UJET - Detailed Review
Customer Service Tools
UJET - Product Overview
UJET Overview
UJET is a cloud-native contact center platform that specializes in providing innovative customer service solutions, particularly through its AI-driven features and advanced analytics.Primary Function
UJET’s primary function is to manage and enhance customer interactions across multiple channels, including voice, email, chat, and social media. The platform is designed to streamline contact center operations, improve customer satisfaction, and drive operational efficiencies.Target Audience
UJET’s target audience includes a diverse range of businesses:Enterprise Businesses
Large corporations needing scalable and customizable contact center solutions.Startups and Small Businesses
Emerging companies seeking cost-effective and efficient customer support management.E-commerce Companies
Online retailers requiring reliable and flexible customer service platforms.Technology Companies
Software companies, SaaS providers, and tech startups needing modern and integrated contact center solutions.Healthcare Organizations
Hospitals, clinics, and healthcare providers requiring secure and compliant customer support systems.Key Features
Advanced Call Management
UJET offers features like muting, transfers, escalation options, and local phone number calls to help agents resolve issues efficiently. It also includes network quality monitoring, overcapacity deflection, incoming call segmentation, and automated redirects to minimize customer wait times.Intelligent Call Routing
The platform allows for the creation and customization of rules to route incoming requests intelligently. This includes routing customers to self-service solutions, knowledgeable agents, or specialized support agents based on priority and other criteria.CRM and WFM/QM Integrations
UJET integrates with CRM and Workforce Management (WFM) platforms to import customer data, collect agent statistics, and provide performance reports. This integration helps in monitoring customer satisfaction ratings and reviewing customer calls and agent activities.AI-Driven Agent Assist
UJET’s technology augments human conversations with artificial intelligence. The conversational AI assists live agents with AI-driven recommendations, real-time sentiment analysis, and by surfacing relevant knowledge base content.Multi-Cloud Redundancy
UJET provides multicloud redundancy between AWS and GCP, ensuring 100% guaranteed uptime and enhanced security, reliability, and scale across customer service operations.Security and Compliance
The platform is compliant with various regulations such as SOC 1, SOC 2, HIPAA, FINRA, EU-US and Swiss-US Privacy Shield, EU GDPR, ISO 27001, ISO 27018, and PCI DSS. This ensures that customer data is securely managed and minimized within the system.Custom Queue Configuration
UJET allows for real-time adaptation and changes to address sudden support needs. It supports the creation of queues for any situation, ensuring flexibility in managing customer support. By leveraging these features, UJET helps businesses deliver exceptional customer experiences, reduce operational costs, and improve overall efficiency in their customer service operations. UJET - User Interface and Experience
User Interface Overview
The user interface of UJET, particularly in its Customer Service Tools AI-driven product category, is crafted to be intuitive, user-friendly, and highly engaging.
Visual and Interactive Elements
UJET’s Visual Interactive Voice Response (IVR) system stands out by replacing traditional robotic voice prompts with an in-app support menu. This allows customers to interact using a familiar touchscreen interface, selecting their needs and preferred communication methods such as voice calls, chat, SMS, or email. This visual approach reduces customer frustration and makes the interaction more natural and efficient.
Ease of Use
UJET is known for its ease of use, both for customers and agents. The platform boasts high ratings in ease of use and setup, with 97% and 96% respectively, significantly higher than the industry averages. Agents appreciate the intuitive design, which minimizes training time and boosts adoption rates. This ease of use enables agents to focus more on providing high-quality customer service rather than struggling with the system.
Real-Time Interactions and Media Sharing
The interface allows customers to share photos, videos, screenshots, and text directly with agents in real-time. This feature, known as SmartActions, helps agents see the issue from the customer’s perspective, leading to faster resolution times. This capability enhances the overall user experience by making interactions more visual and interactive.
