Virtual Assistant Services
Customer Support Virtual Assistant Services
Customer experience is your competitive advantage — and every missed call, delayed email response, or unacknowledged chat is a moment where a customer decides whether to stay or leave. Most businesses know their support is not where it needs to be, but the cost of a full-time customer service representative makes it hard to justify until the problem is obvious. By then, the damage to reputation and retention has already compounded. A dedicated THC customer support VA closes that gap before it opens.
Our customer support VAs handle frontline communication across phone, email, and live chat with the professionalism your customers expect and the consistency your business requires. From ticket management and patient scheduling to intake coordination and complaint resolution, your VA works inside your existing support tools to keep response times low and customer satisfaction high — starting at $700 per month.
What Your VA Handles
Scope of support.
Phone Support and Call Handling
Your VA answers inbound calls with a professional greeting aligned to your brand, handles inquiries using your scripts and knowledge base, routes complex issues to the right team member with full context, and logs every interaction in your CRM or support platform. Missed calls and voicemail backlogs become a thing of the past. Your business sounds professional and responsive on every call, regardless of volume.
Email Support
Email support requires both speed and accuracy — customers expect responses within hours, not days. Your VA manages your support inbox, triages incoming messages by priority, drafts and sends responses aligned to your tone and policies, and escalates issues that require specialist knowledge. First response times drop significantly, and customers consistently receive substantive answers rather than holding pattern acknowledgments.
Live Chat Support
Live chat converts website visitors into customers — but only if someone is actually there to respond. Your VA monitors your chat widget across business hours, engages visitors proactively, answers product and service questions in real time, and hands off sales conversations to your team when purchase intent is high. Tools like Intercom, Drift, and LiveChat are managed natively by your VA with no learning curve on your end.
Ticket Management
Support platforms like Zendesk, Freshdesk, and Help Scout are only as effective as the person managing them. Your VA triages incoming tickets by category and priority, responds to straightforward inquiries, assigns complex tickets to the appropriate specialist with context and urgency flags, and tracks open tickets to ensure nothing ages beyond your SLA thresholds. Your support queue stays organized and your customers get answers.
Patient Scheduling and HIPAA-Compliant Support
Healthcare practices require support staff who understand the specific obligations of patient communication. Our HIPAA-trained VAs manage appointment scheduling, patient intake coordination, reminder calls, and follow-up workflows inside your practice management system — whether you use a general platform or a healthcare-specific EHR. Patient communication is handled with the discretion, accuracy, and compliance your practice requires.
Intake and Onboarding Coordination
First impressions are set during intake and onboarding. Your VA manages the coordination of new customer or client onboarding — collecting documentation, sending welcome materials, scheduling kickoff calls, and ensuring that every new relationship starts with a smooth, professional experience. Whether you are onboarding legal clients, healthcare patients, or SaaS users, the process runs consistently without requiring your direct involvement in each instance.
Tools & Platforms
Your VA works in your stack.
Who This Is For
Built for businesses like yours.
Healthcare clinics that need HIPAA-compliant patient scheduling, appointment reminders, and intake coordination handled by trained support staff without pulling clinical staff away from patient care.
E-commerce brands with high inquiry volume around orders, returns, and shipping who need fast, professional responses across email, chat, and occasionally phone.
Law firms and professional services practices where every inbound call is a potential client and missed calls represent direct revenue loss.
SaaS companies and any subscription business where retention depends on customers feeling supported — and where ticket backlog directly correlates with churn risk.
The Cost Comparison
What the alternatives actually cost.
| Role | Local Hire | Freelancer | THC |
|---|---|---|---|
| Customer Service Rep | $35,000–$45,000/yr + turnover cost | No phone coverage, no system training | $700–$1,300/mo, HIPAA-trained available, dedicated |
An in-house customer service representative costs $35,000–$45,000 per year in base salary — and customer service roles carry some of the highest turnover rates across all job categories, meaning you are regularly absorbing recruiting, hiring, and training costs on top of compensation. Freelancers rarely provide phone coverage and typically lack training on your specific support platform. THC provides a dedicated customer support VA starting at $700 per month, with HIPAA training available for healthcare clients and a Client Manager who ensures consistent, quality output.
Case Study
Real results from real clients.
Challenge
A healthcare operator running three clinics had clinical staff answering phones, managing scheduling, and handling patient intake — taking them away from direct patient care and creating bottlenecks during peak hours.
Solution
THC placed HIPAA-trained VAs to take over all patient-facing support functions — inbound calls, appointment scheduling, reminder workflows, and intake coordination — operating inside the clinics's practice management systems.
Result
Clinical staff were freed from administrative support responsibilities entirely. No-show rates dropped as reminder workflows became consistent. Patient satisfaction scores improved and the clinics were able to increase appointment capacity without adding administrative headcount.
Getting Started
Four steps to a dedicated VA.
Book a free 15-minute strategy call so we can understand your current support volume, channels, tools, and the most critical gaps in your customer experience.
We match you with a dedicated customer support VA trained on your platform — with HIPAA training available if applicable — typically within 48 hours.
Your VA completes a structured onboarding week covering your scripts, escalation protocols, knowledge base, and tool access under Client Manager supervision.
By week two, your VA is handling frontline support independently — with response times down, ticket backlogs cleared, and your team freed from first-line customer interactions.
FAQ
Common questions.
Are your VAs trained in HIPAA compliance?
Yes. For healthcare clients, we match VAs who have completed HIPAA compliance training covering patient privacy requirements, protected health information handling, minimum necessary access principles, and breach notification protocols. Every healthcare engagement begins with a Business Associate Agreement in addition to the standard NDA. HIPAA training is an onboarding requirement, not an optional add-on, for any VA working with patient data.
What response time SLAs can my VA commit to?
Response time commitments are established during onboarding based on your business requirements. Most clients target first response within one to two hours for email and tickets, and immediate pickup for phone support during your VA's working hours. Your Client Manager monitors response time metrics as part of the monthly performance review and flags any patterns that fall outside your agreed targets.
Can my VA use my existing phone number?
Yes. Your VA operates under your business phone number using platforms like RingCentral, Grasshopper, or Aircall — so customers always reach a line associated with your brand. If you do not currently have a VoIP system set up, we can assist with the setup during onboarding. Your VA is never answering calls from a personal number or in a way that is disconnected from your brand identity.
Can my VA provide after-hours coverage?
After-hours phone coverage requires a dedicated full-time arrangement given the scheduling demands involved. For email and ticket support, extended coverage windows are available and can be discussed during your strategy call. If your business requires 24/7 support coverage, we can discuss a team-based arrangement that provides continuity across time zones without requiring a single VA to work outside normal hours.
Related Services
Extend your support.
Get Started
Ready to delegate?
Book a free 15-minute strategy call. We will match you with a dedicated VA trained in your service within 48 hours.