We know how fast support can snowball.
When tickets stack up, chats sit unanswered, and simple “Where’s my order?” emails derail your day, growth slows.
A Customer Support VA steps in to triage, reply, and resolve — in your hours, your systems, your tone — so customers feel looked after and your team stays focused.
What a Customer Support actually handles
A Customer Support's job is to keep your day on rails. In practice, that means:
Inbox &
Ticket triage
Prioritising, tagging, and routing so nothing slips. Clear categories, tidy queues, and simple escalation processes.
Customer replies
& live chat
Friendly, on-brand responses across email, chat, and calls. Fast, quality replies until the loop is closed for high satisfaction.
Orders, returns & follow-through
Status checks, coordination, and policies applied consistently. We make sure customers always know what happens next.
Documents
& SOPs
Moving recurring tasks out of memory and into clear checklists. Naming and storage hygiene in your drive.
Daily &
weekly rhythm
Triage, reply drafts, chasing responses, simple approvals, keeping a clean queue with clear flags for your decisions.
Is this the right move?
Great fit if...
You want AEST/AEDT coverage with clear response times.
You can share simple policies (orders, returns, warranties).
You’ll give examples of “how we sound” so we match your voice.
Not ideal if…
You need on-site/field support.
You can’t provide access or sample replies.
You expect policy creation or legal decisions
(we’ll route those to you).
How an AI-equipped Customer Support ramps in 90 days
What typically changes by Week 4
01
Before Day 1 — Pre-training and setup
-
We custom-train from your materials (past tickets, tone notes, policies, SLAs, escalation tree).
-
Prepare a lightweight prompt kit for voice, issue categories, tags, and naming conventions.
-
Confirm channels (email/chat/DMs), coverage windows, and simple approval rules for refunds/returns.
-
You start with a 30-day queue plan and a shortlist of “quick-win” macros to approve.
02
Days 1–7 — Orientation + quick wins
-
Stand-up cadence (daily brief + priorities + known hot spots).
-
Queue hygiene: triage rules, tags, folders, and “after-hours” responses tightened.
-
First assists: suggested reply drafts, friendly rewording, and templated order-status checks.
-
Light knowledge base tidy: convert repeated questions into 5–10 short articles.
Outcome: 1–2 quick wins live; tone and approval flow confirmed.
03
Days 8–30 — Take over the repeatables
-
Own Tier 0–1 replies during overlap across agreed channels.
-
Vendor/warehouse follow-ups move without you as the referee; you’re looped only on exceptions.
-
Accelerators: auto-summaries of long threads, action extraction from notes, templated replies for FAQs.
-
Feedback loop: log top issues, defect themes, and “save the next ticket” improvements.
By week 4, your queue is steadier—first response times drop, 2–3 working SOPs for common scenarios are in place, and you’re already saving hours per week with reopen rates trending down.
04
Days 31–60 — Systemise and stabilise
-
Response SLAs and routing rules baked into everyday habits.
-
Weekly snapshot: volumes, FRT/ART, top drivers, what we fixed, what needs a decision.
-
Document hygiene: versioned policies, sensible foldering, findable assets for new reps.
-
Quality bar: spot checks on tone, accuracy, and “close the loop” behaviours.
Outcome: fewer dangling tickets, cleaner escalations, clearer patterns to fix upstream.
05
Days 61–90 — Uplift and optimisation
-
Tighter approvals loop—more decisions prepped, fewer parked.
-
Checklists for peak periods (promos, launches, holidays) with simple coverage plans.
-
Light analytics on cadence (busy windows, reopen causes, macro performance) and recommendations.
-
Review and refresh of macros/KB to remove friction and reduce repeats.
By Day 90:
first-reply time ↓, reopen rate ↓, refund/exception handling smoother, and your weekly “support time” is cut meaningfully.
Built for Australian teams
made in the Philippines
Why work with Virtuali
We are a founder-led agency with strong Affinity in Australian community. You get a trained support teammate who works in your hours, mirrors your voice, and scales with demand — while we handle the rest. Start part-time or full-time and switch as needed.
Virtuali VA
,000 AUD
10
$
in annual savings
Includes all admin fees. estimated, results may vary
Local EA hire (AU)
,000 AUD
10
$
Estimated yearly cost
When you hire locally. Includes basic salary, other admin costs and benefits like super, leaves, etc. Source: Glassdoor
Cut Customer Support Admin costs by 60%+
(and keep your day in rhythm)
Industries we've worked with
Frequently asked questions
Match in 2–5 biz days
90-day fit guarantee
Shadow Week included
Pay-As-You-Go