UJET Adds SMS Texting to its Proprietary Smart Actions, Updates Mobile SDK, and Optimizes Queue Management
SAN FRANCISCO – August 15, 2018 – UJET Inc., a leading provider of customer support communications and solutions, today announced significant enhancements to its real-time customer communications platform. With Smart Actions via SMS, Mobile LiteSDK, and advanced queue routing optimization features, UJET is taking the friction out of the customer support experience.
“As most consumers can attest, interactions with support centers are typically fraught with frustration and dissatisfaction,” said Anand Janefalkar, Founder & CEO of UJET. “Legacy support technologies are not up to the task of what end users expect and what a modern support center platform like UJET can provide. Today’s consumers want instant connection and results. With this release, UJET continues to leverage modern smartphone technology to provide an effortless support experience.”
Smart Actions via SMS
UJET Smart Actions enable support agents and end users to interact effortlessly using smartphone-era technology, including identity verification via fingerprint, real-time photo and video sharing, text input, and now, SMS and MMS. Smart Actions via SMS enables end users to send photos, videos, and texts to agents during support calls. Agents can send prompts from preset messages or by composing a custom SMS message to the end user. By leveraging smartphone functionality that consumers use every day, issues can be resolved faster and more conveniently.
Mobile LiteSDK for Custom Support Flow
With the updated Mobile LiteSDK, Custom Support Flow provides customers with two new features to help them customize and structure their end user support flow experience. These features enable UJET customers to present a self-service structure as a first, self-service resolution option, when contextually relevant. The updated Mobile LiteSDK empowers end users with the ability to more readily answer questions themselves, without the need to speak with an agent.
The Visual Menu Navigation enables the support menu to be shown as a menu-driven navigation component, allowing end users to select and navigate through the support menu tree, reducing resolution time and improving customer satisfaction. Integrated FAQ Web Pages enables web pages to be assigned to any menu node. When a specific menu element has been selected, the mobile application will load and display the web page containing content specific to the selected menu item. Persistent support call and chat buttons give end users the option to contact support, in case the provided content does not satisfy their needs.
Optimizing for Queue Routing
UJET provides powerful new routing logic options to customize and optimize call and chat routing for various call center operation scenarios. Expanded QUeue Cascading Groups delivers expansive flexibility for calls and chats to be distributed based on agent availability, geographic location, and skill level. With new Percent Allocation, UJET enables call and chat routing to groups based on predefined percent allocations for each group. Calls and chats can also be cast to all groups if the defined target response time in any group is not met. New Queue Priority capabilities enable admin users to specify the priority value of a selected queue. Calls from higher priority queues will be routed to available agents first. This feature provides the ability to segment end users based on priority, immediately routing them to support to expedite their issue.
Mobile LiteSDK and Queue Routing features will be available in early September; Smart Actions vis SMS will be released in November 2018.
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