Consider a smart lock. In the store, it is a promise: fewer keys, easier arrivals, a small domestic upgrade. At home, it becomes a sequence of questions. Will it connect? Who gets access? What happens when something goes wrong? Between the purchase and the promised convenience sits a support conversation. Zahoree CX has built its business around that awkward stretch.
The company supplies outsourced customer support for growing technology and technology-enabled businesses. People answer questions; software helps them find answers; managers examine what those conversations reveal. Its proposition is particularly relevant when a product needs explanation before it becomes useful. Selling the device is one transaction. Helping someone become comfortable with it is a longer assignment.
- Managed customer support, with software built around the work.
- Virtual Teams runs the operation; ZWingman assists the agents.
- The opportunity: turn recurring questions into fewer recurring problems.
A software company discovers the other end of the phone
Founder and CEO José Antonio González came to this work through software. In a public podcast interview, he described selling website and e-commerce tools through an international network of internet consultants. Supporting those users meant dealing with technical questions across places and languages. His later time in Silicon Valley brought him closer to startups wrestling with the operational consequences of growth.
That experience helped redirect the business. Zahoree traces its roots to Mexico in 2000, added technology support outsourcing in 2008, and relaunched as Infolink-exp in 2012 with a customer journey support methodology. It specialized in IoT and smart technology in 2016. By 2019, it had expanded into Europe and launched CX analytics. In 2023, Infolink-exp adopted the Zahoree name and launched Virtual Teams.
The sequence matters. Analytics grew out of running support operations. The company had already spent years dealing with the messy relationship between a technical product and its user before packaging tools to examine that relationship.
Three jobs, one support operation
Zahoree Virtual Teams brings recruiting, training, operations management, and performance visibility into a managed platform. A client can assemble a support team, track its work, and work with CX strategists on improvements. The accompanying CX Academy offers more than 20 online courses. This is a service business with its own software infrastructure, a useful distinction for buyers deciding how much daily management they want to retain.
ZWingman is the AI layer. It assists agents with product information, policy details, troubleshooting, and suggested replies. It also supports simulated training interactions and management insights. Zahoree describes a multiple-model architecture, retrieval from company knowledge, and a browser extension that connects assistance to existing support workflows. The practical attraction is less hunting through separate documents while a customer waits.
The third job is organizational memory. Surveys, support cases, reviews, and behavioral data feed analysis of the customer journey. A recurring question can point toward unclear instructions; a cluster of difficult cases can suggest a product or process problem. Zahoree positions this feedback as useful to engineering, marketing, and sales, extending the value of a conversation beyond its resolution.
The smart-home clue
The customer list gives the pitch some texture. Zahoree displays brands including August, Yale, Eight Sleep, Cloudleaf, Nauto, and ThirdLove. Its homepage carries attributed testimonials from people at August, EarnUp, Nauto, Lighthouse, and Infinitus. Those are company-published endorsements, but they show the range of work Zahoree wants buyers to associate with it: connected devices, financial services, healthcare technology, and retail.
One particularly concrete example comes from August. In the testimonial, customer success director Richard Luna describes beginning with a small team and later scaling support across two Zahoree call centers. The interesting detail is the continuity: an outsourcing relationship can change size while retaining an understanding of the product and its customers.
For e-commerce clients, the work includes order tracking, returns, exchanges, subscriptions, loyalty programs, and pre-sales guidance. Zahoree also offers demo rooms where agents can show a product and explain its features. A support business with a demonstration room has grasped something useful: sometimes the shortest route to understanding is showing someone what the object does.
Buying capacity, buying judgment
The managed-service plans make the commercial model tangible. StartUp begins at one or more dedicated agents with 16-by-five coverage. ScaleUp starts at five or more agents and offers round-the-clock coverage; Venture and Enterprise begin at 20 and 50 respectively. The tables advertise more than 15 language options. Prices are quoted to the buyer, with different combinations of shared resources, dedicated specialists, and add-ons.
For a prospective customer, the meaningful comparison is the full operating burden. An internal team needs recruiting, schedules, training, quality assurance, tools, and managers. A staffing arrangement can supply people while leaving much of that work with the buyer. Zahoree sells the coordinated operation, including its platform and specialist input. Whether the bundle earns its price depends on the work the client needs performed.
Its geographic setup supports that proposition. The company lists operations in Mexico and Spain alongside global virtual teams. Its European center opened in Málaga in 2019. Native-language support and regional familiarity matter when instructions, expectations, and conversational habits vary across markets.
Dedicated-agent starting thresholds. Plans are quote-based.
A ticket should leave something behind
Zahoree appeared on the Inc. 5000 at number 2,620 in 2024, following appearances under its earlier identity. That recognition establishes a growth record; it does not settle how a particular engagement will perform. The more useful buying questions concern resolution quality, repeat contacts, customer satisfaction, and what the organization actually changes after reviewing the data.
The company’s September 2026 guidance puts a practical limit on automation: prepare the knowledge base, audit workflow friction, and keep human help available for complex cases. The implication for buyers is straightforward. Outdated policies and unresolved product defects can survive an outsourcing contract. An AI assistant needs reliable material, and a feedback dashboard needs someone empowered to act.
“AI is powerful, but you can’t just leave it to its own devices.”
José A. González / April 2025 company announcement
There is a lesson here that a smaller business can copy immediately. Pick a recurring support problem. Trace it to the moment the customer became stuck. Change the instruction, training, or product behavior behind it, then watch whether the question returns. Zahoree has built teams and technology around that loop. Its appeal rests on making each conversation useful twice: once for the customer, and again for the company.