Live Chat Outsourcing in Dubai, 16+ Years of Live Chat Support
We’ve been running live chat teams here since 2009, before most businesses in Dubai even offered it. Sixteen years. More than 1,000 projects delivered. Over 30 million chats handled. 92% of them solved on the first contact. Our 2000+ agents respond in under five seconds, every time, without scripts that sound like scripts. We blend AI tools with actual human judgment so that your customers get quick, accurate answers that feel personal – even at 3 A.M.
Trusted by the top enterprises
Tailored Live Chat Outsourcing Services Offered by IBT!
Live chat isn’t a side channel for us, it’s a core part of how our partners win customers. We run multilingual chat teams out of Dubai that can sell, resolve and retain – all in real time. From the first “hello” to the last follow-up, every interaction is tracked, measured and improved. Over the years, our approach has lifted conversion rates by double digits for clients across retail, hospitality and services. It’s not guesswork. It’s a process we’ve refined in the UAE market for 16 years.
IBT’s Focus as Leading Live Chats Outsourcing Firm in UAE, Middle East!
IBT: No 1 BPO Company in Middle East, provides end-to-end call center solutions to boost customer experiences. With over 16 years of experience, millions of calls handled and 1000+ professionals on our team, we deliver best in class service across all industries so your business can succeed in today’s competitive world. Our technology and data driven approach allows us to provide customized solutions that drive customer satisfaction & business growth.
100M+ Customer Interactions
97% Call Satisfaction Rate
8/10 Calls Solved on 1st Call
Opt Dubai Based Live Chat Outsourcing Services from IBT!
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Benefits of Outsourcing Live Chat Needs to IBT!
When you partner with IBT; You’re not just hiring chat agents, you’re plugging into 16+ years of UAE market experience, 30M+ chats handled and a team that answers in under 5 seconds, 24/7. With 92% first contact resolution, SLA adherence above 98% and measurable boosts to conversion rates, we turn every interaction into a revenue opportunity while protecting your brand reputation.
AI-Assisted Chat Routing
24/7 Multilingual Support
Omnichannel Integration
From website chat to WhatsApp, Instagram DMs, and email, every message is tracked in a single dashboard. Customers never repeat themselves, SLAs stay intact and your reporting shows the full ROI of every interaction.
Proactive Website Messaging
We don’t wait for visitors to ask, "We start the conversation." Using behavior triggers and chat analytics, we’ve helped e-commerce and service brands in Dubai lift on-site conversions by 12-18% within the first quarter of partnership.
Lead Qualification
Every chat is mapped to your CRM in real time, tagged with lead quality scores, and followed by instant alerts for hot prospects. This process has reduced lead response time by 60% for our clients and improved closure rates.
SLA and KPI Performance
Industries We Served as a Live Chat Partner Across UAE!
We’ve been the live chat team behind luxury retailers who can’t afford to miss a sale, government portals that can’t miss an SLA, and service businesses where every second is billable. Over 1,000 UAE-based projects later, we know the seasonal rush of Dubai retail, the urgency of real estate leads and the precision required in hospitality guest services. Our role is simple; Keep every conversation fast, accurate and in line with your KPIs.
Our Latest Projects
We are specialists in both economics and information technologies and we apply our full range of talent to creating the perfect solution for each client’s needs.
IBT’s Live Chat Outsourcing FAQs
How does IBT’s Live Chat Outsourcing Service Deliver Results?
We don’t just answer chats - we run them like a business growth engine. Our agents reply in under five seconds and 92% of conversations are wrapped up in that very first exchange. Every single chat is logged, tagged and measured against your SLAs so nothing slips. It’s how we’ve turned one-time site visitors into repeat buyers for over 1,000 UAE projects.
What KPIs Does IBT Focus on for Live Chat?
We measure what moves the needle for you, not vanity metrics. SLA compliance stays above 98%. First contact resolution? 92%. Abandoned chats? Under 3%. And we don’t hide the numbers - you see them live in your dashboard. When those KPIs rise, so does revenue, repeat business and brand trust.
When Should You Partner with a Live Chat Outsourcing Provider?
If you’re missing leads after hours, juggling too many channels, or losing customers to slow replies, you’re ready. We deploy trained Dubai-based agents in days, scale without downtime and handle seasonal spikes without the chaos. It’s the fastest way to keep conversions steady while protecting your customer satisfaction scores year-round.
How Does IBT Handle Chat-to-Call Escalations?
When a conversation needs a voice, it’s a smooth handoff. Often, the same agent jumps on the call - keeping context, tone and rapport intact. That’s why our chat-to-call first contact resolution holds at 90% or higher. Customers don’t repeat themselves and your brand feels sharp from start to finish.
Can IBT’s Live Chat Agents Manage Multiple Channels at Once?
Yes, and without the “channel chaos” most teams struggle with. We pull web chat, WhatsApp, Instagram DMs, and email into one screen. Customers can start in one, switch to another and never have to explain twice. SLAs stay intact and you get a full picture of engagement across every touchpoint.
What is Included in IBT’s Live Chat Outsourcing Services?
- 24/7 multilingual coverage (Arabic, English and more)
- AI-assisted chat routing with human verification
- CRM integration for every conversation
- Proactive website messaging to lift engagement
- SLA-backed complaint handling and escalation
These components work together to reduce handling times, lift conversion rates and ensure that no customer interaction slips through the cracks.
How Does IBT Handle Chat-to-Call Escalations?
When a conversation needs to move from chat to voice; We do it instantly, without losing context. The same agent often takes the call, maintaining rapport & efficiency. This is why our chat-to-call escalations still maintain over 90% first contact resolution. Customers only explain themselves once and your brand looks consistently professional at every touchpoint.
