What is a Customer Support Virtual Assistant?
A Customer Support Virtual Assistant (CS VA) is a remote support professional who handles customer communication across email, chat, tickets and social channels, following your policies, tone, templates and escalation rules.
Do you provide customer support virtual assistants from India for global clients?
Yes. MVAIndia provides managed customer support virtual assistants from India for global businesses, including US, UK, EU, Canada and Australia, with timezone coverage and continuity support.
What channels can your support VAs cover?
Common channels include email support, live chat, ticketing systems, social DM triage and review response workflows, depending on your tooling and access policies.
Can you provide 24/7 or weekend coverage?
We can design coverage with shifts, overlap windows, or multi-VA rotation based on your required hours and response-time targets.
Do you offer voice support (calls)?
We can support voice-based workflows if required, but most global clients start with tickets, email and chat. Voice scope depends on process, training needs and compliance requirements.
What is the starting cost?
Engagement typically starts from $5/hour depending on scope, coverage hours, complexity, tools and required experience.
Is MVAIndia a freelancer marketplace?
No. We provide a Managed VA model: you manage tasks and priorities; we manage the VA resource, continuity, performance stability and replacement support.
Do you provide customer support strategy or management?
You remain responsible for support strategy and final decisions. We can help operationalize your playbooks and reporting, but you retain ownership of policies, escalations and product decisions.
Can your VAs follow our tone of voice and macros?
Yes. We use your macros, SOPs, knowledge base and tone guidelines to ensure consistent responses.
Which tools can you work with?
We commonly support Zendesk, Freshdesk, Intercom, Help Scout, Gorgias, HubSpot Service, Jira Service Management, Slack, Gmail/Outlook and other client systems where access is provided.
How do you handle escalations?
We follow a clear escalation matrix: what to resolve, what to ask, and what to escalate to your internal team, along with context and ticket notes.
How do you ensure quality?
We align to your QA rubric and use checklists, sampling, coaching feedback loops and weekly reporting to improve consistency and reduce rework.
How do you handle sensitive customer data?
We follow your access controls and can work under NDA. You control permissions and systems. We recommend least-privilege access, audit logs and secure credential handling.
Can you handle refunds, cancellations or billing tickets?
Yes, if you define the rules, approvals and systems access. We can process routine requests and escalate exceptions for approval.
Can you support e-commerce customer support?
Yes. We can support order status, delivery updates, returns/exchanges, refunds triage, product questions and review workflows using your e-commerce and helpdesk tools.
Can you support SaaS customer support?
Yes. We can handle L1/L2 triage, onboarding support, how-to guidance, bug reproduction steps, and escalation to engineering/product with structured ticket notes.
How quickly can we start?
After confirming scope, coverage hours, tools and SOPs, onboarding can start quickly depending on availability and training requirements.
What KPIs can you report on?
Common KPIs include first response time, resolution time, backlog size, CSAT (if available), SLA compliance, ticket categories and escalation counts.
Can I start with a pilot?
Yes. A 2–4 week pilot is recommended to validate response quality, tooling, reporting cadence and handoffs before scaling coverage.
What happens if the VA is unavailable?
As part of the managed model, we support continuity planning and replacement options to reduce disruption.