Integration and Data Unification
UJET integrates seamlessly with leading CRM platforms, ensuring that customer data is unified and easily accessible. This integration eliminates redundant data storage and makes the CRM the single source of truth. Agents can leverage this data to make dynamic routing decisions and contextualize each interaction, improving the efficiency and personalization of customer service.
Real-Time Optimization
The platform allows for real-time monitoring and optimization of the IVR, queue settings, and routing logic. This flexibility enables businesses to make dynamic changes as their needs evolve, ensuring that the customer experience remains optimized at all times.
Customer and Agent Feedback
Users of UJET often praise its user-friendly nature and the ability to send and receive multimedia content. For example, customers can send screenshots or videos to agents, and agents can easily verify callers using biometric authentication. These features enhance both the customer and agent experience, making interactions more seamless and secure.
Conclusion
In summary, UJET’s user interface is designed to be highly intuitive, interactive, and efficient. It combines visual elements, real-time interactions, and seamless integration with CRM systems to provide a superior user experience for both customers and agents. The ease of use and real-time optimization capabilities make it an attractive solution for enhancing customer service operations.
UJET - Key Features and Functionality
UJET’s AI-Driven Customer Service Tools
UJET’s AI-driven customer service tools offer a range of innovative features that significantly enhance the customer experience and operational efficiency of contact centers. Here are the main features and how they work:
Omnichannel Integration
UJET integrates multiple communication channels such as voice, SMS, live chat, and WhatsApp into a single system. This ensures that customers can interact with the business through their preferred channel without having to repeat themselves, and agents can handle requests seamlessly across all channels.
AI-Powered Virtual Agent
UJET’s Intelligent Virtual Agent uses conversational AI to handle both simple and complex tasks, providing a more human-like conversation experience. It can monitor consumer sentiment and perform a warm handoff or route directly to a live agent when necessary. This virtual agent can offload routine tasks, allowing live agents to focus on more complex support issues.
Contextual Routing
UJET leverages data from your CRM to prioritize routing decisions and determine customer intent. This data includes contact records, account status, device information, and historical journey data, enabling dynamic routing decisions that contextualize each interaction before introducing an agent. This ensures that customers are routed to the most appropriate agent, enhancing the efficiency and accuracy of the interaction.
Real-Time Sentiment Analysis and Predictive Insights
UJET’s AI features include real-time sentiment analysis, which helps agents anticipate customer needs and resolve issues promptly. Predictive insights from CRM data enable agents to make informed decisions, leading to faster and more accurate issue resolution.
Embeddable Experience
UJET can be embedded into your mobile app, allowing customers to interact with the business seamlessly without leaving the app. This feature captures information from the smartphone, leading to higher rates of first call resolution and lower handle times.
Smart Actions
Customers can share photos, videos, screenshots, and text directly with agents in real-time. This helps agents see from the customer’s perspective and resolve issues faster, providing a more natural and effective support experience.
Automation and Reduced Wrap-Up Time
UJET automates various aspects of the agent experience, such as recording granular details of the customer journey within the CRM record. This automation significantly reduces average handle time and after-call work for agents by eliminating the manual effort to create and update records.
Cloud-Native Scalability
Operating in the cloud, UJET scales with your business, whether you are expanding to new markets or managing seasonal spikes in customer support. This scalability ensures that the system adapts to your changing needs without disruption.
Agent-Centric Tools
UJET provides agents with intuitive tools, guided workflows, and immediate access to contextual data. This reduces stress and enhances productivity by giving agents all the information they need in real-time, allowing them to focus on resolving customer issues efficiently.
Data Unification and Security
UJET integrates natively with leading CRM platforms and can also integrate with custom or homegrown CRMs. This integration makes the CRM the single source of truth, eliminating redundant data storage and ensuring unmatched data unification and security.
Real-Time Optimization
UJET allows for real-time monitoring and optimization of performance. You can make dynamic changes to the IVR, queue settings, and routing logic as your business needs change, ensuring continuous improvement in customer service.
