Case Study: Unilever achieves 24/7 multilingual customer support with Limitless Technology

The world largest consumer goods conglomerate relies on crowdsourcing to provide world-class customer support

Unilever, the world’s largest consumer goods company, needed a way to manage volatile digital contact volumes across global markets while moving from a 9-to-5 support model to 24/7, always-on service. The company also wanted to reduce agent churn, lower training costs, and engage consumers in multiple languages across its Consumer Engagement Centers. To support this, Unilever used Limitless Technology’s Support solution.

Limitless Technology implemented its Limitless SmartCrowd platform to crowdsource and onboard product experts through marketing campaigns and invitation-only validation. These experts then answered consumer enquiries in their native languages, helping Unilever maintain a flexible, global support workforce across markets including the UK, USA, Canada, Germany, India, and Brazil. The result was 24/7 on-demand support and a pay-as-you-go model that reduced cost per case by up to 40%, with no setup costs and improved quality through strong compliance and QA processes.

Unilever