In today's fast-paced digital world, customer support departments and their agents face numerous challenges. They have the important task of delivering excellent service while managing a challenging mix of inquiries, complaints, and expectations. The demands are high, and the stakes are even higher.

Customer support challenges

1. Managing a High Volume of Inquiries: Responding promptly to many customer inquiries and complaints can be an overwhelming task.
2. Ensuring Consistency and Quality: Meeting or even exceeding customer expectations with consistent and high-quality service is an ongoing challenge.
3. Dealing with Difficult Interactions: Managing difficult interactions with unsatisfied customers can be emotionally taxing while still maintaining professionalism and empathy.
4. Multi-Channel Support: Providing efficient support across various communication channels, including email, chat, phone, and social media, adds another layer of complexity.

At the same time, customer support isn't just a department; it's a strategic pillar that businesses cannot afford to overlook. Investing in exceptional customer support pays off in many ways, and the statistics highlight its importance:

• 86% of new customers tend to become long-term customers if they experience good customer service. (1)
• Businesses that prioritize customer service can increase their revenue above their market by 4-8%. (2)
• 68% of consumers are willing to pay more for products and services from brands that offer good customer support. (3)
• 60% of business leaders acknowledge that high-quality customer service significantly improves customer retention. (4)

UNITH´s Digital Customer Support Assistant

At UNITH, we recognize these challenges and have developed an innovative solution - the Digital Assistant, a game-changer in the world of customer support. UNITH´s Digital Customer Support specialist can help customers get needed help and information instantly with zero waiting times.

What Digital Customer Support Agents Can Do?

• Provide Multilingual Support: Communicate with customers in their preferred language, breaking down language barriers effortlessly.
• Real-Time Conversations: Answer questions in real-time conversations, enhancing the customer experience.
• Guiding Customers: Lead customers through various processes, ensuring a smooth and efficient experience.
• Efficiency: Solve customer inquiries quickly and efficiently, reducing response times.

With Digital Customer Support agents handling routine inquiries, existing customer support agents can focus on more complex and personalized tasks.

Digital Humans are created to assist real people and NOT to replace them.

While the Digital Customer Support Assistant handles routine customer inquiries, human agents can direct their attention to resolving personalized cases that demand a human touch and specialized expertise.

This September, UNITH introduced Anita, the Digital Customer Support Assistant, exclusively for Track Concepts. Anita, serving as a customer care agent, has assisted numerous customers via phone and email. Thanks to UNITH's cutting-edge technology, the digital Anita now operates 24/7 on trackconcepts.com, ready to address any queries about the company and offer a comprehensive introduction to the available products.

This innovation in customer support has enabled the real Anita to focus on more complex cases, leading to reduced customer wait times and enhanced overall customer satisfaction. As a result, creating a win-win scenario for all stakeholders and introducing a new era of customer support excellence.

References:

(1) Must-know customer service statistics of 2023

(2) The Five Disciplines of Customer Experience Leaders

(3) Customer Service Experience Survey

(4) Unlock the benefits of customer service-led growth