Customer service outsourcing in Egypt, inside your own helpdesk.
Arabic and English support on email, chat, WhatsApp, social, and phone. Your tools, your tone, your escalation rules, with a CTL team lead and QA on every team.
Email, chat, WhatsApp, phone
Zendesk, Freshdesk, Intercom, and more
As standard
CSAT, response, resolution
Channels we cover
Email and ticket queues
Structured replies from your macros and knowledge base, with clear escalation rules.
Live chat
Fast first responses on your website and app, with handover to specialists.
WhatsApp and social
Replies on WhatsApp Business, Instagram, and Facebook inbox, in Arabic and English.
Phone support
Voice support for customers who need it. See call center outsourcing in Egypt.
Returns and refunds
Return approvals, refund processing, and follow-up with warehouses and couriers.
Reviews and moderation
Responding to reviews and keeping community spaces clean.
Built for the way your support runs today
Your team works inside your helpdesk and follows your macros, tone, and escalation paths. We work with the tools you already use, including Zendesk, Freshdesk, Intercom, Gorgias, HubSpot, and Salesforce Service Cloud.
Before launch we document your top contact reasons, write or update the macros for them, and agree which cases stay with your in-house team. That document becomes the training base for every new agent.
Customer service outsourcing in Egypt suits companies that serve customers in Europe, the Gulf, or both, and need Arabic and English support from one team.
Industries we support
E-commerce and retail
Order questions, delivery issues, returns, and marketplace messages.
SaaS and technology
Onboarding help, how-to questions, and L1 troubleshooting.
Travel and hospitality
Booking changes, cancellations, and supplier follow-up.
Fintech and payments
Account questions and transaction queries, under documented controls.
The KPIs we report on
First response time
How fast the first reply goes out on each channel.
Resolution time
Time from first contact to a solved case.
CSAT
Customer rating after a case is closed.
Reopen rate
Share of cases that come back, a check on real resolution.
Backlog
Open cases and their age, reported daily.
QA score
Scored sample of replies against your standards.
Targets are set together during scoping, based on your current baseline, and reported monthly.
Ways to work with us
| Model | Who runs the day | Fits when |
|---|---|---|
| Dedicated staff | Your managers. We employ, equip, and support the team. | You already run a team and want more capacity. |
| Managed pod | A CTL team lead with QA. You set priorities. | You want a working team, not individual hires to manage. |
| Managed process | CTL, against an agreed service level. | Volumes are measurable and you want output, not headcount. |
| Pilot and overflow | Shared. Start small, then scale or flex. | You are testing outsourcing or covering peaks. |
Frequently asked questions
What does customer service outsourcing in Egypt include?
A team that answers your customers on email, chat, messaging, and phone, inside your helpdesk, with a team lead, QA reviews, and monthly KPI reports. You choose the channels, hours, and languages.
Can the team reply in Arabic and English?
Yes. Arabic and English are standard, including Gulf-friendly Arabic for GCC customers. Other European languages are available for specific roles and confirmed during scoping.
Do you use our helpdesk or your own?
Yours. Working in your tools keeps your data, history, and reporting in one place.
How long does it take to launch?
It depends on the number of agents, channels, and languages. After scoping you get a dated launch plan covering recruitment, training on your tools, and go-live.
What happens to cases the team cannot solve?
They follow the escalation rules we agree before launch, with named contacts and response times on your side and ours.
Related pages
Tell us about the work. We will design the team.
Send a short description on WhatsApp, or use the team builder to get a plan first.