Automated Callbacks and After-Hours Deflection
Features like automatic callbacks allow callers to avoid waiting on hold for long periods and choose a time to receive a call back from a customer service agent at a later time. After-hours deflection helps manage interactions outside of regular business hours more effectively.
These features collectively enhance customer satisfaction by reducing wait times, improving service accuracy, and providing a more natural and efficient support experience.
UJET - Performance and Accuracy
Evaluating UJET’s AI-Driven Customer Service Tools
Evaluating the performance and accuracy of UJET’s AI-driven customer service tools involves looking at several key aspects:
Operational Efficiencies and Performance Improvements
UJET’s platform is praised for its ability to streamline and automate various tasks within customer service operations. By integrating AI, UJET helps reduce repetitive and time-consuming tasks, allowing agents to focus on more meaningful interactions with customers. For instance, AI automates administrative tasks such as updating CRM tickets, providing surveys, and gathering feedback, which significantly reduces Average Handle Time (AHT) and After Call Work (ACW).
Integration and Implementation
UJET’s system is noted for its ease of integration with existing CRM software, such as Kustomer, and its intuitive reporting tools. This integration enables seamless access to customer details and metrics, which is crucial for tracking service level agreements (SLAs) and other key performance indicators. The implementation process is also highlighted as smooth and efficient, with joint customers able to go live within 2-4 weeks.
Customer Satisfaction and Metrics
The partnership between UJET and its clients, such as Capital on Tap, has led to significant improvements in customer satisfaction metrics. For example, Capital on Tap saw a 12% decrease in average hold time, an increase in SLA delivery from 88% to 92%, and a rise in Customer Satisfaction (CSAT) rating from 4.4 to 4.6. Additionally, the company achieved a 92% user satisfaction rating and limited repeat contacts to less than 7%.
AI-Driven Quality Assurance
UJET’s collaboration with Observe.AI enhances the accuracy and quality of customer interactions. This joint solution analyzes 100% of voice interactions, automatically evaluates call quality, and provides intelligence and automation to improve customer experience quality. It also helps in identifying opportunities for growth and improving coaching based on customer sentiment signals, which shed light on customer intent, frustrations, and potential compliance or fraud issues.
Limitations and Areas for Improvement
While UJET’s AI tools are highly effective in automating and streamlining customer service, they are not intended to replace human agents entirely. The success of these tools depends on being paired with great human agents and supervisors to achieve the best results. There is also an emphasis on the importance of human interaction in maintaining a positive customer experience, as AI alone cannot replicate the value of meaningful exchanges between people.
Commitment to Customer Support
UJET is noted for its strong commitment to customer support. The company’s handling of issues, such as outages, reinforces trust and credibility with its clients. This commitment to delivering excellent support is crucial for maintaining high standards of customer service.
Conclusion
In summary, UJET’s AI-driven customer service tools demonstrate strong performance and accuracy by streamlining operations, improving customer satisfaction metrics, and enhancing quality assurance through AI-driven analytics. However, the effectiveness of these tools relies on their integration with skilled human agents and supervisors.
UJET - Pricing and Plans
UJET Pricing Plans Overview
UJET offers a variety of pricing plans and packages tailored to different business needs, particularly in the customer service and contact center domain. Here’s a breakdown of their main plans and the features included in each:Basic Plan
- Price: $65 per user per month for small and medium businesses (SMBs).
- For larger deployments, the cost can be calculated based on the number of users, but specific pricing details vary (e.g., $78,000 for 100 users on a 12-month contract).
- Features:
- Voice (PSTN)
- Standard Reporting & Dashboards
- CRM Adapters
- Web SDK
- Standard Support
- Single Sign-On (SSO).
Pro Plan
- Price: This plan includes the Basic plan features plus additional ones, with a total cost of $118,800 for 100 users on a 12-month contract.
- Features:
- Includes all Basic plan features
- SMS Blending
- Mobile SDK
- Advanced Reporting & Dashboards
- Reporting APIs
- Premium Support.
Enterprise Plan
- Price: Pricing for this plan is not explicitly listed on the website, but it includes all features from the Pro plan and additional enhancements.
