LiveChat is a dedicated live support platform trusted by thousands of businesses to provide real-time customer service directly on their website. Its combination of chat management, ticketing, and rich reporting makes it a comprehensive support tool. But LiveChat only delivers results when someone is actively staffing it, responding promptly, and managing tickets systematically. A virtual assistant experienced in LiveChat provides that consistent human presence during business hours, ensuring every customer gets a fast, helpful response and no lead or support issue falls through the cracks.
What a VA Can Do in LiveChat
| Task | How the VA Handles It |
|---|---|
| Staff live chat during business hours | Monitors the LiveChat inbox, responds to incoming chats promptly, and manages concurrent conversations |
| Handle support and pre-sales inquiries | Answers product questions, troubleshoots common issues, and escalates complex cases to your team |
| Convert leads via chat | Engages site visitors proactively, qualifies interest, and routes hot prospects to sales |
| Manage tickets | Creates, assigns, and resolves tickets from missed chats and email submissions |
| Maintain canned responses | Builds and updates the library of canned responses for fast, consistent replies |
| Monitor and report on metrics | Reviews first response time, CSAT scores, and chat volume and prepares weekly summaries |
| Configure chat routing rules | Sets up department routing and agent assignment rules to direct conversations correctly |
| Review chat transcripts | Audits a sample of conversations for quality and identifies areas for improvement |
Setting Up Your VA in LiveChat
Add your VA as an Agent in LiveChat under Agents > Invite Agents. Assign them to the relevant departments (e.g., Sales, Support, Technical) so chats are routed to them correctly. Set their working hours in their profile so LiveChat knows when they're available and can switch to the chatbot or leave a message form during off hours.
Share your canned response library, your support knowledge base, and your escalation guide before your VA starts handling live conversations. Run a shadow session (where they observe a few live chats before going solo) if your product is complex. Set response time targets and CSAT goals, and schedule a weekly check-in to review metrics and address any quality issues.
Pro Tips for Maximum Output
"LiveChat's value is in its immediacy — a VA who responds within 30 seconds creates a customer experience that competitors using email can't match."
- Build a comprehensive canned response library. Have your VA document every new response they craft for a novel situation — within a month you'll have a rich library covering 80% of incoming questions.
- Set proactive chat triggers. Configure LiveChat to automatically invite visitors to chat after they've spent time on key pages (pricing, checkout). Your VA monitors these triggered conversations for conversion opportunities.
- Use tags for ticket categorization. Require your VA to tag every conversation and ticket so you can analyze the most common support topics and address them with better documentation or product improvements.
- Track CSAT by agent and topic. Review CSAT scores broken down by conversation topic to identify whether satisfaction issues are related to certain product areas rather than agent performance.
What to Pay
| Level | Hourly Rate |
|---|---|
| Entry | $7–$12/hr |
| Mid | $12–$20/hr |
| Specialist | $20–$28/hr |
Ready to Hire?
Ready to hire a virtual assistant? Virtual Assistant VA connects you with trained VAs who are proficient in LiveChat. Also explore virtual assistant Intercom customer support management and read about 20 customer service tasks a VA can handle.