On-demand companies have two customer groups who need support: consumers and gig workers. Time-sensitive and high-priority issues require proactive solutions. Instead of a general queue, optimize support with self-service options, intelligent queue routing, and Direct Access Points to manage incoming requests.
According to UJET’s U.S. fall 2019 survey, 61% of customers use a mobile device for support and 48% use in-app messaging to communicate with an agent for on-demand delivery services. Support for this industry is mobile-focused and requires real-time communication solutions.
Customer Case Studies
Instacart had a goal to offer an entire shopping and support experience on mobile. With in-app voice and chat, over 100,000 Shoppers are supported by over 1,000 agents across North America. A 23% SLA improvement on in-app chat and 18% SLA improvement on in-app voice and a 30% handle time reduction while maintaining a high CSAT.
“UJET shares our commitment to ensuring that support issues are being resolved with minimal touchpoints and in record time.” – Kevin Henrikson, VP of Engineering
Cleanly discovered that legacy platforms were the solution to keep up with growing business. Recognizing chat as a preferred channel with voice and IVR, all three channels combined with the UJET platform helped Cleanly scale for mobile-focused customers. Call times were reduced by up to 11 minutes with a 13% increase in customer satisfaction through queue prioritization and support optimization.
“All the features and customizations of the UJET platform helped us become more responsive to our customer’s needs.” – Torva Williams, Customer Success Manager
As a mobile-only on-demand service, it was essential for Wag! to offer an entire customer experience through its app. The UJET Mobile SDK provided the backbone for the support experience. Voice, IVR, and messaging give customers the choice of how they want to reach out to Wag! Average wait time decreased by 50% and call abandonment decrease by 7%.
UJET provides Wag! with mobile-only consumer experience supported by native in-app customer support for Android and iOS through a lean mobile SDK.