Customer experience outsourcing · Nairobi, Kenya
Seamless support.
Unmatched service.
AzaCX helps businesses build genuine connections with their customers through exceptional support and operational excellence. We blend skilled Kenyan talent with proven process and AI where it helps, so every interaction builds loyalty and trust.
2-minute CX check
Do you need CX support?
Answer a few quick questions about how your customer service runs today. We'll tell you whether you need outsourcing, help strengthening your own team, an audit, or nothing yet.
Outcomes over activity
Answered isn't the same as resolved.
Closing tickets fast means little if customers keep coming back. We agree the KPIs that matter in your SLA, report on them every week, and co-create extra KPIs from your SOPs and the gaps we find.
First Response Time
How long a customer waits for the first real reply, not an auto-responder.
Resolution Time
How long it takes to fully solve the issue.
First Contact Resolution
Issues solved without the customer having to come back.
Customer Satisfaction
How happy customers are right after each contact.
SLA attainment
Contacts answered and resolved inside the agreed target.
Cost per contact
What each interaction costs, so savings are visible.
What we do
We run your customer support. You keep your brand.
Your customers see your name. Our trained Kenyan team answers them inside your tools, following your SOPs, across every channel they use.
- Live chat
- Voice
- Social media
- Web forms
Dedicated team
Agents who work only on your brand, inside your tools, following your SOPs. Best for steady, meaningful volume.
Shared team
Trained agents who cover your queues alongside a small number of other clients. Best for lower or changing volume.
CX Enablement
We train, coach and set up QA for your own team, so you get better service without outsourcing it.
CX Audit
An evidence-based review of your current support, in-house or outsourced, with a ranked list of what to fix first.
Human + AI
AI carries the repetitive load. People handle what needs a person.
AI is an add-on we tailor to your operation, never one system for everyone. And any customer can reach a person, at any point.
- 1Customer reaches outEmail, chat, WhatsApp, voice or social
- 2AI sorts and assistsClassifies, answers repetitive questions, drafts replies
- 3People take overComplaints, sensitive cases and judgement calls
- 4Resolved and measuredEvery KPI tracked and reported to you
AI add-ons we tailor to you
- Ticket classification
- Automated answers
- Agent co-pilot
- QA automation
- Knowledge management
- Automated reporting
What always stays human
- Complaints and emotional conversations
- Sensitive cases such as fraud, bereavement, legal threats and VIP accounts
- Judgement calls and policy exceptions
- Any customer who asks for a person, at any point
How we work
From first call to steady improvement.
- 01
Discovery
We learn your business, volumes, channels and what is frustrating your team.
- 02
Assessment
We find the real gaps in response times, escalation, knowledge and quality.
- 03
Team assembly
We design the right model, then recruit and train your team.
- 04
Implementation
We connect to your tools, write your SOPs and test before go-live.
- 05
Monitoring
We track every agreed KPI daily and report to you weekly.
- 06
Optimisation
We fix what the data shows, and automate what should be automated.
Why AzaCX
Built on real operating experience.
10+ years of BPO leadership
Our leadership has run support operations at Teleperformance and Majorel.
Local understanding, global standards
A Nairobi team delivering international service quality with cultural fluency.
Quick onboarding
Minimal ramp-up, structured training and early, measurable impact.
Your tools, not ours
We work inside your helpdesk, CRM and commerce systems.
Sounds like your brand
Your customers see your name. We protect your reputation in every reply.
Scales with you
Add channels, hours or agents as your volume grows.
We work inside the tools you already use
- Zendesk
- Gorgias
- Shopify
- Freshdesk
- Intercom
- HubSpot
- Convoso
- WhatsApp Business
- X
Questions
Common questions about CX outsourcing.
What is customer experience (CX) outsourcing?
CX outsourcing means a specialist partner runs part or all of your customer support for you. AzaCX agents answer your customers in your brand name, inside your own tools, to response and quality targets agreed in a contract.
How do I know if my business needs CX outsourcing?
Common signs are slow first replies, a growing backlog, negative reviews about service, a founder or sales team answering support, rising support costs, or a need for longer hours or 24/7 cover. Our 2-minute CX check on the home page tells you whether you need outsourcing, help improving your own team, an audit, or nothing yet.
Why outsource customer support to Kenya?
Kenya has a large, well-educated, English-speaking workforce, strong telecoms infrastructure and a time zone that overlaps with Europe, the Middle East and Africa, and covers North American mornings. Businesses get skilled agents and longer coverage at a lower cost than hiring locally.
Which channels does AzaCX support?
Email, live chat, WhatsApp, voice calls, social media inboxes (Instagram, Facebook, X) and web forms. Every channel is handled to the same agreed standards.