👤 Customer Service Support

Deliver exceptional customer experiences.

Our virtual assistants handle customer inquiries with empathy, efficiency, and attention to detail—across email, chat, and phone.​

Included in the Hourly Rate:

📞 Multichannel Customer Support

• Answering incoming customer calls using a custom greeting

• Responding to customer emails with pre-approved templates or personalized responses

• Managing live chat via platforms like Tidio, Intercom, or Crisp

• Responding to social media messages and DMs (if requested)

• Proactive outreach for post-purchase follow-up or satisfaction checks

🧾 Helpdesk & Ticketing Support

• Ticket creation, assignment, and categorization (Zendesk, Freshdesk, Help Scout, etc.)

• Monitoring ticket queues and ensuring SLA compliance

• Tagging tickets by type (sales, tech support, billing, etc.)

• Escalating high-priority or unresolved issues

• Closing and archiving resolved tickets

• Managing canned responses and internal documentation

🔁 Returns & Refunds

• Processing refund or return requests through eCommerce dashboards (Shopify, WooCommerce, etc.)

• Coordinating with fulfillment or billing departments

• Tracking resolution of refund-related issues

• Notifying customers about refund/return status

📋 Customer Account Support

• Creating, updating, or deactivating customer profiles

• Resetting passwords and verifying accounts

• Managing customer subscriptions or recurring billing

• Updating addresses, contact info, and payment details

🧠 Customer Experience Management

• Gathering and logging customer feedback and trends

• Recommending content updates based on repeated questions

• Building and maintaining FAQ and knowledge base content

• Survey management (e.g., post-chat surveys, NPS, CSAT)

📊 Reporting & QA

• Daily or weekly summaries of support activity

• Customer interaction logs and status reports

• Response time and resolution time tracking

• Identifying customer service bottlenecks

• Quality assurance feedback for continuous improvement

🛠️ Setup & Integration Support

• CRM and helpdesk platform onboarding

• Custom inbox, phone line, and chat integration

• Setup of auto-responders, business hours, and routing logic

• Contact syncing with CRM and order systems

• Collaboration with internal teams during onboarding