SAN FRANCISCO--(BUSINESS WIRE)--
UJET, Inc., the company that’s reimagining customer support with mobile-friendly, multi-channel 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 and 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 an 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.
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UJET is a modern cloud contact center software company with leading innovation in smartphone-era customer support on the web, phone, and mobile apps. The UJET platform delights end-users with anytime, anywhere access and simple smartphone functionality and elevates agent performance through context-aware solutions for voice, chat, image, video, and text. The UJET platform is enterprise grade in its global reliability, security, and scaling capacity and is SOC2 Type II and HIPAA compliant. UJET is trusted by customer-centric, innovative enterprises, including Nest, Instacart, Postmates, August, Atom Tickets, and Noon Home to automate contact center processes and provide superior experiences that drive higher customer satisfaction. For more information, visit www.getujet.com.
Copyright Business Wire 2018