- Features:
- Includes all Pro plan features
- All Core Channels
- Secure Payment by Stripe
- Optimization Support
- All available Add-Ons are included in this package.
Digital Plan
- Price: Not explicitly stated, but this plan is positioned as a comprehensive digital engagement suite.
- Features:
- Web & Mobile SDK
- Web & Mobile Chat
- SMS
- Voice (In-App)
- SmartActions
- Advanced Reporting & Dashboards
- Reporting APIs
- Premium Support
- Email Channel
- Optional Add-Ons: Voice Channel (PSTN), Secure Payments.
IVA (Intelligent Virtual Agent) Plan
- Price: Not explicitly stated.
- Features:
- Voice Virtual Agent
- Dynamic Routing
- Live Agent Bonding
- Sentiment Detection
- Standard Reporting
- Standard Support
- Single Sign-On
- Optional Add-Ons: AI-modeled Interaction Design, VA Templates for select Industries, Onboarding and Training.
Add-Ons
- Chat Channel: $10 per user per month
- SMS Channel: $10 per user per month
- Voice (PSTN): $50 per user per month
- Secure Payments by Stripe: $15 per user per month.
Free Options
There are no free versions of UJET available. However, a free trial is offered to allow potential customers to test the platform before committing to a purchase.
In summary, UJET’s pricing structure is based on the specific needs of the business, with each plan offering a range of features to enhance customer service and contact center operations. The costs vary widely depending on the number of users and the specific plan chosen.
UJET - Integration and Compatibility
UJET’s Integration Capabilities
UJET’s customer engagement and contact center platform is notable for its seamless integration and compatibility across various tools, platforms, and devices. Here are some key points highlighting its integration capabilities:
CRM Integrations
UJET integrates natively with the industry’s leading CRM platforms, ensuring unmatched data unification and security. It can read and write customer data directly to the CRM in real-time, eliminating redundant data storage and ensuring data accuracy. This integration allows agents to access all customer data stored in the CRM before interacting with customers, enhancing the speed and quality of support.
Multi-Cloud Redundancy
UJET stands out by offering multicloud redundancy between Amazon Web Services (AWS) and Google Cloud Platform (GCP), providing a 100% uptime guarantee. This ensures high reliability, business continuity, and disaster recovery readiness.
Channel Integration
UJET blends multiple channels such as voice, SMS, and webchat, allowing customers to engage with businesses through their preferred methods. The platform supports rich communication services (RCS) and enables the sharing of photos, videos, and screenshots, which helps in resolving issues more efficiently.
Mobile App Integration
UJET can be embedded into mobile apps, providing a seamless customer experience across different channels. This integration prevents customers from having to repeat themselves and captures information from the smartphone, leading to higher first call resolution rates and lower handle times.
Third-Party Integrations
UJET integrates with other customer service tools like Kustomer, allowing sales and support teams to view, search, and report on historical call data within the customer’s timeline. This integration boosts productivity, shortens first call resolution times, and enhances customer service.
Custom Integrations
The platform is flexible enough to fit any organization, allowing users to design and deploy custom integrations without complex programming. UJET provides extensive documentation and resources for developers to create best-in-class experiences.
Data Unification and Security
UJET ensures that all customer data and personally identifiable information (PII) are stored natively in the CRM or a private data repository, minimizing the PII stored in the platform and reducing security risks. This approach enhances both agent and customer experiences by providing a secure and unified data environment.
Conclusion
In summary, UJET’s integration capabilities are comprehensive, ensuring seamless interactions across various channels, platforms, and devices, while maintaining high levels of data accuracy and security.
