Customer Experience (Cx) & Support

At Orbital Remote Services, we don’t just answer calls and emails – we build relationships. Our CX solutions are designed to increase retention, improve lifetime value, and turn every interaction into a positive brand memory. Based in Nairobi, we leverage Kenya’s natural empathy and strong service culture to deliver support that feels authentic, not robotic

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1 %

Customer Satisfaction

1 %

Languages Supported

1 %

Savings compared to inhouse

What We Offer

Transform Your Customer Service from a Cost Center to a Loyalty Driver

Omnichannel Support

Your customers expect to reach you on their preferred channel. We handle voice calls, email tickets, live chat, WhatsApp, Facebook Messenger, and even Twitter DMs – all from a single, integrated dashboard. Seamless handoffs mean a customer can start on chat and move to phone without repeating themselves.

24/7 Helpdesk & Technical Support

Our agents work round‑the‑clock (UTC+3 time zone) to cover your after‑hours, weekend, and holiday volumes. For tech companies, we provide Level 1 and 2 troubleshooting, password resets, and basic configuration guidance – reducing escalations to your internal engineers.

First Call Resolution (FCR) Optimization

We are obsessive about solving issues on the first contact. Through continuous training, knowledge base updates, and quality monitoring, we consistently achieve 75%+ FCR rates. Lower handle times, fewer repeat contacts, and happier customers.

Why Choose Orbital for CX?

Our customer support model is built around an empathy-first approach, with agents trained in active listening and emotional intelligence to deliver meaningful customer interactions. Through real-time dashboards, clients can monitor queue lengths, wait times, and agent performance live for complete operational visibility. We also provide scalable team solutions, enabling businesses to expand from 2 to 50 agents in under two weeks to meet seasonal or operational demand spikes. Combined with a 40%+ cost advantage compared to US or European in-house teams, this creates a highly efficient and customer-centric support solution.

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