UJET Erfahrungen

The folks at Ujet have created a really great product. Not only is the voice quality better than any other system but it’s more reliable and very easy to use. They also understand the value of the relationship and treat you like a partner not a client to be sold things. Highly recommend.

Reporting needs to be updated. Today it’s either the live dashboard or downloading excel files.

I love the ease of use for the agents. I really like how easy it is to setup and implement features/enable settings. Although we don't use much of it, I like the visual of the call and chat dashboards. I love being able to watch chats in real time or listen to calls in real time. Setting up our IVR was a cake walk compared to other competing products. I love the chat shortcuts and the ease of which I can add or edit them.

Some of the UI needs improvement, for example if you click on the dashboard and see an agent in an aux code, click on that, it brings you to that specific aux code report, but clicking agent details doesn't allow you to quickly change their status, you have to go to the separate agent tab instead. Small things like this would improve the usability and speed in which I'm able to execute functions as an admin. Our biggest gripe has to be that calls and chats are still on separate dashboards which means as an admin I need to have two open tabs to monitor traffic.

It's nice to have all of the info in one place, meaning stats on performance and number of tickets completed or calls taken. It's nice to see how my number matches up with my peers numbers.

Sometimes it can be a little wonky or do some weird things. For example, there have been a couple of times where I will be in one UJET status, such as available, and it will move me to unavailable. This, of course, can affect my numbers and scorecards. Just last week I was in a phone call and when I hung up it said I had missed a call while still in the other call - if these bugs were worked out it would be perfect!

UJET is one of the easiest software for customer service, it is really easy for doing internal transfers or maintain the call in the best way possible. It got a lot of features that allow us as agent to know in what internal auxes we can be and what external auxes we can be as well. When it comes to call the clients and maintain the best experience on the call UJET will never let the call down

Actually I've never seen something missing in this software It covers all the basics for an agent of Customer Service and Technical Support that can help us as an agent to keep the call easy and smoothly.

I love that when you pull up a client in the database, all of their information comes up. Also, all of their related tickets come up as well. I love it when I click on a client's name and everything comes up. Phone calls, emails and the fact that we can merge a ticket into another ticket to keep everything organized are phenomenal and it's efficient.

The thing I least like about Ujet is that in the Time and Date for the emails and phone calls that you send out will say Monday and not give the date. Or it will say today and not the date. It stays that way. They should always put in a date instead of putting the day because it's always changing and if you haven't checked in on a ticket or forgot to then you don't know if it's this Thursday or last Thursday. Or maybe I'm not looking at it correctly.

It’s an almost comprehensive software. I also appreciate access to review previous call logs and emails of customers who call, for information purposes and to help further resolve some issues.

1. Notification sounds of an incoming call is muted every time I first log in, until I pick up my first call. After the first call is picked, the sounds activate for all other incoming calls. Can be inconvenient if user is replying to something from the previous shift on another tab and receives a missed call as a result.
2. Lack of consistency in countdown when receiving a call. Sometimes I get a missed call after only 6 secs. Should be 10 secs all across the board.
3. It’s difficult for users to pull up call log histories of a phone number, unless we receive or call that phone number. Sometimes customers call with a different number, maybe a spouse’s or their landline, claiming they called before using another number. In order to resolve their issues, that other phone number’s log history needs to be located to hear previous conversations or read previous emails.
4. Most things can be accessed from UJet regarding a customer but format is very compact and dense. It discourages user to access information through UJet and instead use the original avenue.
5. Calls logs should appear for third party calls. For instance, if I place someone on hold to call another phone number to assist the situation, I should be able to see that new number’s log history.

Fact that you can integrate the Ujet with CRM like Kustomer and Zendesk, You can also use smart actions that are really cool like you cans end someone a link while on phone, and the customer can also share with you like a contact during the call or eve other inform that you may require

Generally i liked the app but, it is always up about 97% but when it goes off for any reason the team are always on top and will fix the issue ASAP

Ujet provides the perfect combination of advanced functionality with ease of use. Through configurable tables, we can create the perfect set up immediately and directly. The best part however, is that Ujet offers services designed to wow customers while saving money. Unlike everyone else in this space, Ujet's cost structure does not benefit from extended handle times; as a result, Ujet is proud to help you cut cost by lowering AHT. That's a game changer!