UJET - Customer Support and Resources
UJET Customer Support Overview
UJET offers a comprehensive suite of customer support options and additional resources, particularly within its AI-driven product category, to ensure seamless and efficient customer service.Omnichannel Support
UJET integrates multiple communication channels, including live chat, SMS, WhatsApp, phone calls, and in-app support, into a single system. This omnichannel approach ensures that customers can interact with your business through their preferred method without having to repeat themselves, and agents can handle requests seamlessly across all channels.AI-Powered Virtual Agent
UJET’s Virtual Agent is an intelligently powered chatbot that provides conversational support. It automates repetitive tasks such as account verification, answers to FAQs, and information gathering, allowing customers to get immediate resolutions without needing to wait for a live agent. The Virtual Agent can also perform a warm handoff to a live agent when necessary, ensuring a smooth transition.Real-Time Data Exchange and Contextual Insights
UJET features real-time data exchange with your CRM, automatically reading and writing customer details, history, and full chat details to and from the existing contact record. This provides agents with full customer context, enhanced by metadata from the customer’s device, to accelerate troubleshooting and resolution.Automated Ticket Management and Smart Replies
The platform includes automated ticket management, which reduces post-chat handling time and increases data accuracy. Additionally, features like Smart Reply and Smart Compose help agents by suggesting replies and surfacing knowledge base articles, reducing the need for agents to type the same messages repeatedly.Intelligent Routing and Reporting
UJET offers intelligent routing that uses contextual insights from web usage and CRM data to route customers to the right resource at the right time. The platform also provides real-time reporting and actionable data, enabling supervisors to maintain and improve the customer support experience. Custom and out-of-the-box reporting, along with features like CSAT surveys, help in optimizing the customer experience.Agent-Centric Tools
UJET provides agents with intuitive tools, guided workflows, and immediate access to contextual data. This reduces stress and enhances productivity. Agent Assist, a part of UJET’s AI solutions, suggests replies, surfaces knowledge base articles, and analyzes sentiment in real-time to ensure customers get the best help possible.Multilingual and Localized Support
UJET supports global connections with multilingual support on localized platform instances and local phone numbers. This ensures that customers can receive support in their preferred language and feel as though they are interacting with a local service.Security and Stability
The platform ensures stability and security with features like warm-standby failover and GDPR-compliant chat solutions, providing a reliable and secure environment for customer interactions.Integration and Scalability
UJET’s cloud-native architecture allows it to scale with your business, whether you are expanding to new markets or managing seasonal spikes in customer support. It integrates seamlessly with other tools like CRMs and chatbots, enabling businesses to evolve their CX strategy without overhauling their tech infrastructure.Conclusion
By leveraging these features, UJET helps businesses provide faster, more accurate, and more personalized customer support, leading to higher customer satisfaction and improved operational efficiency. UJET - Pros and Cons
Advantages of UJET
UJET offers several significant advantages that make it a compelling choice for customer service tools, particularly in the AI-driven category.Multichannel Support
UJET provides a seamless multichannel experience, allowing customers to interact with support agents via various channels such as voice calls, SMS, live chat, and in-app messaging. This flexibility ensures that customers can choose their preferred method of communication, enhancing their overall experience.AI-Driven Features
UJET’s platform integrates advanced AI technologies, including conversational AI, Agent Assist, and Virtual Agent. These features help in predicting customer intent, routing calls to the most appropriate agents, and providing AI-driven response suggestions to agents. This significantly reduces average handling time and improves first-call resolution rates.Real-Time Data Exchange and CRM Integration
UJET ensures real-time data exchange with CRM systems, eliminating the need for redundant data storage. This integration allows agents to have all the necessary customer information at their fingertips, enhancing the speed and effectiveness of support interactions.Remote Work Capability
The platform is cloud-based, enabling support agents to work remotely without compromising on call quality or reliability. This feature is particularly beneficial for businesses with distributed teams or those that outsource customer service.Enhanced Reporting and Analytics
UJET offers comprehensive reporting and analytics tools, providing real-time dashboards and historical data reports. These tools help supervisors monitor agent performance, track customer satisfaction, and make data-driven decisions to improve the customer experience.Security and Compliance
