Retail & E-commerce
Gdansk, Poland
10–20 agents
2025
Managing customer support across Europe means handling requests in French, German, Polish, Dutch, Swedish and dozens more. For a pan-European retail chain operating across multiple markets, email-based customer service had become a critical operational challenge: too many languages, too many inquiries, not enough infrastructure to handle them consistently.
Since 2025, Armatis has operated a dedicated multilingual customer support hub from Gdansk, Poland, one of Europe’s leading talent pools for multilingual profiles. A team of 10 to 20 agents handles the full scope of written customer inquiries across 40+ languages, using AI-assisted translation technology to maintain quality, tone consistency, and brand alignment at scale.
The result: 95% customer satisfaction achieved by the end of the second month of operations.
Delivering high-quality written support in dozens of languages with a small, agile team. Not machine translation. Not approximations. Real, contextually accurate communication that reflects the brand’s tone.
Maintaining accuracy and brand alignment across translated content at scale. One wrong word in a return policy explanation can become a customer complaint.
Achieving high customer satisfaction from day one of operations, not after a 6-month ramp-up. The client had zero tolerance for a slow start.
Designing tailored onboarding processes, training materials, and workflows with no existing template to work from. Every workflow had to be co-created with the client’s teams from the ground up.
A dedicated team in Gdansk handles the full scope of written customer support across Europe. The operation runs entirely on email, a channel that demands precision, tone consistency, and fast turnaround.
Armatis’ in-house contextual translation tool preserves tone, handles brand-specific vocabulary, and adapts to the cultural context of each market. Agents work with AI, not around it.
Nothing was templated. Armatis worked directly with the client’s teams to build customized training materials, quality guidelines, and escalation workflows from the ground up.
Agents were selected and trained to work fluidly across languages using Armatis’ translation infrastructure, combining human judgment and AI efficiency.
Volume spikes during sales, product launches, and holiday periods can be absorbed without quality drops, thanks to a flexible resourcing structure.
High standards met consistently. No excuses, no approximations, continuous attention to quality levels.
People who know the brand, know the processes, and deliver consistently. Stability is the foundation of multilingual quality.
40+ languages requires intelligent process design, the right technology, and agents who navigate cultural nuance. That is Armatis’ core expertise.
Co-ownership of process design and training accelerated time-to-quality and created shared standards from day one.
As the client grows into new markets, the operation can follow. New languages, new markets: the infrastructure is already in place.
Every interaction reflects the brand. Consistency across 40+ languages is the product. Armatis treats it as such.
Whether you’re managing a multilingual operation, navigating a rapid expansion, or simply need a partner who can keep up with your standards, Armatis builds the team and the infrastructure to make it happen.
Join the leaders who trust our multilingual and technological expertise.
