More affordable travel
Uplift makes it easier for people to make special memories and purchase incredible vacations. Based out of Sunnyvale, Calif. with offices in Reno, Nev.; Toronto, New York and Guadalajara, Mexico, the company offers simple no-fee payment plans in partnership with some of the travel industry’s leading brands, including Carnival Cruise Line and United Airlines.
“Customers shop online with their preferred merchant, process their order and receive a buy-now, pay-later option before checking out,” said Chrissy Vining, Director of Customer Success at Uplift.
A fast-growing digital business, Uplift is a hotbed of in-house collections experts, marketers, underwriters and systems engineers. The first point of contact is its customer services team, who must balance delivering amazing customer experience (CX) with strict financial regulations. And there was still room for improvement when it came to technology.
As a Silicon Valley startup, Uplift had a team of engineers handling customer service calls with Aircall PBX and Zendesk ticketing systems in the early days. With its rapid business growth, this process soon became unsustainable. The company needed a more mature contact center solution and dedicated customer service team.
The first order of business for the Uplift team was to evaluate its systems and determine where the highest impact could be made. “We realized our old contact center model was no longer scalable,” added Vining. “The systems in place just couldn’t do what I needed them to do. So, we started looking for a cloud solution with features like omnichannel, AI, and better reporting and metrics tracking.”