Delivery standard
Single-view customer context across all channels with < 60-second first response on chat and < 20-second answer on voice
What this service is designed to deliver when deployed inside your workflow.
Digital Customer Experience (CX)
Omnichannel Support Outsourcing for UK Companies.
Your customers expect answers on voice, chat, email, and social — simultaneously. Build a unified support operation from Nairobi across every channel, with shared context and sub-60-second response times, from £8,400 per agent per year.
9:00–18:00 UK time (GMT+3)
|EOR or Managed Services
|7–14 days from signed agreement
Overview
What is Omnichannel Support?
Omnichannel support outsourcing consolidates your voice, live chat, email, and social media customer service into a single team that shares context across channels. Treba deploys agents in Nairobi who work inside your unified helpdesk (Zendesk, Freshdesk, Intercom, or Gorgias) so a customer who starts on chat and follows up by phone gets the same agent — or at minimum, the same context — without repeating themselves.
Typical client
UK ecommerce brands, SaaS companies, and consumer fintechs running fragmented support across 3+ channels with inconsistent response times and no shared customer context between them
At a glance
How Treba delivers.
The operating facts behind omnichannel support: delivery standard, team shape, and compliance model.
Typical team size
4–20 agents per client, blended across voice, chat, and email based on channel volume mix
Scaled to project load and pipeline.
Compliance model
UK GDPR aligned — IDTA framework
Legal and data-transfer structure for the engagement.
UK loaded cost
£36,312/yr
Customer Support Agent
The challenge
Why UK companies struggle with omnichannel support.
Most UK businesses didn't plan for omnichannel — they bolted on live chat to an existing phone team, then added social media as a separate function, and now email sits in a shared inbox nobody owns. The result: a customer emails about a billing issue, gets no response in 24 hours, calls in, and has to explain everything again. Your chat team resolves a complaint, but the phone team reopens the same case two days later because the systems don't talk to each other. Each channel has different SLAs, different staffing, and different quality standards. Support costs rise because duplicate handling across channels inflates ticket counts by 20–30%. Meanwhile, your CSAT scores stagnate because customers judge you on the worst channel experience, not the average.
Outcomes
What you'll achieve.
See the shift from UK in-house benchmarks to Treba delivery outcomes.
Outcome
First Response Time (Chat)
UK in-house
2–5 minutes (fragmented teams)
With Treba
< 60 seconds
Outcome
Duplicate Ticket Rate
UK in-house
20–30% (siloed channels)
With Treba
< 5% (unified view)
Outcome
Cost Per Agent (Blended)
UK in-house
£36,312/yr (loaded)
With Treba
£8,400/yr (loaded)
Capabilities
What we deliver.
Voice + Chat Blended Agents
“One agent, multiple channels, zero context loss.”
Email & Ticket Queue Management
“Clear your email backlog and keep it clear.”
Social Media Customer Service
“Respond to public complaints before they become PR problems.”
Meet Your Next Hire
“I lead a team of 8 blended agents handling voice, chat, and email for a UK subscription box brand. After we unified their channels in Zendesk, duplicate tickets dropped from 26% to 4% and their CSAT went from 78% to 91% in three months.”
LN
Linda N.
Omnichannel Support Team Lead
Education
BSc Business Administration, United States International University (USIU-Africa)
Certification
Zendesk Suite Administrator, ITIL Foundation Certified
Experience
3–7 years in omnichannel support roles
Economics
UK loaded cost vs Treba.
Fully loaded comparison — Treba cost includes salary, Nairobi office, equipment, IT infrastructure, and full compliance. No hidden fees.
Save 79%
Remote from Nairobi
Content Moderator
Pre-vetted · Interview in 48hrs · Start in 7 days
UK Cost
£37,452
Treba Cost
£7,800/yr
You Save
£29,652/yr
How it works
How we deliver omnichannel support.
01
Discovery Call
Scope, volume, tools, compliance requirements. 1–2 days.
02
Talent Selection
Pre-vetted candidates matched to your brief. 3–5 days.
03
Tech & Compliance Setup
VDI/VPN access, NDA execution, DPA signing. 2–3 days.
04
Nest Training
2-week onboarding inside your systems with QA checkpoints.
05
Go Live
Full production. Weekly check-ins for first 30 days.
Engagement models
Two ways to work
with Treba.
Choose the model that fits your team. Switch anytime.
EOR (Employer of Record)
Managed Services
£17kAvg. annual
saving
saving
Your Treba team
James M.
KYC Analyst
Amina K.
Med. Transcriber
David O.
QA Tester
Total / yr£28,400
Compliance built in. Not bolted on.
UK GDPR + IDTA
International Data Transfer Agreement for lawful UK–Kenya data flows. Executed by legal counsel. Annual review.
Kenya DPA 2019
Modelled on EU GDPR. Regulated by ODPC. Enforceable. Equivalent protection.
ISO 27001-Aligned
Biometric access. Clean desk policy. CCTV. Network segmentation. No shortcuts.
Cyber Essentials
UK government-backed baseline cybersecurity certification. Audited annually. Public record.
Industries
Industries using this service.
Omnichannel Support outsourcing for regulated UK industries.
Related services
Explore more.
Browse all Digital Customer Experience (CX) services
View the full list of services in this pillar
FAQ
Frequently asked questions.
Keep reading
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WE ARE TREBA
Start your omnichannel support pilot today.
Save £27,912 per year with a dedicated omnichannel support team in Nairobi. Pre-vetted professionals ready in 7–14 days. UK GDPR compliant.