Tier-1 support is one of the highest-leverage things to delegate — if you set up tone, escalation, and QA correctly.
Customer support reflects your brand more than almost any other interaction. Before training a VA, write a 1-page tone guide with do's and don'ts and 6–10 example responses.
Decide what your VA can resolve alone, what gets a templated response and a flag, and what comes straight to you. Most teams over-escalate at first — that's fine. Tighten it after 30 days.
Sample 10 tickets per week for the first month. Score them on accuracy, tone, and speed. Share specific examples of what 'great' looks like — generic feedback doesn't change behavior.
Talk to us about staffing a VA matched to your industry, tools, and tone.
Don't add VAs based on gut. Use these 4 signals to know exactly when your second, third, and fourth seats pay back.
A great bookkeeping VA can own AR, AP, reconciliations, and reporting. Here's what should still stay with your CPA.
Put what you learned into practice — see the roles we staff and the industries we serve.