April 23, 2026

The Human Side of Customer Support at XAPT

Automation and AI are changing customer service. According to research firm Gartner, agentic AI is on track to resolve 80% of common customer service issues without human intervention by 2029.

But what happens when issues aren’t common? What’s the next step when AI can’t resolve challenges, and it’s make-or-break for callers? This is the human side of customer support, as noted by McKinsey, and it’s not going anywhere. Recent data shows that 94% of Baby Boomers and 71% of Generation Z still “believe live calls are the quickest and easiest way to reach customer care and explain their issues.”

Effective customer service is all about balance; knowing when to rely on automation or when it makes more sense to loop in human staff. At XAPT, technology drives support, but people lead the charge. 

What “Human Support” Really Means at XAPT

XAPT’s dealer management platform is designed with usability in mind. With more than 700 preconfigured processes that cover 95% of a dealership’s needs immediately, companies can easily benchmark departments, track profitability, and keep up with rental growth.

But this doesn’t mean that users will never have questions. Every dealership has different priorities, challenges, and long-term goals, meaning there’s no such thing as a one-size-fits-all approach. While ticket-only or bot-first support models are a great way to handle front-line questions, XAPT understands this can leave customers feeling frustrated. What they’re looking for are experts with a deep knowledge of dealer operations and XAPT solutions.

The solution? A human-first approach to support. But what does this look like in practice?

“For me, a ‘human-first’ support approach means combining empathy with assertive communication,” says Eszter Gyergyay, Support Team Leader at XAPT. “I focus on understanding the customer’s situation and emotions, but at the same time, I communicate clearly, directly, and with ownership. This helps the client feel supported throughout the process.” 

Why Live Interaction Matters During Critical Moments

Not every question has a clear-cut answer. Critical moments such as month-end close, software upgrades, and time-sensitive issues increase the need for live interactions that provide judgment, context, and calm problem-solving. 

Consider a month-end close where numbers simply aren’t matching up. Dealerships don’t have time to wait for answers to appear — they need to identify issues immediately and get the month-end close completed ASAP.

For Ryan Benincasa, an Experienced Support Consultant with XAPT, stability and trust are the pillars of success during critical moments. “Customers rely on us to remain composed, responsive, and solution-focused under pressure,” he says. “While the urgency is higher, the approach remains consistent: prioritize the issue, communicate clearly, and drive resolution efficiently. These moments are where we demonstrate our reliability and reinforce that customers can depend on us when it matters most.”

How People and Technology Work Together at XAPT

Two decades of experience working with equipment dealers has made it clear: Technology and tools are enablers, not replacements.

Consider automation. Behind the scenes, automated processes support efficiency by collecting customer data, correlating key information, and providing in-depth analysis of customer service interactions. 

On the front lines, chatbots and AI agents can help route calls effectively and reduce wait time. If a customer calls in with a question about dealer management platform functionality, automated tools can leverage connected databases to provide accurate, timely responses. While the same questions could be routed to human staff, this can result in higher wait times and lower customer satisfaction.

If clients need more in-depth answers, however, they can be routed to human agents. This allows staff to work directly with customers and make a real difference. “What I enjoy most about working in a customer support role is the opportunity to make a real difference in someone’s day,” says Levente Nemeth, a Support Consultant with XAPT’s Global Support Team. “Often customers reach out when they’re frustrated or stuck, and being able to guide them toward a solution – and seeing that relief or appreciation afterward – is incredibly rewarding. I also enjoy the variety; every case is a little different and constantly challenges me to think, learn, and communicate better.”

For XAPT, automation enables humans to provide the best service possible. By equipping staff with historical data, call histories, and customer-specific information, agents can:

• Prioritize issues 
• Make data-driven decisions 
• Guide customers forward

XAPT is also committed to ongoing customer service improvement. For example, in 2025, the company switched its ticket system to Zendesk for a better customer experience.

The Customer Experience Impact

Trust is established through continuity and familiarity. Long-term relationships are built through repeated interactions with trusted staff, rather than impersonal, one-off ticket resolutions.

Nemeth offers an example. “In a recent major incident involving one of our long-standing customers, establishing a daily operational status call with representatives from multiple customer functions and legal entities proved highly effective. These regular touchpoints helped ensure alignment across all stakeholders and allowed us to gather the remaining details needed to fully understand the situation. By maintaining consistent communication and collaboration, we were able to build a clearer picture of the incident and significantly improve the speed of resolution.”

As noted by Gyergyay, meanwhile, company culture also impacts the ability of support staff to deliver superior service. “There’s an energy that radiates from the team,” she says. “I’ve never seen a team that is so supportive and genuinely cares about each other.

Real People, Real Support

Technology lays the groundwork for improved customer service, but humans build the critical connections necessary to meet business needs. At XAPT, tech and talent work in tandem to ensure that every customer feels valued, and every client knows they can count on expert assistance when they need it most.

Gyergyay puts it simply: “We don’t just deliver technical answers; we aim to understand the business impact behind every request. This enables us to provide solutions that are not only correct but also practical and meaningful in their daily operations.”

See why the human side of customer support matters with XAPT. Schedule a demo today.