Geoff CuddThe smartest business owners are hiring customer support virtual assistants to handle inboxes, live chat, ticketing, and follow-ups, without the costs of a full-time employee.
We brought in one of our first VAs to manage growing support emails and handle refund requests. Within weeks, they had cleaned up our inbox, improved response times, and created a more professional experience for our customers.
If you're looking to delegate customer service without hiring in-house, this guide outlines the most valuable tasks a virtual assistant can take over.
Hire a Full-Time Customer Support Assistant
From $750/month
- Handles live chat, email, and ticket-based support with care
- Responds quickly and professionally to customer inquiries
- Works your business hours or covers support while you sleep
- Experienced with tools like Zendesk, Gorgias, and Help Scout
Table of Contents
- Hire a Full-Time Customer Support Assistant
- Quick List of Customer Support Virtual Assistant Tasks
- Top Customer Support Tasks to Delegate (By Category)
- Use Case Examples: What a Customer Support VA Can Handle by Business Type
- Why Not Use a Freelancer or In-House Support Rep?
- How to Choose the Right Customer Support Virtual Assistant
- Customer Support Tasks You Should Continue To Do (For Now…)
- Want Help Delegating These Customer Support Tasks?
- Hire a Full-Time Customer Support Assistant
- Frequently Asked Questions
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Quick List of Customer Support Virtual Assistant Tasks
Category | Examples |
|---|---|
| Inbox Management | Responding to emails, triaging requests, template use |
| Live Chat & Ticketing | Real-time support, ticket routing, escalation |
| Order & Account Support | Refunds, tracking, password resets |
| Review & Reputation Management | Replying to reviews, outreach to unhappy customers |
| Internal Docs & SOPs | Help center updates, canned reply templates |
| Admin Support | Ticket tagging, summary reports, daily checklists |
| Communication Logs | Weekly updates, customer feedback summaries |
Top Customer Support Tasks to Delegate (By Category)
Inbox Management
Email Response & Triage
- What They Do: Reply to common inquiries, flag priority issues, and use templates to stay efficient.
- Why It Helps: Keeps your inbox clear without losing quality.
- Ideal Outcome: Fast, friendly responses with minimal oversight.
Escalation Handling
- What They Do: Identify when issues require a manager or specialist.
- Why It Helps: Prevents over-escalation while maintaining accountability.
- Ideal Outcome: Fewer tickets on your plate, no missed critical issues.
Live Chat & Ticketing
Live Chat Coverage
- What They Do: Respond to customers in real time using tools like Intercom or Tidio.
- Why It Helps: Reduces bounce rates and builds trust.
- Ideal Outcome: Fast, helpful replies and improved conversion rates.
Ticket Routing & Updates
- What They Do: Assign support tickets to the right person or team.
- Why It Helps: Ensures the right issues reach the right people.
- Ideal Outcome: Clean workflows and faster resolutions.
Order & Account Support
Refunds, Returns & Cancellations
- What They Do: Handle basic refund requests and update CRM records.
- Why It Helps: Saves your team time while maintaining professionalism.
- Ideal Outcome: Reduced refund errors and smoother customer experience.
Tracking & Account Help
- What They Do: Assist customers with order status, shipping updates, or login issues.
- Why It Helps: Keeps customers informed without requiring your attention.
- Ideal Outcome: Lower support volume and fewer repeat questions.
Review & Reputation Management
Responding to Public Reviews
- What They Do: Monitor and respond to Google, Trustpilot, or Shopify reviews.
- Why It Helps: Improves brand presence and mitigates damage.
- Ideal Outcome: Professional responses that reflect brand values.
Outreach to Unhappy Customers
- What They Do: Follow up with customers who left negative feedback.
- Why It Helps: Opens the door for recovery and improved satisfaction.
- Ideal Outcome: Rescued relationships and better online ratings.
Internal Docs & SOPs
FAQ and Help Center Updates
- What They Do: Maintain and suggest edits to your customer support knowledge base.
