Bilingual Customer Service Outsourcing

We support your customers in English and Spanish by phone, chat and email. We combine a team trained in your product with automation and AI to handle repetitive questions and provide human attention where it is needed.

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AI for repetitive tasks, people for decisions that need judgment

Automation can answer frequently asked questions through chat, email or WhatsApp 24/7 and hand conversations over when human attention is needed. Our team is trained in your product and follows your company’s procedures to handle exceptions. For example, a routine enquiry can receive an automated answer, while a complaint that requires a review of the circumstances is passed to the team. Automated responses around the clock and human team coverage are separate: human support follows the agreed service hours.

How do we get started?

First, we review the enquiries you receive, the channels you use and the hours you need covered. We then define the scope, train the team in your product and identify which tasks can be automated and when a person should step in. During service delivery, we follow up on requests and review processes to keep customer support consistent with your business.

Why UVteam?

Our staff work in English and Spanish, cover your business hours from Bogotá and maintain minimal team turnover. We combine human support with automation and offer flexible rates and guaranteed staff replacements. Our customer service and back office services are covered by ISO 9001 and ISO/IEC 27001 certifications for quality management and information security.

Services included