UJET - ContactCenterWorld.com Blog
In less than a week, we’ll be heading to the ICMI Contact Center Expo & Conference in Orlando, Florida! Make sure to stop by our Booth (#401) to learn how you can provide intuitive voice and chat support experiences to your customers across all their preferred connection points—over the phone, on your website, and right inside your mobile app.
Publish Date: May 17, 2018 5:00 AM
Until recently, it was assumed that technology would replace people in customer support. Now it's clear that technology alone isn't enough.
Modern customers want the organizations they work with to be their advocates, to be accountable and proactive when it comes to their needs and goals. Customers want their experience with a brand to be personalized and intimate. They want to feel distinguished. You don't get that from technology; you get that from people.
Publish Date: April 19, 2018 5:00 AM
Ever wonder why you just love it when brands offer live chat support on their website? Beyond personal preference, there's a science to it—live chat taps into deep psychological inclinations that we all share.
Publish Date: March 30, 2018 5:00 AM
"Every time I order through chewy I am blown away by the speed and quality of the service."
"I have never come across such an understanding company and one so willing to help and give advice."
"I think Chewy is the best thing since sliced bread."
"There is simply no better online business..."
The quotes above are actual testimonials from customers of the online pet supply retailer Chewy, submitted by the company in connection with its nomination for the 2017 Stevie Awards Customer Service Department of the Year (which it won). And, this is just a sampling of the effusive praise Chewy has received from its loyal customers. Clearly, this company is doing something right.
Publish Date: March 22, 2018 5:00 AM
Every year, companies like LinkedIn, Glassdoor, and Indeed put out lists of the top places to work. From hammocks and ping-pong tables to fully stocked break rooms and rooftop zen gardens, it may seem like company culture is directly tied to the amount of money you’re willing to spend. But a recent visit to a contact center, which happened to be located inside of the Perryville Correctional Facility in Arizona, proved the exact opposite: an awesome culture isn’t something that’s bought. In fact, it can be built without spending anything at all.
Publish Date: February 9, 2018 5:00 AM
Your contact center is your primary method of customer service: one of the first lines of defense when it comes to connecting with customers, sorting out their problems, and ensuring that they have everything they need to be satisfied with your business. In order to make sure that your contact center is handling things the way it should be, you need to be tracking the key performance indicators (KPIs) that let you know whether or not your contact center is effectively meeting its goals.
Publish Date: February 6, 2018 5:00 AM
A solid customer engagement strategy, when done well, increases reputation, customer satisfaction, and loyalty. After years in search of the perfect formula for building and maintaining successful customer relationships, we've uncovered a winning combination.
Publish Date: February 1, 2018 5:00 AM
In today's competitive marketplace, how can you encourage customers to stay loyal to your brand and products when there are so many choices available? You have to provide an outstanding product, of course, and it must be appropriately priced, but there are a lot of companies that can do that. What will set you apart and build brand loyalty, however, is your customer support.
Publish Date: January 30, 2018 5:00 AM
After years of delivering SaaS solutions and supporting customers' implementations through their transition from one half-decent tool to another, I knew there had to be a better way. Most of the time, we could get 80 or 90% of the way there—but only after significant compromise. The reality is that a large part of this industry is built from 20-year-old architectures and only updated just enough to infiltrate the cloud technology space… But then there’s UJET.
Publish Date: January 23, 2018 5:00 AM
Artificial intelligence (AI) is deemed by many as the next big thing in customer support. The concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms. In fact, a recent study by Oracle titled, “Can Virtual Experiences Replace Reality?” found that nearly 80 percent of business leaders plan to or have already implemented AI into their customer support solution by 2020.
Publish Date: January 18, 2018 5:00 AM
Customer experience is one of the largest competitive advantages for businesses today. With tons of knowledge and great minds to learn from, choosing where to focus your time can be a daunting task. But we have some good news: we’ve put together a list of five CX blogs you can follow to kick off the new year with great content delivered right to your inbox.
Publish Date: January 11, 2018 5:00 AM
A shift is occurring in the customer support industry. After years of looking at support as just a cost center, companies are waking up to the fact that delivering great customer support is directly correlated to the success of the enterprise. Empowered consumers have real-time mediums to share their experiences across large social graphs and those experiences can have an immediate and significant impact on brand sentiment, customer loyalty, and the bottom line.
Publish Date: January 4, 2018 5:00 AM
This morning, we shared that UJET successfully completed the SOC 2 Type 2 and HIPAA examinations. As part of our commitment to be the leading enterprise customer support platform on the market, we are proud to be one of the select few providers to have achieved SOC 2 Type 1, SOC 2 Type 2, and HIPAA compliance.
Publish Date: December 18, 2017 5:00 AM
SpotHero, the leading parking reservation platform in North America, drives the majority of its customer interactions through a mobile user-base that contacts support as needed via smartphones.
With phone calls being central to its customer service department, SpotHero’s support operations manager, Nate Peace, was unhappy with the company’s unreliable and inconsistent provider and knew it was time for a change.
Publish Date: December 14, 2017 5:00 AM
We’re welcoming a few new faces to the UJET team!
Today we announce the appointments of Jordan MacAvoy as VP of marketing, Kris Caldwell as head of sales and Allen Maximillian as head of accounting & finance. This announcement comes on the heels of the recent appointment of digital business veteran Jim Schinella as chief business officer in October.
Publish Date: December 4, 2017 5:00 AM