Customer service
Customer Service Virtual Assistants
Slow replies cost more than most owners realise. A customer service virtual assistant from The Peak Hire handles your email, chat, and ticket queue using a playbook you approve, so customers get fast, consistent answers and only genuine exceptions reach you.
What your assistant handles
Concrete examples of work clients delegate. Your scope is set on the discovery call and can change as priorities shift.
Front-line replies
- Answering email and live chat within your target response time
- Order status, delivery, and returns questions
- Account, billing, and access issues
- Product and service questions from your documentation
- Polite handling of complaints with a defined escalation path
Ticket operations
- Triaging and tagging tickets by type and urgency
- Routing to the right person with context attached
- Closing the loop on stalled conversations
- Keeping SLA breaches visible before they happen
- Merging duplicates and cleaning the queue
Knowledge and quality
- Writing and updating macros and canned replies
- Building a help-centre article from repeat questions
- Flagging recurring problems back to you with examples
- Maintaining a tone-of-voice guide
- Weekly summary of volume, themes, and unresolved issues
Post-sale follow-up
- Onboarding check-ins with new customers
- Renewal and repeat-purchase reminders
- Requesting reviews from genuinely happy customers
- Win-back messages for lapsed accounts
- Logging feedback where your team will actually see it
Who this is for
- E-commerce stores with recurring support volume
- SaaS and subscription businesses needing tier-one coverage
- Service businesses where enquiries arrive faster than they are answered
- Teams whose founders are still answering support themselves
- Businesses that need consistent coverage without a full support hire
How matching works
- Step 01
Audit the queue
We look at volume, channels, common question types, and where replies currently stall.
- Step 02
Match on experience
We shortlist assistants who have worked your channels and your kind of customer.
- Step 03
Build the playbook
Tone rules, approved answers, refund limits, and escalation triggers, written down.
- Step 04
Shadow, then own
Your assistant drafts for review first, then takes the queue once quality is proven.
Questions people ask
Can a virtual assistant answer customers in my brand voice?
Yes, with a playbook. We start from your existing replies, agree tone rules and escalation triggers, and review the first batch of responses together before your assistant works independently.
Do you offer phone support?
Human assistants can handle scheduled calls and callbacks. For always-answered inbound phone coverage, look at our AI receptionist, which is currently in beta.
Which help desks do you work in?
Commonly Zendesk, Intercom, Freshdesk, Gorgias, HubSpot Service Hub, and plain shared inboxes. Tell us your tool and we screen for it.
How are escalations handled?
You define the escalation rules: refunds above a threshold, legal or safety issues, angry customers, anything without a documented answer. Everything else your assistant resolves and logs.
Can they cover weekends?
You choose which hours the plan covers. Weekend or evening coverage is possible depending on the schedule you set and the candidate you select.
Ready to hand this off?
Tell us the tasks and the hours you need. Plans are month-to-month with a 14-day match guarantee, and we aim to have your shortlist ready within 72 hours.