Hurry and Disrupt your Customer Support Experience


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Disrupt Supervisor TrainingYou just might need to face the fact that you are unable to move as fast as your customers want. But it might not be your fault.

Your roadblock from assisting customers in accelerating down their customer journey just might be because your systems are dumb phone centric while your customer is smartphone centric. And that leaves you looking stupid.

To jump from the old into the new, you need to disrupt your mindset on what your tech needs to do and how it does it – to what your customers require and how your people can deliver it. So, hurry and disrupt yourself before it’s too late.

Your bridge from leaping from where you are to where you need to be might be easier by jet. More appropriately, I should say UJET.

At least that’s what I began to picture when I met up with CEO of UJET, Anand Janefalkar at ICMI’s CCDemo.

Here is an edited transcript of my interview with Anand:

Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here with Anand Janefalkar with UJET. Anand how do you help folks get over the hump?

Anand Janefalkar: Well as you saw, my last name is kind of difficult to pronounce – and I know I’m not the only one. And I was actually very frustrated how today’s support is really risk prone and error prone when it comes to pronunciations of names. When it comes to describing problems, streets so on and so forth.

So, what we do is we don’t treat customer support as a cost equation – we treat it as experience equation. Today’s modern customer reaches out for support through websites, through the app and through the IVR. We cover all three entry points and we do voice and chat, both.

We curate the journeys that go from initiation of a problem all the way to the contact center and help them get the best experience – their ability to share photos, videos, spell out names in real-time so that there are no risk factors involved. There’s automatic authentication using finger print or PIN code.

The same experiences that you use for the apps that use today, why is support the only tab that throws you outside the app? And that’s what we help maintain. The same brand experience, the same user experience on your website as well as your app.

Jim Rembach: So, I know when I start thinking about your particular solution there’s a whole lot of impact and affect that actually could be experienced by the customer as well as inside the contact center – so when I think about the supervisor, how do you make their life easier?

Anand Janefalkar: We’re the only company in this business does that does not incentivize any part of our business to extend the duration of a conversation. What we mean by that is we don’t have any markups on minutes – we’re a flat one cent per minute fee worldwide. And also we provide the smart actions that reduce the durations of the calls.

That helps in two ways – not only customers get a great experience because there suddenly their fifteen-minute call where they have to speak about everything starting with their identification – to their roof leaking – to their fender bender – to a screenshot error on their app becomes automatic by using modern tools and on the supervisor and agents side they can communicate with their customers the same way they communicate with their friends and family by sharing photos videos requesting error packets on and so forth.

What this does is not only in reduce the cognitive distance between the agent and the issue – but also helps supervisor plan their contact center more efficiently and curate the journeys. Let’s say there’s a simple issue that can be deflected to a website – if it’s an issue that requires tracking of something that can be deflected to a chat – if you have an issue where you need to change the billing information where you need to share a photo of your billing invoice or your utility bill. That can be done in real-time requesting a photo.

Additionally, supervisors really love our real-time dashboard that actually works. Has actual real-time APIs and can embed into any systems flawlessly – whether it’s a workforce management system like the Monet and the Aspect or whether it is a business intelligence tool like Tableau or whether it’s a data visualization tool like Looker – and it is really real-time.

Jim Rembach: Anand, how do folks learn more?

Anand Janefalkar: Visit us on our website at and we have a short demo room over there where you will be able to play with the product to put yourself in the shoes of an agent and a supervisor

And of course, we’ll real out to you and talk about how we can solve your pain points. Because every customer support team is different – every brand experience is differently curated and configured and we have made a platform that has been designed for distributed cloud as well as mobile smartphone centric on demand as primary design principle. We’ll show you how to do that.

Jim Rembach: Anand thank you for sharing your knowledge and we wish you the very best.

Anand Janefalkar: Thank you so much.

Republished with author's permission from original post.

Jim Rembach
Jim Rembach is recognized as a Top 50 Thought Leader and CX Influencer. He's a certified Emotional Intelligence practitioner and host of the Fast Leader Show podcast and president of Call Center Coach, the world's only virtual blended learning academy for contact center supervisors and emerging supervisors. He’s a founding member of the Customer Experience Professionals Association’s CX Expert Panel, Advisory Board Member for Customer Value Creation International (CVCI), and Advisory Board Member for CX University.


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