Your mobile app is part of AXO too.

In Your App

• Use SmartActions mobile CX technology to authenticate customers using existing pin, passcode, or biometric security methods already set up on their smartphone
• Allow direct sharing of photos, video, and text so customers can point directly to the problem, rather than having to describe it
• Automatically screen pop data from the app to the CRM record to reveal important user and diagnostic information to accelerate resolution
• Present information to agents in real time, and store all media and event data securely in the CRM

That context (identity, photos, prior sessions) is available the instant a conversation reaches AXO, human or virtual.

Smartphone Context

The ujet.cx mobile SDK captures data such as app version, device information, geolocation, and last actions taken, so agents can pinpoint issues and find solutions quickly.

That context flows straight into AXO, so agents and virtual agents see it instantly, with no manual lookup.

Biometric Verification

SmartActions makes verifying callers faster, easier, and more secure. Instead of asking your customer for their childhood pet’s name, send an automated verification request to their smartphone before the call connects to a live agent. The customer can choose to authenticate themselves using an existing passcode, or the same biometric identification methods they use to unlock their phones, like Face ID or a fingerprint. The entire verification process takes seconds, and allows your agents to quickly move on to resolving the issue the customer called about.

Photos and Video

Many of the issues your customers are contacting support about can’t be resolved by simply reading the agent an error code. With our Android and iOS SDKs, your agents can visualize the problem by asking your customer to send a video, screenshot, or photo using their phone or another internet-connected device. Once the photo or video is received, ujet.cx saves it directly to your CRM and does not store or save any customer information, which reduces the risk of exposure or data breaches.

Text Input

Need to gather additional information that your customer would rather not share out loud? Agents can quickly send a text input request to verify spelling, or collect information like symptoms, addresses, or a membership number discreetly.

All information gathered via text input is saved securely to your CRM to help inform future agents working on the account. Agents can also send the customer an SMS with a deep link to point them to a specific page on your website or app.

Pre-Session SmartActions

Pre-session SmartActions lets you collect the information needed to resolve customer concerns before the call connects to a live agent. Biometrically verify the caller using Face ID or a fingerprint, and request more information about the reason for their call via photos, video, or text input. Collecting these details before connecting the customer to an agent increases agent efficiency and decreases the amount of time required to resolve the issue, which saves you money and improves customer satisfaction.

Visual IVR

• Eliminate channel switching and customers repeating themselves by providing end-to-end customer engagement from within your app
• Reduce customer frustration by providing a visual IVR experience that is consistent across all channels, rather than slow and robotic voice prompts
• Expedite resolution by presenting customers with an estimated wait time before selecting their preferred channel, or requesting a callback
• Balance hold times by dynamically offering channels based on current estimated wait times

Mobile Chat

Blend multiple forms of communication into one efficient conversation without losing context, or collect information via chat before transitioning to a phone call, so your customers quickly get the help they need.

• Collecting information via chat before transferring the customer to a live agent
• Offloading tasks traditionally supported by live agents
• Using real-time and historical data to route to either a virtual agent or live agent
• Reducing queue time for live agents
• Automated conversational support
• Providing relevant self-service options
• In-app image and video capture

In-App CSAT

• Resolve issues faster and collect satisfaction surveys on every interaction
• Increase survey response rates without asking customers to invest more time