FAQ
Straight answers about how CX outsourcing works, when it makes sense, and how AzaCX does it.
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.
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.
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.
Email, live chat, WhatsApp, voice calls, social media inboxes (Instagram, Facebook, X) and web forms. Every channel is handled to the same agreed standards.
Yes. AzaCX serves businesses in Kenya and internationally. What matters is that you have customers to look after and want a reliable partner to help run or improve that support.
No. We work inside the tools you already use, such as Zendesk, Gorgias, Freshdesk, Intercom, HubSpot or Shopify, so you keep full ownership of your data and customer history.
AI is an add-on chosen for each client's needs, not one fixed system. It can classify tickets, answer repetitive questions, suggest replies to agents, check quality and draft reports. People always handle complaints, sensitive cases and anyone who asks for a person.
We agree the KPIs that matter in your SLA, typically First Response Time, Resolution Time, First Contact Resolution, CSAT, SLA attainment and cost per contact. We also co-create extra KPIs based on your SOPs and the gaps we find.
After discovery and agreement, we prepare, recruit and train, test, then go live with a pilot before reaching steady state. The timeline depends on your volume, channels and systems, and we agree it with you upfront.
Yes. A CX Audit benchmarks your current operation, in-house or outsourced, against a standard framework and gives you a ranked, evidence-based list of gaps and what to fix first.
We work under a data processing agreement, follow Kenya's Data Protection Act, keep each client's data separate, and only access the systems agreed in the contract.
2-minute CX check
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.