Expert Interview: Ubiquity

Expert Interview: Ubiquity

Can you give us an introduction to Ubiquity?

We started Ubiquity with a focus on providing customer service and operational support for financial services incumbents and fintech challengers. Our founding group has extensive experience in the payments and banking space, and we saw a market need to bring that expertise to bear for customer service and operational support. Typically, financial services companies select either a large business process outsourcer or they rely on their transaction processors for customer service. We saw an opportunity to fill the space between, combining our specialised banking background with our customer service and workforce management experience to deliver exceptional service while helping our clients better manage costs and mitigate risks. In speaking with customers every day, we are on the front line of understanding customer likes, dislikes and needs. We combine this with deep industry knowledge to help our clients map customer journeys and refine their product designs. Over the past seven years, we have grown to 3,000 employees worldwide, supporting more than 100 financial services and fintech brands by delivering a variety of services from customer service to fraud and risk solutions. We also have expanded our service offering to include omnichannel solutions like social media management. It’s a high-demand area for us because consumers are interacting with their financial services providers on their apps and online. Social media has become a primary point of entry in many cases and we’re able to solve a customer’s concern without requiring them to call. By using social media listening, moderation and engagement tactics, we’re able to create better customer experiences.

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