UJET: Fostering Smartphone Era Customer Experiences

In today’s fast-paced world, the proliferation of groundbreaking technologies such as artificial intelligence, machine learning and augmented reality has made life easy. Everything happens at a touch of a button with finest user experiences, from streaming music to booking a cab. With such significant advancements, Anand Janefalkar, Founder and CEO of UJET, remarks, “Why is it that when customers hit the support tab in most of their apps they are subjected to an experience like it was two decades back?” Even as customer support directly affects the bottom line and a negative experience can have a drastic impact on the business, customer service still lags behind and is considered as a cost center. The challenge here is that customer support is currently not smartphone centric. Businesses need to focus on ensuring the support call/chat is an extension of their app. Transforming the current customer support landscape, UJET is making support an integral part of product and service—no matter if customers connect via phone or chat—all within the curated brand experience of their app or website. “Our mission is to make customer support delightful with quick resolution,” says Janefalkar.

The company’s end-to-end customer support platform that turns frustrating support into an on-demand smartphone centric experience covers all customer entry points—apps, websites and toll free/ phone numbers. “Our system provides agents the key insights on customer information originating from the app, which in turn shortens the call or chat by ‘reducing the cognitive distance between the agent and the issue,’” says Janefalkar. It can tailor to the needs of a new user as well as an existing customer. The system transforms the journey that typically involves voice prompts to an intuitive one where customers don’t need to push tones to find out wait times, randomly reset their account or device, describe a difficult problem verbally or repeat their issues. With UJET, customers get connected to the right agents via the right channel without having to stay on hold. “We cater to three end-user categories—customers reaching out for support, agents answering the call or chat and the contact center managers or supervisors responsible for running operations smoothly.”

The UJET solution is also plug and play with CRMs, workforce management systems, business intelligence tools and data visualization systems. Effortless integration into an existing tech stack is invaluable and critical for smooth operations of contact centers.“Agents need not open five to six different tabs to support a customer conversation as our plug and play integration enables us to provide agents with all the information they require,” says Janefalkar. Companies and support teams can customize the UJET system to match their needs with unique iOS/Android SDKs.