UJET is HIPAA and SOC2 Type II compliant, ensuring that customer data is handled securely. The platform also supports authentication features like facial recognition and fingerprint scanning, and it does not store sensitive customer data, reducing security risks.Customizable Surveys and Feedback
UJET allows businesses to create customized surveys to gather feedback on customer satisfaction and Net Promoter Score (NPS). This helps in gathering valuable insights to improve the customer experience across various touchpoints.Local Language Support
The platform supports multiple languages, making it easier for businesses to operate globally. UJET offers localized platform examples and local phone numbers, ensuring that customers can interact in their preferred language.Disadvantages of UJET
While UJET offers numerous benefits, there are some potential drawbacks to consider:Cost
UJET’s pricing can be a significant factor, especially for smaller businesses. The cost includes a per-user license fee, and while it offers a basic package for SMBs, the overall expense might be prohibitive for some organizations.Implementation Time
Although UJET’s implementation process is generally quick, the timeline can vary based on the customer’s specific needs. This might require some planning and adjustment for businesses with complex systems or unique requirements.Dependence on Technology
The platform’s reliance on stable internet connectivity and smartphone functionality could be a limitation in areas with poor network conditions. UJET’s mobile SDK, however, does include features to automatically switch to phone calls if the internet connection is poor.Learning Curve for Advanced Features
While UJET is generally easy to use, some of its advanced AI-driven features and customization options might require training and time for agents to fully utilize them effectively. In summary, UJET offers a powerful and feature-rich platform that significantly enhances customer service capabilities through its AI-driven tools, multichannel support, and real-time data integration. However, it may come with a higher cost and some technical dependencies that need to be considered. UJET - Comparison with Competitors
UJET Unique Features
- AI-Powered Intelligence: UJET leverages AI for real-time sentiment analysis, predictive insights, and automated issue resolution, which helps agents anticipate and resolve customer issues more efficiently.
- Omnichannel Integration: UJET seamlessly integrates multiple communication channels such as voice, SMS, chat, and mobile apps into a single system. This ensures customers do not have to repeat themselves, and agents can handle requests smoothly across different channels.
- Cloud-Native Scalability: Operating in the cloud, UJET scales with the business, making it adaptable to new markets or seasonal spikes in customer support.
- Agent-Centric Tools: UJET provides agents with intuitive tools, guided workflows, and immediate access to contextual data, reducing stress and enhancing productivity.
- Data-Driven Insights: UJET offers actionable analytics to help businesses understand customer behavior, address pain points, and refine services effectively.
Alternatives and Comparisons
Zendesk
- Key Features: Zendesk includes AI-powered tools like Answer Bot for automated responses and Content Cues for suggesting relevant articles. It also offers advanced analytics and integration with various CRM systems.
- Difference: While Zendesk is strong in automation and content suggestion, UJET excels in omnichannel integration and real-time sentiment analysis. Zendesk has a broader market share (17.71%) but may require more setup and customization compared to UJET’s more streamlined approach.
Freshdesk
- Key Features: Freshdesk uses AI through its Freddy AI chatbot for customer self-service, auto-triage for ticket categorization, and predictive support for suggesting solutions. It is known for its user-friendly interface and affordable pricing.
- Difference: Freshdesk’s AI features are more focused on ticket management and automation, whereas UJET’s AI is more integrated into the entire customer journey, including real-time data analysis and omnichannel support. Freshdesk’s customization options are also limited compared to UJET’s flexible and code-free design capabilities.
Intercom
- Key Features: Intercom is known for its personalized customer messaging and automation capabilities. It uses AI to segment customers and deliver targeted messages.
- Difference: Intercom is more focused on proactive customer engagement and messaging, whereas UJET is centered around reactive customer support with a strong emphasis on issue resolution and omnichannel integration. Intercom has a significant market share (14.50%) but may not offer the same level of real-time analytics and agent-centric tools as UJET.
Other Considerations
- Tidio: Tidio offers an AI bot called Lyro AI that automates replies, identifies support opportunities, and recognizes user behavior. However, it is more geared towards chat-based support and does not offer the same level of omnichannel integration as UJET.
