Virtual AssistantsCustomer Service
Customer Service Virtual Assistants.
Your customers heard and helped by someone who cares about getting it right.
What is a customer service virtual assistant?
A customer service virtual assistant is a dedicated, bilingual remote professional who takes care of your customers every day. They answer emails, chats and calls, help with orders, accounts and billing, pass complex cases to the right person and keep your helpdesk and CRM up to date. They work inside your tools, in your hours, and speak with your customers the way you would.
Talk to us about a customer service virtual assistant- Time zone
- Real-time U.S. time zone alignment
- Language
- Bilingual English & Spanish talent
- Trust & confidentiality
- Background-checked talent & NDA protection
- Ongoing support
- Check-ins and support after the hire
What can a customer service virtual assistant take off your plate?
Not every role covers all of this, and not everything here needs to sit with one person. We build the role around the tasks you actually need covered.
- 01
Tickets & email support
Every message read and answered with care, in the order that makes sense for your customers.
- 02
Live chat & messaging
Website chat, WhatsApp and social messages answered while your customers are still there.
- 03
Phone support
Calls answered in English or Spanish by someone patient and easy to talk to.
- 04
Orders, accounts & billing
Order updates, changes, returns and payment questions handled within the guidelines you give.
- 05
Escalation & triage
When something needs you or your technical team, it reaches you with all the details already collected.
- 06
Help center & macros
Saved replies and help articles kept clear and current, so customers can also find answers on their own.
- 07
CRM hygiene
Customer records kept tidy, so anyone on your team can see the full story before replying.
- 08
Reviews & satisfaction
Kind replies to reviews and a regular summary of what customers are asking for.
How do we find the right customer service virtual assistant for you?
The cost of a Customer Service Virtual Assistant depends on factors such as experience, responsibilities, schedule, and the level of support your business requires.
Rather than offering a one-size-fits-all solution, Purple helps businesses define the role and find a professional whose skills and availability match their needs.
What do you get with a dedicated customer service virtual assistant through Purple?
- Who does the work
- One dedicated person who works only for you, not a team shared across clients.
- Availability
- Real-time, in your hours, from Latin America.
- Getting started
- The role is shaped with you before recruiting starts, and Purple guides onboarding.
- Cost structure
- One engagement through Purple, with no recruiting or office overhead on your side.
- Changing the role
- Full-time by default, part-time on request, and it adjusts as you grow.
Who benefits most from a customer service virtual assistant?
E-commerce brands
Your customers write every day about orders, returns and shipping, and you want each one to get a real answer.
Service businesses and agencies
Your clients appreciate a quick, friendly reply, and you cannot always be the one to send it.
SaaS and subscription companies
You would like first-line support covered so your technical team can focus on what only they can solve.
Property managers with tenants and owners
Maintenance requests, payment questions and paperwork arrive from many places and need one caring point of contact.
Founders still answering support themselves
You love your customers, and you also need your day back.
Which tools can they work in?
Options, not a checklist: your VA works in the tools you already use, and we match the candidate to them.
- Zendesk
- Freshdesk
- Help Scout
- Gorgias
- Intercom
- HubSpot
- Shopify
- Aircall
- RingCentral
- Slack
- Notion
- Google Workspace
- ChatGPT
- Claude
What do clients ask before hiring a customer service virtual assistant?
What does a customer service virtual assistant do?
A customer service VA looks after your customers day to day. They answer emails, chats and calls, help with orders, accounts and billing within the guidelines you give, and pass technical problems or sensitive cases to the right person with the details already collected. They also keep saved replies and help articles current, note every conversation in your helpdesk or CRM, and let you know what customers are asking about most.
Can they handle phone calls as well as tickets and chat?
Yes. Our customer service professionals are bilingual and comfortable on the phone in English and Spanish. They work in your hours, so your customers reach a person when they call. After each call they add notes and any follow-up to your CRM. If you use a phone system such as Aircall or RingCentral, they work inside it.
How do they learn my products, policies and tone?
We start with what you already have: your help center, your saved replies and past conversations that show how you like to speak with customers. Your VA writes down what is missing as they learn, so your knowledge base grows with them. You decide what they can approve on their own and what should come to you first. In the first weeks we stay close to make sure they feel supported.
What happens with issues they cannot solve?
They make sure the customer is not left waiting. Your VA collects the details, lets the customer know what will happen next, and passes the case to the right person on your team with a clear summary. They keep following up until it is solved. You also receive a short weekly note on what was escalated, which helps you see where customers need more help.
Which helpdesk and CRM tools do they work in?
They work in the tools you already use. The most common are Zendesk, Freshdesk, Help Scout, Gorgias, Intercom, HubSpot and Shopify, with Slack, Notion or Google Workspace for the day-to-day with your team. If you are still choosing a tool, we can share what we see working well for businesses like yours.
I do not know exactly what I need. Where do we start?
That is the normal starting point. We begin by mapping what actually takes time in your week, which channels your customers use and which of those conversations a remote professional can own. From there we shape the role and find the person who fits it, before recruiting starts. Every operation is different.
Which roles work alongside a customer service virtual assistant?
Ready to find your customer service virtual assistant?
Tell us what takes time in your week. We will shape the role and introduce you to the person who fits it.
Talk to us about a customer service virtual assistant