Record Growth at Ultimate as the World’s Most Powerful Customer Support Automation Platform Celebrates Continued Customer Expansion and Product Innovation in 2022
BERLIN, June 21, 2022 /PRNewswire/ — Ultimate, G2’s Top-Rated Customer Service Automation Solution, Celebrates Successful Start to 2022, With Record First Half, Newly Appointed Executive to Lead Success global customers and a pursuit of product innovation to help leading brands effectively and holistically automate their customer support.
In the first quarter, Ultimate celebrated 166% year-over-year growth in new brands, adding offerings such as Zoopla, Get Your Guide, iCard and Conekta. The company is also steadily increasing its presence in the US market – it has just launched a strategic partnership with Vonage, the market leader in communication APIs and cloud-based contact center software, and has signed key customers such as Remote, the San Franciscoremote work solutions platform.
With good customers comes great responsibility. And to spearhead customer-centric initiatives, Kimberley Woods joined as VP of Customer Success. With a strong track record growing and transforming success functions – from GoCardless (online payment processing) to Qubit (e-commerce personalization) to Bazaarvoice (social commerce) – Kim brings a skill set focused on creating more value for Ultimate’s customers. Under his leadership, companies will benefit from elevated virtual agent onboarding and training offerings, enabling their human agents to enjoy an enriched working life and gain maximum value from Ultimate’s expertise in support automation and CX best practices.
Reflecting on her ambitions for Ultimate’s Customer Success team, Kim said, “With such a clear product market and such a strong team, the sky is the limit for us to increase the satisfaction we provide to our customers. and unlocking even more value for them as they expand.”
Customer expansion has certainly been the name of the game in 2022, with 100% of customers scaling their usage with Ultimate. Brands such as TransferGo and PURELEI are two of many brands currently moving from chat automation to ticket automation with Ultimate – a smart move to tackle what remains a stubbornly high-volume channel for customer support functions, and growing by 10%. from year to year. This expansion from chat to email is part of a product roadmap focused on omnichannel customer experience and driven by customer appetite. A key result of its focus in 2022? A native Freshdesk integration for ticket automation, to unlock Ultimate’s automation capabilities for tens of thousands of Freshworks customers globally, launched on July the 5th.
To the delight of its global customer base, Ultimate has launched additional product releases aimed at making it as easy as possible to create and maintain virtual agents across many different support channels and languages: with multilingual bots level, as well as an intuitive dialog builder for ticket automation and improved analytics.
With the changing global economy, it quickly became clear that Ultimate’s application of AI helps customer support teams maintain high levels of support, even when operating with limited resources and in harsh growing environments. CEO and co-founder of the company Reetu Kainulainen alluded to these market conditions when he said, “While Ultimate’s primary goal is to improve customer support by augmenting teams with our technology, we realize that efficiency and cost reduction are going to be important considerations for customers now. The good news is that what we offer will measurably help customers through these uncertain times without additional investment.”
To enable Ultimate to build the most powerful automation platform in the $1 billion support industry, the company continues to grow rapidly. It now has over 130 full-time employees, with more than 30 joining in the first half, and is investing heavily in go-to-market and R&D across the globe. Having risen for the last time $20 million Series A in December 2020and with the ambition to truly transform the global customer support space, there is no doubt that this momentum marks just the first step on the Ultimate journey.
Ultimate’s virtual agent platform helps leading global brands scale their customer support with AI. Integrating directly into CRMs, this headless automation solution provides end consumers with fast, smooth, and brand-compliant support experiences via chat, email, and messaging — in 109 languages. Based at Berlinwith global hubs, the company’s customers include Vodafone, Finnair, HomeToGo, Gorillas and Zalando.
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