EDIS Global, a multinational company operating in 40 countries and geographic locations, with a diverse customer base spanning 8 major languages, has significantly transformed its customer support strategy by adopting a sophisticated AI Business Assistant, Aissist, into its omni-channel communication hub. The key channels of communication include chat, email, WhatsApp, and social media. This case study delves into why offering omnichannel and multilingual support is critical for businesses today through the exploration of EDIS Global’s experience.
Background
Before the advent of Aissist, EDIS Global’s customer support team faced significant challenges in maintaining consistency, efficiency, and personalization across different channels and languages. Despite implementing several intent-based solutions and bots, the outcomes were below expectations. These solutions were typically limited in linguistic capabilities and failed to provide the seamless and integrated experience required for an international and multilingual customer base.
The Transformation with Aissist
The deployment of Aissist into EDIS Global’s customer support ecosystem has revolutionized the way the company connects with its customers. Integrating Aissist with the “Front” omni-channel hub and utilizing it alongside the Intercom chat widget has resulted in a transformative experience. EDIS Global quickly evolved into a Hybrid Support Team that combines the strengths of both human and AI capabilities.
1. Higher Quality Conversations at Scale:
Aissist has enabled EDIS to conduct high-quality, personal conversations with customers at an unprecedented scale. The AI’s ability to understand and respond in multiple languages ensures no customer feels left out or miscommunicated, irrespective of their spoken language.
2. Omnichannel Presence:
Customers can reach EDIS Global through chat, email, WhatsApp, or social media, making customer support more accessible and convenient. Integration allows for a seamless transition between channels without losing the context of the conversation, improving resolution times, and enhancing customer satisfaction.
3. Efficiency and Precision:
By bolstering the support team during working hours, Aissist helps deliver prompt and precise answers. EDIS’s team members are supported in real-time, ensuring that every interaction is maintained at the highest standard even during peak times.
4. Personalization:
While the support may appear highly personalized, Aissist works in the background to ensure the content’s relevance and accuracy. This results in enriched personal interactions, which build trust and satisfaction in a diverse client base.
Importance of Omnichannel and Multilingual Support Today
1. Global Reach and Accessibility:
For a company like EDIS Global that operates in various countries, the ability to communicate effectively in multiple languages is imperative. Multilingual support bridges communication gaps, ensuring inclusivity and better customer engagement.
2. Customer Expectations:
Modern customers expect the convenience of reaching out through their preferred communication channel. An omnichannel approach ensures that customers can interact on platforms they are comfortable with without the friction of switching channels or experiencing disjointed service.
3. Customer Satisfaction and Loyalty:
Seamless and efficient support enhances Customer Satisfaction Scores (CSAT) and fosters customer loyalty. Providing support in the native language of the customer creates a more personal and positive experience, making customers feel valued and understood.
4. Competitive Advantage:
Companies that offer consistent, high-quality, and multilingual support can differentiate themselves in highly competitive markets. An integrated omni-channel and multilingual strategy showcases a business’s dedication to customer service excellence and sets a high standard within the industry.
Results and Conclusion
Since integrating Aissist, EDIS Global has witnessed a substantial elevation in their customer support delivery, evident through higher CSAT scores and positive customer feedback. The hybrid model of AI and human support ensures that EDIS can maintain its core values of impeccable, transparent, and ever-present support on a global scale.
The adoption of a robust omni-channel and multilingual support system is not just a beneficial strategy but a critical requirement for any modern business aspiring to build lasting relationships with customers worldwide. EDIS Global’s success with Aissist serves as a testament to the transformative potential of such an approach, highlighting the necessity of embracing innovative tools to meet the complex demands of today’s global market.
In an era where customer expectations are ever-increasing, and business landscapes are continually evolving, efforts to enhance support through omnichannel and multilingual capabilities will undoubtedly become a defining trait of successful enterprises.