Case Studies / Multilingual Customer Support Outsourcing Gets Sweett to 30-Minute Email Replies

Case Study

Sweett

Multilingual Customer Support Outsourcing Gets Sweett to 30-Minute Email Replies

By Olha Horobets, Senior Service Delivery Manager

For companies that need 24/7 multilingual support

Updated on August 17, 2026

Multilingual Customer Support Outsourcing Gets Sweett to 30-Minute Email Replies

Services

Tailored Hiring
Covering Several Languages
Adjusting Team's Size

About the Company

Location

Global
Language

French, English, Spanish, Arabic, Hebrew

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.

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

Sweett

Challenges

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 gap

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.
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.

Support in customers' native language

Stronger brand trust, faster issue resolution, and higher CSAT.

Learn More

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.

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