self-service
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Forumbee Turns Repeat Support Tickets Into a Public Answer
The San Francisco community software company has spent more than a decade on a quiet bet: the best help desk is a crowd of customers answering each other in the open.
Deflection Isn't a Strategy. It's Debt.
These three metrics get used interchangeably and they measure completely different things. Deflection counts customers who did not reach an agent, containment counts sessions that ended inside the bot, and resolution counts problems that actually got solved. Only the third one is a business outcome.
The Experience Center
A UJET brand film reframes the contact center as an 'experience center' - not a cost to minimize but the richest customer signal a company owns. The video walks through five moves (channel blending, mobile SDK and biometric auth, AI automation and routing, agent assist, and real-time CRM sync) that turn support from a ticket-closing utility into a loyalty and revenue engine.