Messaging support
WhatsApp, Instagram and live chat, answered in the customer's language.
Your operations. Our people. One standard.
Native Arabic, fluent English teams who answer your customers, process your cases and report to you every week. They work your hours, inside your own tools.
- AR + ENBoth languages on every shift
- Your toolsYour systems, your data
Your brand, customer careWhatsApp, answered by Zameel
Online
السلام عليكم، طلبي ما وصل للحين. رقم الطلب 4821310:02
وعليكم السلام، أبشر. تابعت طلبك ويوصلك بكرة قبل الساعة 6 المغرب.10:03
Customer switched to English
Can I change the delivery address?10:05
Of course. Send me the new address and I'll update it right away.10:05
What we run for you
Everything your customers see, and the paperwork behind it.
Back-office
Document processing, data entry and case admin, done to your checklists.
Email and tickets
Queues worked inside your helpdesk, with your macros and tone.
Underwriting and KYC
Identity checks, claims and policy admin for regulated teams.
Voice
Inbound and outbound calls in Arabic and English.
Quality and reporting
Scorecards, coaching and a weekly report on every account.
What we take off your team's plate.
Every message answered in the language your customer used.
Your tone, your saved replies, your escalation rules. Refunds, order tracking, complaints and pre-sale questions, handled by people who understand Gulf customers.
WhatsAppInstagramLive chatEmailVoice
- Native Arabic speakers with fluent English
- First reply on chat in under 2 minutes
- Works in Zendesk, Freshdesk, Intercom or your own CRM
- Weekly report on volumes, response times and issues
Careful, checklist-driven work for regulated teams.
Document processing, KYC checks, claims and policy admin, merchant onboarding. Each case done to your checklist and logged in your system.
KYCClaimsPolicy adminMerchant onboarding
- Every case logged and traceable in your system
- Agents work only inside your accounts
- Data processing agreement signed before go-live
Extra hands for the weeks that matter.
Ramadan, White Friday and back-to-school. Agents trained on your products before the rush starts, then scaled back when it ends.
RamadanWhite FridayBack-to-school
- Training finished before peak week
- Evening and night cover as your hours stretch
- Same quality scorecard as your core team
- Same account manager all year
The standard
Your customers stop waiting.
Drag to compare a typical support desk with the service levels we commit to in every contract.
Typical desk
With Zameel
Time to first reply on a customer email1h
Customer emails that get a reply at all100%
Evening messages answered the same day100%
Typical desk: email figures from SuperOffice's study of 1,000 companies (2018); the evening figure is for a desk that closes at 5pm. With Zameel: the service levels below.
< 2 minFirst reply on WhatsApp and live chat
1 hourFirst reply on email, in covered hours
100%Arabic answered by a native speaker
WeeklyPerformance report on your account
Leadership track record
Our leadership has turned a support team around before.
Our leadership has taken over existing customer support teams and rebuilt how they work. These are medians from their quality scorecards, before and after.
Internal QA scorecards from support teams our leadership has run.
How we start
From first call to a running desk.
- Week 0
Talk
A 30-minute call about your channels, volumes and tone of voice.
- Weeks 1 to 8
Pilot
We run one channel inside your tools and send you the numbers every week.
- After the pilot
Grow
Add channels, hours or agents once the results work for you.
Questions
What clients ask us first.
Which hours do you cover?
Yours. We staff your business hours in your time zone, including evenings, weekends and peak seasons, with Arabic and English on every shift.
Do you work in our tools or yours?
Yours. We log in to your helpdesk, CRM or back-office system with accounts you control, so your data and history stay with you.
Which Arabic do your agents speak?
Our agents are native Arabic speakers who understand Gulf customers and reply in a natural, friendly register. Nothing is machine translated.
What is the smallest team we can start with?
Three seats for three months. Most clients start with a pilot on one channel and add seats once the weekly numbers work for them.
Who is our point of contact?
A dedicated account manager, from the first call onward. Senior managers stay directly involved in your account and join your weekly review.
Tell us where your support hurts.
Share a few details. A senior manager replies within one working day to set up a 30-minute call.
Or email info@zameel.cx