The loyalty-building value of hyper-responsiveness in finserv

…Bmtx makes it exceedingly easy for customers to reach out for support and offer feedback through their favorite digital channels. The challenge was supporting the high volume of front-end online and social media engagement with customer experience research and responsiveness on the back end. Bmtx had specific goals of improving first call resolutions, reducing email […]

How to build multichannel infrastructures for challenger finserv brands

…Competition for digital banking customers is fierce, with countless new challengers entering the market. To captivate and retain customers, a well-designed customer journey is a must. But you also have to build a robust support framework that anticipates and responds quickly to customer needs. Download Case Study Ubiquity’s expertise helped ensure that we launched with […]

Great CX (and better economics) are on the menu when AI and people work together

…ConverseNow is an artificial intelligence (AI) startup automating and personalizing restaurant orders in high-volume voice channels, such as phone. Their digital agent “George” speeds up the ordering process and removes the need for in-store employee to take orders; however, “he” sometimes struggles if there’s too much background noise, customers doesn’t speak clearly or they try […]

A/B Testing Fuels Portfolio Growth

…Refining the customer journey helped Spanish-language media titan Univision improve retention and profitability. Univision initially hired Ubiquity for bilingual customer service for their pioneering prepaid program; however, Ubiquity’s operations team quickly identified key areas of opportunity to support the company’s broader growth initiatives. The CX specialist worked in tandem with Univision to devise a testing […]

Live Chat Done Right

…Live chat is becoming a go-to channel for support, especially for online shoppers. But it’s a channel that demands real-time responsiveness and accuracy to drive satisfaction and repeat purchases. Accent Group sought a partner with proven retail and chat experience to give the channel the attention it requires. Download Case Study

Food-Ordering Operations Overhaul Delivers Speed and Satisfaction

…Australia and New Zealand’s top online and mobile food-ordering service wanted to expand its restaurant footprint and boost marketplace adoption. The high-growth company tapped Ubiquity to revamp its front- and back-office operations.   Download Case Study

Transforming Tech Support with Data Analytics

…Case Study: GoDaddy GoDaddy’s engineers were spending more time on the phone and less time on product development. Ubiquity solved the problem with a data-driven strategy that also took customer satisfaction to new heights. Download Case Study

Teaching Students to Become Customers for Life

…Case Study: BankMobile Learn how Ubiquity helped BankMobile meet the demands of millennial customers during peak back-to-school season and every day of the year—while also reducing costs. Download Case Study