Customer support outsourcing
Arabic and English customer support, run as part of your team.
A dedicated team of native Arabic speakers with fluent English answers your customers on chat, email and phone. They work your hours, inside your helpdesk, and you get a report every week.
Your customers get answered in their language, in your voice.
Customers write in Arabic, switch to English halfway through, and expect a reply in minutes. Most in-house teams can cover one language well, or one shift well. Few can do both without hiring ahead of demand.
Zameel gives you a bilingual support desk that already knows how to run. We learn your products, your saved replies and your escalation rules, then work your queues as if we sat in your office. You keep the tools, the data and the customer relationship.
What is included
- Native Arabic speakers with fluent English on every shift
- Chat, WhatsApp, Instagram, email and voice
- First reply on chat in under 2 minutes, email within 1 hour in covered hours
- Works in Zendesk, Freshdesk, Intercom or your own CRM
- Quality scorecards and coaching on every agent
- A dedicated account manager and a weekly report
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 about outsourcing support
What does a customer support outsourcing team handle?
Order tracking, refunds, complaints, pre-sale questions, account issues and anything else in your support queue. We follow your policies and escalate what needs your team.
Will customers know they are talking to an outsourced team?
Not unless you want them to. Agents use your brand name, your tone and your saved replies, inside your own tools.
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.
How do we keep control of quality?
Every agent is scored against a quality scorecard, and you get a weekly report on volumes, response times and recurring issues. Your account manager joins a weekly review with you.
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.
Request a discovery call