Work From Anywhere with UJET
Access the UJET platform from anywhere. Have your entire support organization up-and-running in under a week, not months.
Agents: Through a single internet browser tab, support agents have all the necessary tools and information to focus on resolving issues and providing great experiences from the comfort of their remote work environment.
Admins: Manage teams, instantly customize employee and customer experiences, and review real-time metrics all within the same platform, no matter where you are.
The UJET platform integrates out-of-the-box with Salesforce, Zendesk, Microsoft Dynamics, and Kustomer CRMs. Verint Monet WFM and QM integrations are turnkey, ensuring strategic and data-driven management decisions are discovered and implemented.
Focus on the customer experience, anywhere your support team is located.
Benefits of Remote Support
Provide 24/7 Support
A remote support team can provide high-quality support across more hours of the day. Instead of relying on a strict window for live communication, distributed agents help companies offer longer live customer support hours of operation.
High-priority and urgent issues need immediate communication and fast resolution. Companies that offer services for local markets, like on-demand services, need to have available agents to address problems. These can be solved with distributed agent teams.
Voice, Messaging, and Mobile Channels
Customers are looking for channels that will help them find an answer the fastest. The definition of customer convenience differs with everyone. Some may prefer to speak to an agent, another might want to chat inside a mobile app, and others might want to find a self-service solution.
The UJET platform offers a multimodal onmichannel platform experience. It doesn’t matter what channel your customers prefer because your customer support team can answer them all.
Workforce and Quality Management
The customer support experience can build or lose customer loyalty. Supervisors need actionable data to improve and optimize support organizational performance.
Use workforce management and quality management platforms to continually improve your remote support agents.
UJET has received attestations of compliance for the SOC 1 Type 2, SOC 2 Type 2, and SOC 3 frameworks and the HIPAA and FINRA regulations. UJET is also self-certified for EU-US and Swiss-US Privacy Shield and compliant with EU GDPR.
Additionally, UJET has received certification for the ISO 27001 and 27018 and PCI DSS standards. UJET’s company-wide data minimalization rules ensure your customer data is stored in your systems.
Multiple Languages and Locale Support
Set up support locations worldwide and provide localized platform instances and local phone numbers. Offer customers menus in more than 15 languages.
Tips for Work From Home Remote Agents
As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. The first thing support organizations need to do is trust employees. The second is to provide the tools and guidance to complete the necessary tasks.
Here are UJET’s tips for agents who are starting to work from home.
5 Tips to Manage Remote Customer Support Agents
A strong team doesn’t need to be in the same office to be successful. Even with a dispersed team, managers and supervisors can ensure that agents are providing high-quality support to maintain positive customer experiences.
Use these five tips to manage your remote customer support agents to engage and enable team success.
Top 3 Tips for Handling Customer Support Issue Surges
Now that consumers are staying at home, digital support requests are increasing and the need to provide streamlined support is more important than ever.
How can customer support teams handle these surges in support requests?