- Why It Helps: Reduces support volume over time.
- Ideal Outcome: Clear, helpful documentation that grows with your business.
Canned Response Templates
- What They Do: Draft reusable replies to common questions.
- Why It Helps: Speeds up responses and improves consistency.
- Ideal Outcome: Efficient, on-brand replies at scale.
Admin & Cleanup Tasks
Ticket Tagging and Categorisation
- What They Do: Apply labels and track issue types in your helpdesk system.
- Why It Helps: Improves visibility and reporting.
- Ideal Outcome: Organized support data for weekly or monthly reviews.
Inbox and Queue Cleanup
- What They Do: Archive outdated tickets, remove duplicates, and close resolved issues.
- Why It Helps: Keeps systems running smoothly.
- Ideal Outcome: Support tools that stay clean and usable.
Communication Logs & Reporting
Weekly Support Summaries
- What They Do: Compile metrics and notable issues into a short report.
- Why It Helps: Keeps leadership informed without micromanaging.
- Ideal Outcome: Clear summaries with trends and recommendations.
Customer Feedback Logs
- What They Do: Record common complaints or suggestions from incoming tickets.
- Why It Helps: Feeds back into product and service improvements.
- Ideal Outcome: Actionable insights from real customer conversations.
Use Case Examples: What a Customer Support VA Can Handle by Business Type
Business Type | What a Customer Service VA Can Handle |
|---|---|
| Local Service Business | Email replies, appointment follow-ups, review outreach |
| eCommerce Store | Order questions, returns, live chat, product support |
| Online Coaching or Courses | Login help, refund requests, CRM tagging, student support |
| SaaS / Digital Tools | Troubleshooting, onboarding responses, ticket logging |
Why Not Use a Freelancer or In-House Support Rep?
Option | Pros | Cons |
|---|---|---|
| Customer Support VA | Affordable, consistent, scalable | Requires onboarding and SOPs |
| Freelancer | Great for overflow or one-offs | Less reliable long-term |
| In-House Support Rep | Fully integrated, instant access | Expensive, slower to scale |
How to Choose the Right Customer Support Virtual Assistant
- Experience with tools like Zendesk, HelpScout, Shopify, Intercom
- Clear, empathetic communication skills
- Strong attention to detail and judgment
- Ability to document, suggest, and improve workflows
- Responsiveness and professionalism
Customer Support Tasks You Should Continue To Do (For Now…)
Keep In-House | Why | Delegate Later With… |
|---|---|---|
| Brand Voice or Tone Training | Requires deep product and tone knowledge | Canned replies and Loom reviews |
| Crisis or Escalated Issues | Needs management-level discretion | Escalation SOPs and context summaries |
| Workflow Strategy | You define logic and customer journeys | Let VA maintain and improve the flow |
Want Help Delegating These Customer Support Tasks?
We can match you with a pre-vetted customer support virtual assistant who knows your tools, understands service workflows, and keeps your customers happy, all while saving you hours every week.
Hire a Full-Time Customer Support Assistant
From $750/month
- Handles live chat, email, and ticket-based support with care
- Responds quickly and professionally to customer inquiries
- Works your business hours or covers support while you sleep
- Experienced with tools like Zendesk, Gorgias, and Help Scout
Frequently Asked Questions
What tools should a customer service VA know?
Gmail, HelpScout, Zendesk, Intercom, Shopify, Slack, Google Sheets, and chat platforms like Tidio or Crisp.
Can a VA handle live chat?
Yes. Many are trained in real-time support and multichannel ticketing.
Is it safe to give them access to my support tools?
Yes, especially with permission controls and shared login tools like LastPass.
How do I train a customer support VA?
Use Loom videos, share saved replies, and walk them through your support flow with sample tickets.
Can they write customer-facing messages?
Absolutely. Most experienced VAs are comfortable drafting and refining replies in your tone.
