UJET Adds Live Multimedia Sharing Over Text Messaging to Improve the Real-Time Customer Support Experience
SAN FRANCISCO – December 18, 2018 – UJET Inc., a leading provider of customer support communications and solutions, today announced the immediate availability of in-call texting and multimedia sharing over interactive voice response (IVR).
The UJET customer contact center solution already enabled end users to share photos and screenshots with support agents via smart actions in its SDK for mobile and web apps. However, not all end users have downloaded a company’s mobile app when reaching out for help, especially during unboxing or installation. With in-call texting, customers can now exchange text messages and media files with support teams whether or not they have the mobile app or are on the company website, making support resolution faster and more efficient.
“We are excited to release one-touch in-call texting abilities to enable most of our smart actions to our voice and IVR customers outside of the mobile or web SDK,” said Anand Janefalkar, Founder & CEO, UJET. “This innovative feature is a direct result of feedback from our customers for cases where the end user is first interacting with a product or service before downloading an app or signing up with the service. In-call texting instantly enables the power of visual media to get customer service agents and end customers on the same page fast.”
In-call texting goes beyond the spoken word and uses the power of visual media to clarify and resolve problems faster. Agents can send a text directly to a customer’s camera-enabled phone to request photos, videos, or screenshots that provide more context and get everyone on the same page rapidly. For example, when a do-it-yourself homeowner is installing a Nest smart device or August lock, the homeowner installer can send a quick picture of the model or wiring situation rather than trying to verbally describe it or risk misunderstandings that delay resolution of the issue. Or, when an end user is on a support call in a public space, they may not want to speak about an issue, so the agent can send a text message request.
In-call texting, an add-on to the UJET Voice/IVR solution, is available now.
For more information about in-call texting, visit here.
UJET is propelling customer experience into the digital age by empowering support organizations to create intelligent workflows, make data actionable, and create a modern business model where organizations have the tools and technology they need to create an immersive, engaging, and one-of-a-kind experience for their customers. UJET is trusted by customer-centric, innovative enterprises, including Google Nest, Instacart, Wag!, Atom Tickets, Getaround, and Grupo Bursatil Mexicano (GBM) to automate contact center processes and provide superior experiences that drive higher customer satisfaction.
Learn more and request a demo at ujet.cx