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

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.