Do you ever ring a customer helpline and yearn for the days when a real human answered your call? The automation of many tasks in the customer service industry has helped cut costs for businesses but it can lead to a frustrating experience for the customer.
While the use of AI undoubtedly has its benefits and is creeping into almost all aspects of everyday life, there are some issues which require human interaction to ensure a solution is found which suits all parties.
As a leading sportsbook provider, Altenar believes that providing the human touch is essential when it comes to customer support. Regardless of the topic that clients wish to discuss, raising a ticket is all it takes to start the process of getting the issue resolved.
In an industry where every second counts in terms of revenue, such efficiency from the support team is one of the factors which can have a significant impact on the profitability of your brand.
Achilleas Griziotis is Business Support Manager at Altenar and knows just how important it is for clients to communicate with a real person who has the skills and experience needed to help get an issue resolved efficiently. He expressed: “Our customers appreciate our human support services, instead of AI-driven support, because of the quality οf our services. With most of our customers, we have built long-standing relationships, leading to mutually comprehensive communication and understanding of the needs and the necessary procedures.”
He also added: “Human interaction is still by far the most effective way to take into account cultural differences in various territories where our customers are operating. AI may provide general feedback to a specific request for a certain sport, let’s say rugby union, but human support could understand and adjust the priority of the request, based on the territory of operation. Our human support team is trained, and constantly evolving, in order to initiate the necessary internal procedures and the involvement of the relevant departments to facilitate the course of action. Moreover, it is there to keep our customers informed about the progress of any request or issue.”
Global operation means 24/7 support
One of the benefits of AI for a firm needing to provide customer service is the ability to offer assistance outside normal business hours. When you are a company dealing with clients all around the world, clocking off at 5pm and leaving it to the bots is not an option.
Altenar has business support teams based in a variety of locations in Europe and the Americas to ensure a service which is available around the clock, every day of the year. With sports betting content ready 24/7, providing non-stop support is an essential part of Altenar’s service. The use of humans, rather than AI, helps the relationship between operator and provider flourish.
Griziotis finished: “Personalized communication is one of the core values of Altenar. Our business support team is centered around that value, always trying to understand the needs of our customers, taking into account several aspects such as business goals and cultural differences. Though we are planning to explore ways to integrate AI features into our workflow, our focus will remain on improving our current procedures, as well as enhancing our knowledge base, so clients receive the best level of support in the industry.”
Are you ready to learn more about how Altenar’s customer support can help your brand grow? Book a meeting to get the conversation -with real humans- started!