We’ve all experienced it, contacting a company’s customer support phone line so that they can try to troubleshoot a technical issue with a device.
"It’s painful, it’s like trying to find a needle in a haystack, blindfolded with voice prompts"
Those are the words of CEO Anand Janefalkar, whose company UJET aim to modernise the way in which customer services are provided. We chatted with him about their platforms and the ways in which he hopes to change customer service provision.
Tell us about UJET and the drivers for the business
Anand explained to us how their software platform streamlines the management of customer service interaction for end users. Improving both the end user experience but also the efficiency of the service agents with simply integrated plugin tools.
Anand knows the pain of poor customer services all too well. With personal experience of issues when trying to log his surname in support tickets over the phone, he has been inspired to transform customer service provision.
"Every company that has a service or is selling a product provides customer support and it’s not delightful today – the reason why people are not hanging up happy, is not because of the people but because of archaic platforms underneath"
"Despite it (customer services) being a well-defined industry, I think it is a good decade or two behind the times and it is also an industry which is completely devoid of user experience"
UJET aim to change that. Their customer interaction platform offers a holistic experience for voice and chat channels that customers can reach in-app, on the web, and through traditional call routes. Replacing the complex and costly systems of lines, and contact numbers with a simple SDK to transform the customer’s experience. Ensuring that service provided is suitable for the modern world of smartphone and mobile device users.