How UJET Became a 2019 Gartner Cool Vendor

by Anand Janefalkar

When was the last time you were happy with customer service? You visit the company website and search the “Contact Us” page which offers little to no actual helpful information. You find a phone number and call, only to sit through countless automated options attempting to identify your problem.

Once you’re finally able to connect with an actual agent, you’re asked to repeat everything or get transferred and it feels like square one. Before you know it, it has been 15 minutes and you’re frustrated.

Even worse, in the smartphone-centric world you live in, you access services or products using an app except when you need assistance and get thrown out of the app into a dialer or a support email template. Support solutions today do not meet the customer where they want to be met and in the ways customers want to be supported.

The foundation of UJET came from a similar level of frustration and the principle that the customer support experience should be exceptional for everyone: customers, agents, and supervisors. With mobile and web now becoming the primary customer connection points, why aren’t companies using all these available features to improve support?

We set out with the goal of creating a seamless customer support experience. Staying true to our mission and goal is at the core of who we are and what we do.

2019 Gartner Cool Vendor

We’re proud to announce that UJET has been recognized as a Cool Vendor in Gartner’s 2019 Cool Vendors in CRM Customer Service and Support report. Being recognized by Gartner is a great accomplishment and further confirms our vision and strategy of leveraging data-driven insights, automation, and smart devices on a cloud-native platform to help customer support managers and agents turn negative experiences into positive outcomes.

Companies have made the transition for online sales and services, but customer support has lagged. This sales-focused acceptance of technology and how it attracts customers to purchase is great for one aspect of a business. But it doesn’t consider customer support in that equation.

Customer support organizations are implementing new technology at a slow pace. The focus is on what works now, rather than what’s required for the future. The reality is that the future is now. Customer support innovation is happening with the smartphone.

The smartphone is the center of peoples’ lives. It connects us to family and friends around the world. You can order products from an app, deposit checks using the camera and stream media twenty-four hours a day, seven days a week.

A smartphone’s multichannel capabilities empower customers to offer more context through photo and video. Agents are then able to solve problems faster, resulting in a positive support experience. Brands offering mobile apps must understand that in-app support has to be seamless.

We’ve proved the value of the UJET platform and our mobile-focused approach to customer support. Brands across multiple industries trust UJET’s vision. Instacart, Google Nest, Wag, iZettle (a PayPal company), Blink (an Amazon company), Dia & Co, and BarkBox all serve different audiences, but each company understands the importance of customer satisfaction. Through our cloud-native platform, we’ve proved that UJET can scale and help provide the best support for companies of all sizes.

Gartner Cool Vendors in CRM Customer Service and Support, Jim Robinson, et al, 17 May 2019

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