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Nobody waits on a reply again.
Your CSR VA owns the whole front line — inbox, chat, phone and everything that follows a ticket to the end.
Inbox & ticket triage
Every ticket tagged, prioritised and answered inside your SLA — the queue is empty by end of shift.
Live chat & phone cover
Real-time chat and inbound calls in your brand voice, across the hours your customers actually shop.
Orders, refunds & returns
Order lookups, address fixes, refunds inside policy, and carrier claims chased until they resolve.
Escalations & follow-through
Angry threads de-escalated, bugs routed to the right team, and the customer updated until it's closed.
Macros & help centre
Saved replies written and kept current, plus help-centre articles for the questions you answer weekly.
CSAT & weekly reporting
Response times, CSAT and the top five recurring complaints — in one short summary every Monday.
Support is the first thing to slip when you grow.
Most of our CSR placements go to teams where the founder or ops lead is still answering tickets at 10pm — and refunds are the fastest way out of a backlog.
Ecommerce brands with WISMO tickets, returns and a launch spike every few weeks.
SaaS teams who need tier-one cover so engineers stop triaging the inbox.
Service businesses where a missed call is a booking someone else takes.
Subscription products fighting churn at the cancel-and-billing conversation.
Four steps, about a week.
Discovery call
30 minutes on your ticket volume, channels, tone and coverage hours.
Shortlist in 72 hours
Two or three vetted reps, with written-reply samples and a recorded voice intro.
You interview
Meet your favourites. Give them a live ticket scenario if you want to be sure.
Onboard with us
We handle contracts, payroll and the first-two-weeks ramp. You just start delegating.
Pick the coverage, not a package.
Best for covering your peak hours and clearing the overnight backlog.
Get a quoteA dedicated rep on your help desk, your macros and your Slack — one owner for the queue.
Book a discovery callShift-covered support with a team lead — near-24/5 coverage without night shifts for you.
Talk to usA refundable service deposit secures your start. No lock-in beyond a 30-day notice on a renewable 12-month agreement. Replacement at our cost if the fit isn't right in the first month.
- Ticket triage & repliesDaily
- Live chat & phone coverageDaily
- Refunds, returns & order issuesDaily
- Macro & help-doc upkeepWeekly
- Plain-English performance reportMonthly
Your support queue, answered in your tone.
Not a script reader. Your CSR VA works the whole queue across email, chat and phone, resolves the order problems, and flags what keeps coming back.
Tickets & inbox
Triage, tagging and on-brand replies across your help desk.
Live chat & phone
Real-time chat and call coverage during your support hours.
Orders & resolutions
Refunds, returns, WISMO and clean escalation of the hard ones.
Tracking & reporting
Response times, CSAT and recurring issues in one monthly report.
The things people ask before hiring.
How vetted is "pre-vetted"?
A written-reply test on real angry-customer scenarios, a live voice screen for tone and clarity, help-desk proficiency checks and reference calls. Roughly 4% of applicants reach a shortlist.
Can they cover nights and weekends?
Yes — you set the shift. Most clients start with their peak hours, then add a second rep to reach near-24/5 or weekend cover.
Will they sound like our brand?
We onboard them on your macros, tone guide and refund policy in week one, and every reply is reviewed with you until it reads like your team wrote it.
What if it isn't working out?
Tell us in the first month and we replace them at our cost. After that it's 30 days' notice, no penalty.