In summary, UJET stands out with its comprehensive AI-powered features, seamless omnichannel integration, and cloud-native scalability. While alternatives like Zendesk, Freshdesk, and Intercom offer strong AI capabilities in specific areas, UJET’s holistic approach to customer experience makes it a compelling choice for businesses seeking to enhance their customer support operations.
UJET - Frequently Asked Questions
Frequently Asked Questions about UJET
What is UJET and what does it do?
UJET is a cloud-based contact center application that integrates with CRM solutions to provide a seamless customer support experience. It combines voice, chat, and other messaging channels to allow customers to connect with support agents through various methods, including mobile apps, phones, and the web. UJET aims to eliminate the hassle of channel switching and provides features like live chats, interactive voice response (IVR), and the ability to share photos, videos, and screenshots in real-time.
What are the key features of UJET?
- Omnichannel Integration: UJET unifies multiple communication channels such as voice, SMS, webchat, and in-app chat into a single system, ensuring customers don’t have to repeat themselves and agents can handle requests seamlessly.
- AI-Powered Intelligence: UJET uses artificial intelligence (AI) to assist agents with real-time sentiment analysis, predictive insights, and automated tasks, which helps in faster and more accurate issue resolution.
- Cloud-Native Scalability: The platform is cloud-based, allowing it to scale with the business needs, whether it’s expanding to new markets or managing seasonal spikes in customer support.
- Agent-Centric Tools: UJET provides agents with intuitive tools, guided workflows, and immediate access to contextual data, reducing stress and enhancing productivity.
- Multimedia Support: Customers can share photos, videos, screenshots, and text directly with agents in real-time to help resolve issues faster.
- IVR and Intelligent Call Routing: UJET supports unlimited IVR queues and intelligent call routing rules, allowing supervisors to adjust and create queues in real-time and direct callers to the right agents or self-service options.
- Multiple Languages and Locale Support: The platform supports multiple locations and languages, offering localized phone numbers and platform examples in over eleven international languages.
How does UJET use AI in customer support?
UJET leverages AI to enhance customer support in several ways:
- Agent Assist: AI agent-facing solutions like UJET’s Agent Assist reduce response times on tickets by providing agents with real-time insights and automating repetitive tasks.
- Virtual Agent: UJET’s Virtual Agent is an intelligently-powered chatbot that resolves issues or hands off fully triaged tickets to the best person to answer them, improving the customer experience.
- Predictive Insights: AI helps agents anticipate customer needs through real-time sentiment analysis and predictive insights, enabling faster and more accurate issue resolution.
What are the benefits of using UJET for customer support?
- Improved Customer Satisfaction: UJET’s features lead to faster and more accurate issue resolution, reducing wait times and improving customer satisfaction scores.
- Cost Efficiency: Automating repetitive tasks saves time and resources, allowing agents to focus on complex issues and leading to more efficient support teams.
- Data-Driven Insights: UJET offers actionable analytics to help businesses understand customer behavior, address pain points, and refine services effectively.
- Remote Work Capability: UJET allows support agents to work remotely, accessing important metrics in real-time and supporting multiple locations and languages.
How does UJET integrate with other systems?
UJET integrates natively with leading CRM platforms such as Zendesk, Salesforce, Microsoft Dynamics, and others. It also supports custom or homegrown CRMs, ensuring data unification and security by reading and writing all customer data to the CRM.
What kind of results have companies seen using UJET?
Companies using UJET have reported significant improvements, such as:
- Wag: Experienced a 17% improvement in in-app voice SLA, a 50% reduction in average wait time, and a 7% decrease in call abandonment.
- Zettle by PayPal: Saw a 10% increase in customer satisfaction scores and a 50% reduction in agent training time.
- Capital on Tap: Raised its SLA delivery rate from 88% to 92%, decreased average hold time by 12%, and improved its CSAT rating from 4.4 to 4.6.