BERLIN, June 21, 2022 /PRNewswire/ -- Ultimate, the
top-rated support automation solution according to G2 customer
reviews, is celebrating a successful start to 2022, with a
record-breaking first half of year, newly-appointed executive to
lead global customer success, and continued product innovation to
help leading brands efficiently and holistically automate their
customer support.
In Q1, Ultimate celebrated 166% growth in new brands
year-on-year, adding deals including Zoopla, Get Your Guide, iCard,
and Conekta. The company is also steadily increasing its US market
presence - having just launched a strategic partnership with
Vonage, the market leader in communication APIs and cloud-based
contact center software, and signed key clients such as Remote, the
San Francisco-based remote work
solutions platform.
With great customers comes great responsibility. And to
spearhead customer-facing initiatives, Kimberley Wood has joined as Vice President of
Customer Success. With a strong track record of growing and
transforming success functions - from GoCardless (online payment
processing) to Qubit (ecommerce personalization) to Bazaarvoice
(social commerce) - Kim brings a skillset lazer-focused on driving
more value for Ultimate's customers. Under her leadership,
businesses will benefit from elevated virtual agent onboarding and
training offerings, enabling their human agents to enjoy an
enriched work life and obtain maximum value from Ultimate's
expertise in support automation and CX best practices.
Reflecting on her ambitions for the Customer Success team at
Ultimate, Kim said: "With a product market fit so clear and a team
this strong, the sky's the limit for us to increase the
satisfaction we deliver to our customers and unlock 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 currently in
the process of expanding from just chat automation to also include
ticket automation with Ultimate - a smart move to tackle what
remains a stubbornly high volume channel for customer support
functions, and one growing 10% year on year. This expansion from
chat to email is part of a product roadmap focussed on omnichannel
CX and driven by customer appetite. One 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 worldwide, launching on July 5th.
To the delight of its global customer base, additional product
releases at Ultimate have focused on making it as easy as possible
to create and maintain virtual agents across many different support
channels and languages: with upgraded multilingual bots, as well as
an intuitive Dialogue Builder for ticket automation and enhanced
analytics.
With changes to the global economy, it has quickly become clear
that Ultimate's application of AI is helping customer support teams
keep support levels high-even when they are operating with limited
resources and in challenging growth environments. Company CEO and
Co-founder Reetu Kainulainen alluded
to these market conditions when he said: "While improving customer
support by augmenting teams with our tech is Ultimate's main goal,
we realize that efficiency and cost reduction are going to be
significant considerations for customers now. The good news is that
what we offer will measurably help customers navigate through these
uncertain times without additional investments."
To enable Ultimate's mission of building the most powerful
automation platform in the $1tn support industry, the company
continues to grow fast. It now numbers over 130 full-time
employees, over 30 of whom joined in H1, and is investing heavily
in both go-to-market and R&D across the globe. Having last
raised $20M Series A in December 2020, and with ambitions to truly
transform the global customer support space, there's no doubt this
momentum marks just one early step of the Ultimate
journey.
About Ultimate
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, frictionless and on-brand support experiences across chat,
email and messaging - in 109 languages. Headquartered in
Berlin, with global hubs, the
company's customers include Vodafone, Finnair, HomeToGo, Gorillas
and Zalando.