Serve Your Customers Faster with Live Chat
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Chat is one of the most popular communication tools for consumers of all ages, so your customers will feel right at home chatting with you, and your agents will have all of the context and tools they need to resolve issues fast. And by steering the conversations to chat, you’ll reduce the number of incoming voice calls, freeing up contact center resources and reducing overall queue time.
UJET makes chatting with a support agent feel natural by offering a modern interface with all of the features your customers expect. Maintain a consistent brand experience by embedding live chat into your mobile app and website with UJET's fully featured and well-documented software development kits (SDKs).
Fluid, multimodal omnichannel and multimedia conversations include pictures, videos, and screen sharing — whether your customer starts the conversation in-app, over the phone, or through your website. Confidently know that you can proactively route live chats and engage customers with the right resource, at the right time, thanks to contextual insights from web usage and CRM data.
Offer global connections that feel local through multilingual support on localized platform instances, with local phone numbers. Trust that your chats are stable and secure with warm-standby failover and a path to offer GDPR-compliant chat.
With more information, your agents can resolve issues faster. UJET features the contact center industry’s only 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. With built-in automation across the customer service journey, your customers will get the help they need quickly.
Real-time reporting from the UJET platform gives supervisors actionable data to maintain and improve the customer support experience. Use this data along with predicted intent to route customers intelligently. Optimize your customers’ experience with custom routing, queue deflection, messaging management and monitoring, and more:
Get started with chat using UJET’s quick, easy, and intuitive web and mobile app SDKs.
“In a short period of time, we’ve been able to create a shopper experience that is both unique and personal. UJET shares our commitment to ensuring that support issues are being resolved with minimal touchpoints and in record time.”Kevin H.Vice President of Engineering
Instacart
Customer support is the service a company provides to customers who have trouble with the company’s products, services, billing, shipping, and more. The customer support team ensures that your customers have a positive experience with your company and help build brand loyalty for the future.
Customer support may be handled by an in-house customer service team or be outsourced to another company, depending on your company’s needs and budget.
Many customer experience experts – and even Google – use “customer service” and “customer support” interchangeably. However, there are some subtle differences between the two definitions.
“Customer service” refers to any interaction a customer has with your brand where they received assistance from a member of your staff. Customer service interactions can include a salesperson helping a customer locate the correct size of jeans, or a server showing a customer to their table at a restaurant. All types of businesses can provide customer service, but not all businesses necessarily offer customer support.
“Customer support” on the other hand, refers to interactions the customer has with a dedicated support team to address an issue, whether it’s a technical issue, or something related to billing, shipping, troubleshooting, or something else.
Many contact centers are turning to virtual AI tools like virtual agents to augment their agent workforce, manage fluctuating interaction volumes, and automate routine tasks so agents can focus on more complex support issues. However, traditional AI support solutions can feel robotic. As a result they’re often viewed as an unwelcome roadblock and a point of frustration for the customer.
UJET’s Virtual Agent was designed with a different approach. It supports intelligent conversational AI for a more human-like conversation experience on SMS, live chat, and WhatsApp, and can offload a variety of simple or complex tasks traditionally supported by a live agent. It intelligently monitors consumer sentiment and can perform a warm handoff or route directly to an agent when appropriate.
