The UAE is one of the most international markets in the world. A single business in Dubai or Abu Dhabi may serve Emirati families, expatriates from dozens of countries and tourists in the same day. Online customer service has to keep up with that variety.
Speed is expected
Customers are used to instant messaging and fast service. An enquiry left unanswered for a day is often already lost to a competitor.
Instant answers to routine questions, and quick follow-up on requests, set a business apart.
Arabic and English, and many more
Arabic and English are the baseline. Many customers are more comfortable in Hindi, Urdu, Malayalam, Tagalog, Russian or another language.
An assistant that replies in each customer's language, such as Selo Assist, makes all of them feel served without hiring for each language.
Evenings and weekends matter
Many people research services after work, late in the evening. The UAE weekend for government and many companies is Saturday and Sunday, but plenty of businesses keep their own schedules.
Make sure your website states your hours clearly, and that enquiries outside them still get an answer.
Plan for Ramadan and holidays
Working hours change during Ramadan and around public holidays, and customers ask about them. Update your hours and add a note for the period, so your website and assistant give the right answer.
Mobile first
Most browsing happens on phones. A chat that works well on a small screen, without covering the page, is essential.
