On Signature you pay US$249 a week, about US$6 an hour all-in, with salary, equipment, payroll and HR included. On Core you pay US$49 a week for the workstation plus your VA’s salary, about US$3.80 an hour, and you provide the equipment.
Yes. Your VA works the hours you need. Our Talay office is open 24 hours, 7 days a week, so we can cover evenings, weekends and US time zones.
Yes. English is an official language in the Philippines and widely used in business. We assess spoken English during screening, and you interview your shortlist before choosing.
Yes. Many clients start with one support VA and add more as volume grows. Each VA follows the same recruitment process, and they can work from the same office.
Each office runs primary, secondary and satellite backup connections, so one outage doesn’t stop your support.
Hire your customer support VA
Book a free Strategy Call. We’ll scope the role, confirm the cost and send your shortlist within about two weeks.