IBT’s Non-Technical Customer Support Solutions

IBT delivers multilingual, omnichannel non-technical customer support that resolves routine queries, manages service requests and enhances CX – without technical complexity. Since 2009, we’ve handled 100M+ interactions for 1,000+ clients across retail, banking, healthcare and government. Whether it’s order tracking, billing, product inquiries, or account support, our 24/7 SLA-backed teams deliver empathetic, accurate and brand-aligned service that builds loyalty and drives satisfaction.

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what we offer

Tailored Non-Technical Customer Support Services

IBT’s non-technical customer support services are designed for businesses that demand clarity, consistency and care in every interaction. From account assistance and billing inquiries to order tracking and feedback handling, our multilingual teams operate 24/7 across voice, chat, email and social. Backed by 16+ years of BPO excellence, we deliver seamless, SLA-driven support that reduces churn, improves CSAT and builds trusted, long-term customer relationships at scale.

Why Outsource

IBT’s Focus as Leading Non-Technical Customer Support Firm in Dubai, UAE!

Since 2009, IBT has helped over 1,000 enterprises redefine customer care through expertly managed, non-technical support solutions. From retail and banking to healthcare and government, our SLA-driven, multilingual teams provide fast, accurate assistance that improves customer satisfaction and reduces churn. With 100M+ customer support interactions handled, we deliver empathy-led service across channels – chat, email, voice and social – while ensuring 99.8% uptime, cultural fluency and fully localized compliance. Whether resolving billing inquiries or managing post-sale questions. IBT becomes an extension of your brand – consistently, securely, and at scale.

100M+ Customer Interactions

97% Call Satisfaction Rate

8/10 Calls Solved on 1st Call

Opt Dubai-Based Non-Technical Customer Support with IBT

IBT’s Dubai-based service centers provide localized, SLA-driven non-technical support for businesses across the Middle East. With over 2000+ multilingual agents, 99.8% infrastructure uptime and deep cultural fluency, we deliver consistent CX aligned with UAE’s compliance, language and service expectations. From telecom to retail, IBT empowers brands with round-the-clock customer support that’s fast, personal and tailored for the region – trusted by leaders like Burger King and major government entities.

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160

Years of
Experience

10000

trusted
clients

13000

SUCCESSFULLY
PROJECTS

1000

Million
Interaction

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Proven Benefits of Outsourcing Non-Technical Support to IBT

IBT enables businesses to scale customer service without inflating overhead. Our non-technical support teams handle high-volume, multilingual interactions across chat, email and voice – resolving billing queries, product concerns and general account support with empathy and speed. With over 1,000 completed projects and 100M+ resolved tickets, IBT ensures compliance, consistency and uptime across the GCC. Clients benefit from reduced workload, improved CSAT and 24/7 availability – all while maintaining brand voice and delivering smooth, human-centric experiences that strengthen loyalty and lifetime value.

Cost-Efficient Operations

IBT helps reduce staffing, training, and infrastructure costs by outsourcing non-core support - delivering full-scale customer engagement without the financial burden.

Increased CSAT and Loyalty

Timely, polite and resolution-focused communication keeps customers satisfied. Our proactive service reduces churn and reinforces customer loyalty, even in high-touch industries.

Localized, Multilingual Support

Serve customers in their preferred language and tone. Our Arabic-first and culturally aware agents help brands resonate with regional audiences across the UAE, KSA and beyond.

Consistent Brand Experiences

Our agents follow custom workflows, tone guides and knowledge bases, ensuring that every customer receives brand-aligned support, regardless of channel or time zone.

Faster Query Resolution

We streamline ticket handling using smart routing, FAQs, and frontline-trained agents to deliver accurate responses within minutes - without complex technical escalation.

Always-On Service Delivery

With round-the-clock availability, IBT ensures your brand remains responsive 24/7 - even during holidays, surges, or after-hours - keeping customer satisfaction.

what we offer

Non-Technical Customer Support for Numerous Industry

IBT delivers industry-adapted non-technical customer support for sectors including retail, eCommerce, hospitality, healthcare, education, telecom and government. From managing high-volume billing inquiries to resolving general account issues, our agents are trained in domain-specific workflows and multilingual engagement. With 16+ years of regional expertise, we help organizations enhance CX, improve retention and streamline front office operations without the need for in-house teams or complex escalation structures.

