How Ualett chose a partner to protect the trust built with gig workers
How Ualett found a CX partner worth trusting
Ualett has established the trust of thousands of gig workers that traditional banks overlook. As they grow, they need a customer experience partner who can protect that trust, keep building on it and provide their customers the quick, efficient, empathetic service they need. Here’s how they found the right fit.
The challenge
Traditional banks are built around steady paychecks. Gig income doesn’t work that way. That gap leaves millions of freelancers, drivers and delivery workers locked out of basic financial products like loans and credit cards. Ualett’s mission is to fix that by providing financial solutions built around how gig workers really earn.
A trust-first brand like Ualett lives or dies by its customer experience. Every call a gig worker makes is a critical opportunity to prove the promise is real.
In their words
“The proof is not measured by some internal metric we have. It’s measured by the direct feedback from our clients.”
— Jay Millard, Chief Revenue Officer, Ualett
“The customer service team responds immediately, in my language. They help me, they solve my questions. They really take care of making things a little easier for us.”
— Ualett customer
“You can’t teach passion. And I think there’s a passion for who we serve that is so special. I realized we’ve got something really good here.”
— Jay Millard
What the partnership delivers
Foundever’s team in Colombia knows Ualett’s mission, its product and its customers, which is why they can quickly get them what they need.
Callers consistently reach a real person fast and leave with their issue solved. That’s the baseline Ualett holds itself to. And by that measure, they’re delivering — with a Trustpilot rating of 4.9 earned directly from their customers.
Foundever manages customer service interactions, helping gig workers move through applications quickly and get their questions resolved.
Industry
Banking and financial services