When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about.
Source: https://blog.ujet.co/psychology-of-voice-support
Publish Date: October 18, 2018 |
When customers contact your team, they're looking for solutions. Providing those solutions is the basis of a good customer experience. When you're able to connect with customers, provide them with personalized support, and interact in the support channel that best suits their current problem, that's an even better experience.
Source: https://blog.ujet.co/support-issue-complexity-and-urgency
Publish Date: October 11, 2018 |
Want to know how to make your company sound terribly out of date? Call your support organization a call center!
Source: https://blog.ujet.co/contact-center-vs-call-center
Publish Date: October 4, 2018 |
Customer Service Week isn't just an opportunity for your team to celebrate. It's a great time to reinforce the importance of making sure each customer's experience is the best it can be. Parties, awards, and recognition for your customer service agents should be baked into the week as well, but if you're not using this week as a chance to refocus on the customer experience, you'll be missing out.
Source: https://blog.ujet.co/customer-service-week-refocus-on-the-customer-experience
Publish Date: September 27, 2018 |
The customer journey is a great way to conceptualize the time it takes for customers to become aware of your product all the way through to shouting their praise from the rooftops. Each step the customer takes moves them closer, or further away, from your intended goal.
Source: https://blog.ujet.co/mapping-your-customer-journey-is-just-the-first-step
Publish Date: September 20, 2018 |
You're only as good as the tools in your toolbox.
Source: https://blog.ujet.co/how-to-choose-the-best-contact-center-software-for-your-business
Publish Date: September 14, 2018 |
Customer support is a vital part of your business. Your customer service agents are on the front line with the customer, and they need to be able to provide the best possible support at all times.
Source: https://blog.ujet.co/10-customer-service-trends-you-need-to-know-in-2018
Publish Date: September 7, 2018 |
UJET brings home bronze with a Stevie for Tech Startup of the Year – Software
Source: https://blog.ujet.co/ujet-wins-a-stevie-award-for-tech-startup-of-the-year-software
Publish Date: August 16, 2018 |
The term “call center” doesn't necessarily have the best connotation. Customers will only use that word when referencing a support experience that was, let's say, less than enjoyable.
Source: https://blog.ujet.co/9-call-center-problems-supervisors-have-to-avoid
Publish Date: August 1, 2018 |
It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working.
Publish Date: July 19, 2018 |
Decades ago, when business was mostly done in person or over the phone, it was easier to grasp a customer's satisfaction level. Happy customers smiled and said, “Thanks, see you next time.” Happy customers shook your hand and left good tips. They said things like, “You know, I told my brother about this place,” and so on.
Source: https://blog.ujet.co/how-to-measure-and-improve-customer-happiness
Publish Date: July 5, 2018 |
Historically, Customer Support has been undervalued.
It's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead. It's harder to understand the impact of a successful support experience. The result: customer support has been, in a way, neglected.
Source: https://blog.ujet.co/how-to-elevate-customer-support-from-within
Publish Date: May 31, 2018 |
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.
Source: https://blog.ujet.co/join-us-at-icmi-contact-center-expo
Publish Date: May 17, 2018 |
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.
Source: https://blog.ujet.co/5-ways-start-modernizing-customer-support-ux
Publish Date: April 19, 2018 |
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