Sweett is a hospitality company offering over 1,000 curated apartments and boutique hotels across major cities in Europe and the Middle East. Their properties blend local character with modern comfort, attracting travelers looking for a stay that feels less like a hotel and more like a home.
With global guests speaking different languages, Sweett needed 24/7, omnichannel support. They turned to outsourcing multilingual customer support, beginning a partnership with SupportYourApp in October 2019 that has lasted over six years.
"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
Sweett's growth came with a support problem: more customers, more languages, and not enough hands on deck.
- Scaling the team and language coverage
As customer volume grew, more agents were needed to cover French, Spanish, English, and Arabic simultaneously.
- Late-night and emergency support gaps
Customers needed help 24/7, including late-night emergencies.
- 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.
- Building a 24/7 multilingual team
12 agents covering email, chat, and voice channels in French, English, Spanish, and Arabic.
- 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.
- Assigning a dedicated Team Lead
The Team Lead handled all onboarding, KPI tracking, and quality reporting.
- Finding office-based agents for PCI DSS-compliant operation
Office-based while card data was processed; went fully remote once that requirement was lifted.
Results
When Sweett rolled out SLAs for reply time, multilingual customer support outsourcing with us proved its worth fast: the team went from a 90-minute email response target to an actual 30-minute response in under 6 months.
- 30 min
Average email reply time vs. a 90-minute SLA target
- 6 months
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.
