UJET Releases New Research with Insights on the New Tools, Technologies, and Channels Shaping Customer Support

SAN FRANCISCO, CA – February 11, 2020 – UJET Inc., a leading provider of customer support communications and solutions, today released its new report, Optimizing Channels for Customer Support, focusing on the new tools, technologies, and channels customers are moving towards as they look for a more seamless support experience. The report is based on a survey conducted with data analytics firm YouGov, which queried 500 respondents across the United States between the ages of 18-64. Questions focused on consumer preferences and expectations across three industries: e-commerce, on-demand transportation, and on-demand food delivery.

The importance of delivering a branded, VIP-like customer experience is more important than ever. This report focuses on the channels customers are embracing and the tools they are gravitating towards, whether it is out of necessity, convenience, or personal preference.

“Business leaders and executives are steadily seeing the impact that customer service and support can have on generating both short and long-term revenue and fueling business growth,” said Anand Janefalkar, Founder & CEO, UJET. “This report displays the importance of bringing together multiple support channels and modalities in order to meet the needs of different customer experiences and journeys.”

According to UJET’s report, the next stage of modern customer support is emerging, and some of the most impactful trends include:

Customer across all age demographics are moving towards text-based channels for customer support
While phone calls are still a popular support channel, especially for urgent issues, the demand to interact with support through text-based channels is well underway. While the perception is that Millennial and Gen Z customers are leading the charge for more mobile and digital-focused support interactions, UJET found that customers of all age groups and demographics are migrating towards text-based support channels such as in-app messaging, live website chat, and text/SMS channels. UJET’s data shows:

  • 72% of respondents thought that texting in real-time with an agent would improve their support experience.
  • 70% of customers believe in-app messaging and chat would enhance their experience with customer support.

Improving customer experience through new features and applications
Whether it is out of necessity, convenience, or personal preference, the list of channels that customers are using to connect with companies continues to grow. However, simply expanding your customer support footprint across multiple channels is no longer enough. The support experience that customers are looking for reflects the devices they are using. UJET’s report revealed that the ability to upload and share photos, videos, and screenshots in real-time so an agent can visually understand an issue were all features and applications customers identified as ways to improve their support experience. The data shows:

  • 67% of respondents want the option to upload and share a photo with an agent so they can visually understand the problem.
  • 66% of respondents want the option to upload and share screenshots.
  • 43% of respondents want to use fingerprint or facial recognition to identify and authorize an account.

The human side of support still plays a key role
Providing seamless and identical customer support experiences across multiple channels requires more than just new technology and features. The helpfulness, knowledge, and thoroughness of support agents all still play key roles in delivering support experiences that result in higher brand loyalty and customer satisfaction. For companies of all sizes and industries, the future of customer support requires the combination of human interactions paired with modern technologies.

To learn more about how customers are pivoting towards new tools, technologies, and channels in search of a seamless customer experience, download UJET’s report, Optimizing Channels for Customer Support, here: https://ujet.cx/resources/white-papers/optimizing-channels-for-customer-support/

Partnering with data analytics firm YouGov, UJET’s online survey of consumers included 500 people in the United States between the ages of 18-64. Consumers from all 50 U.S. states were represented in the survey. The research focused on understanding customer support expectations, preferences, and commonly used channels in three industries: e-commerce, on-demand transportation, and food delivery.

About UJET
UJET is propelling customer service into the modern age. Our cloud-native and smartphone-centric platform empowers contact center professionals to create intelligent workflows, unify data and make it actionable, and create a modern and scalable business model where the next-generation 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, Instacart, Green Dot Corporation, Wag!, and iZettle, a PayPal service, to automate contact center processes and provide superior experiences that drive higher customer satisfaction.

Learn more and request a demo at ujet.cx

Media Contacts
Jason Sophian
Head of Communications, UJET