Government

Multilingual, secure support with compliance-first workflows built for citizen engagement and public service efficiency.

Real Estate

We simplify lead handling, virtual support and onboarding for keeping property managers focused on closing deals, not admin.

Food & Beverages

Customer care outsourcing that boosts guest experience, order tracking and back-office accuracy, without eating into your margins.

Events & Exhibitions

Remote staffing, attendee support and ticketing operations handled end-to-end so your events run without hiccups.

Automobile

After-sales service, inbound queries and lead management made smooth, helping dealerships sell more, while we support behind the scenes.

Healthcare

HIPAA-compliant patient care, claims and virtual reception handled with sensitivity, speed and zero margin for error.

Hospitality

24/7 multilingual guest support, reservation help and feedback handling that upgrade guest experiences, even before check-in.

Consulting & Professional Services

Time tracking, helpdesk and task support that free up consultants to focus on what they do best.

Banking &
Fintech

We process KYC, manage secure data and deliver omnichannel customer care that builds trust with every click.

Education

From student admissions to inquiry handling, our BPO support boosts admin capacity and improves student satisfaction.

Insurance

Claims, verification and customer support services that reduce delays, improve turnaround and elevate policyholder confidence.

Retail

Omnichannel assistance, order tracking and product queries managed seamlessly - so your customers shop happy and return often.

Technology & Telecom

IT support, infrastructure monitoring and ticket resolution built for scale, uptime and service excellence.

FMCG

Inventory support, distributor coordination and customer helplines help manage volume and maintain service quality.

Entertainment

Fan support, subscription management and digital experience assistance improve audience engagement and retention.

Manufacturing

Vendor communication, order processing and remote helpdesk support boost operational flow and production efficiency.

Projects Done

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.

Order Errors For A Leading Food Chain 1000x600

Reducing Order Errors for a Leading Food Chain

Elevating Customer Care for a Top E-Commerce Brand

Building Loyalty and Retention for a Retail Group

Transforming Citizen Engagement 1000x600

Transforming Citizen Engagement for a Government Sector

IBT’s Non-Technical Customer Support FAQs

What is considered non-technical customer support?

Non-technical customer support covers service-related queries that don’t require IT troubleshooting. This includes order status, billing issues, refunds, product information and account management. IBT’s trained agents handle these interactions across chat, email, and voice - resolving concerns quickly and professionally. This form of support is crucial for sectors like retail, banking, hospitality and telecom where personalized, efficient service can directly impact satisfaction, retention and revenue.

What channels does IBT use for non-technical support?

IBT provides seamless non-technical support across:

Inbound and outbound call centers
Live chat and web messaging
Email ticketing systems
WhatsApp and social media platforms

These omnichannel touchpoints are unified through CRM integrations and agent training to ensure every customer gets consistent, brand-aligned service - no matter where the conversation begins or ends.

Can IBT handle high-volume customer inquiries?

Yes, IBT is built to scale. With 2000+ agents across Dubai and regional hubs, we manage large volumes of non-technical interactions - especially during seasonal spikes, marketing campaigns, or crisis-driven surges. Our cloud-based systems, AI-powered triage and flexible staffing models ensure that every inquiry is logged, prioritized and resolved promptly. Clients experience reduced wait times, better first-response rates and stronger customer satisfaction as a result.

How does IBT ensure brand consistency in support delivery?

IBT creates custom SOPs, tone-of-voice guidelines, escalation flows and knowledge bases for every client. Agents are trained not just in processes but also in your brand language, CX philosophy and customer personas. We conduct regular QA reviews and client syncs to ensure that every email, call, or chat reflects your brand values. With this tailored approach, customers receive consistent service that feels internal, not outsourced.

What are the data security measures for customer support?

IBT follows enterprise-grade protocols, including:

ISO 27001-certified data environments
Role-based agent access and encryption
GDPR-aligned privacy workflows
Secure CRM and API integrations

These measures ensure that all customer records, communications and account details remain confidential and compliant. Whether you’re in finance, government, or healthcare - data is protected every step of the way.