Case Study
Sweett
Multilingual Customer Support Outsourcing Gets Sweett to 30-Minute Email Replies
For companies that need 24/7 multilingual support
Updated on August 17, 2026
Services
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Tailored Hiring
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Covering Several Languages
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Adjusting Team's Size
Tags
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24/7
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B2C
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Multilingual
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Omnichannel
About the Company
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Location
Global
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Language
French, English, Spanish, Arabic, Hebrew
Sweett
"Scaling up or down, changing the language mix, approving new roles — with SupportYourApp, all of that is easy. That's exactly the kind of flexibility we need from a support partner."
Josef Pinto
Care and Support Manager at Sweett
Challenges
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Scaling the team and language coverage
As customer volume grew, more agents were needed to cover French, Spanish, English, and Arabic simultaneously.
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Late-night and emergency support gap
Customers needed help 24/7, including late-night emergencies.
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Finding multilingual agents willing to work on-site
Since agents processed card data, roles had to be office-based, narrowing the pool of multilingual candidates.
Solution
24/7 Multilingual Support Outsourcing for Sweett
Rather than applying a standard template, the team adapted to Sweett's needs at every stage: shifting language coverage and team structure as the business evolved. This is what it looked like in practice.
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Building a 24/7 multilingual team
12 agents covering email, chat, and voice channels in French, English, Spanish, and Arabic.
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Adjusting the team over the years
Over time, we adjusted the team size and language coverage based on data, adding Hebrew and later prioritizing Spanish, French, and English, to keep the team focused and cost-effective.
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Assigning a dedicated Team Lead
The Team Lead handled all onboarding, KPI tracking, and quality reporting.
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Finding office-based agents for PCI DSS-compliant operation
Office-based while card data was processed; went fully remote once that requirement was lifted.
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Grew the team beyond support into Sales
We added a Lead Generator/SMM Specialist in August 2021; two agents moved to Sales in June 2022. Now there are three Sales reps on the team.
Results
30minutes
Average email reply time vs. a 90-minute SLA target
6months
Time to exceed SLA from implementation
6+years
Continuous partnership since October 2019 and still growing together
In January 2026, Sweett ended their cooperation with their second support provider and chose SupportYourApp as their sole partner.
Olha Horobets
Senior Service Delivery Manager
Olha is a Senior manager with an extensive CS background, leading teams of 25 people at a time. Having been more than 6 years in the company, Olha's project management experience helps her to maintain a high quality-service for all her clients. She has great interest in music and psychology, and a passion for self-education especially in the field of mental well-being.
Posted on July 1, 2026
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