Only con was that Ujet was brand new when we launched. The launch went incredibly smooth but represented our biggest risk.

I've been using UJET as an agent for phone calls for almost 6 months. I've dealt with outbound calls, system status changes for different occasions and it has worked beautifully. No complaints regarding the usage and look. Efficiency wise, it has never presented a problem thus far.

Honestly, there is nothing I could say that I dislike about the software. Most technical issues within the experience as an agent and administrator have been because of hardware (local computers).

Very user friendly, intuitive and it makes training for the people who are going to be using it, really easy.

It may be buggy with integrations with other CRMs, like Salesforce.

This product is easy to use and doesn't cause for much explanation. It allows me to do my job with ease. I also have the ability to multitask while using UJET without messing up my calls and chats.

I hate when UJET freezes or changes your status without you knowing. Sometimes you have to completely restart UJET just to get it back to normal. It will also randomly end the call even when your connectivity is good. Sometimes it will make the noise that I chat has come in, but I am unable to see it.

How user-friendly it is. I am not really tech savvy but I had no issues learning to use this system

I use this system all day every day and I have not had any issues with it since we started using it.

The interface is pretty straightforward.

I wish that the volume I set on my laptop would stay at the level I set it. It somehow resets to always being super loud when it rings and when I'm placing a call.

I wish that the size I set my Ujet would stay that size- I make it that size for a reason and having to constantly adjust it back down is frustrating.

My Ujet has not has sound for about 2 weeks now- I rely heavily on the visual cue of a call coming in. I have done the trouble-shooting methods that have been presented to us.

Over the past week my calls done connect as quickly as they used to. I work in the same location, ie: the same distance away from the router as I have before. It will count me down then just say "Connecting..." for upwards of 30-45 seconds. When that happens with all of my calls it's a major time eater.

The ease and efficiency of redaction of private information.

Calls drop and you can’t keep the call after establishing connection again.

The easy to use functionality, very straight forward and to the point app!.
I work in dispatch support and use this app on a daily basis to communicate with drivers, merchant and customers when needed and with the very quick and efficient easy accessibility UJET offers it makes my day run smooth on a daily basis!. Thank you UJET <3 :D

Honestly there is nothing at all, that I dislikes about UJET! Job very well done on creating a awesome and very useful application!

It's easy to use, and it doesn't require a hard install. It's simple to use and doesn't really require any instructions to be given. So easy a toddler can use it.

The only thing, would be that it lags a little, but that could just be due to the internet connection.

Ease of integration with Salesforce. When running reports and reviewing calls it makes things alot easier from a supervisor's point of view.

Would love to be able to review out bound calls. At this time were not able to

The best feature of UJET is the fact that it already is prepopulated with responses that are tailored for any situation we may encounter. They are non-generic and flows naturally allowing ease of conversation and excellent customer service.

Because technology failed at times, sometimes this affects UJET. There are times when the software will go down and we are unable to type or communicate with the customers. I also hate that whenever I receive another chat the one I was on becomes stuck and It almost switches to the new one.

The user interface is easy to use. The color code when switching to different aux codes is nice to have. Easy to know what aux code you are in.

there is no time/clock when you put customer on hold. Something the developer can add.

I liked how easy it is to maneuver and use during calls.

It is slow to load and sometimes it puts me in unavailable without notice.

Easy to access
details are straight forward

there are a lot of issues when you remove the UJET phone from the main page. there are times UJET will go on unavailable, unresponsive and there are times it will disconnect the call even you are using Ethernet connection

I am able to transfer calls easily to different departments.

it may not allow me to make calls if the wifi connection is off

It will show the details of the calls and if you have a managers access you will have full control on the reports

You need to download the date per agent if you need to check their status like break, lunch and etc.

I like that UJET allows you to call customers back when hung up too early and import calls into zendesk.

I wish there were chat options with customers within UJET.

The UJET system is pretty straight forward and easy to use.

Their are occasional system errors when transitioning into different Aux codes