Case Study: iZettle achieves up to 10% higher CSAT and lower support costs with UJET

iZettle Finds a True Partner in Customer Experience Innovation with UJET

iZettle, a Stockholm-based fintech serving small businesses across Europe and Latin America, needed a modern contact center to scale while preserving excellent support. Their legacy platform was unstable, lacked callbacks, wait‑time notifications, chat and mobile integration, and iZettle wanted a more agile, mobile‑first partner — so they evaluated and moved to UJET’s cloud contact center.

UJET deployed its intelligent call‑routing platform and Web SDK (with mobile SDKs planned), adding callbacks, better voice quality, chat and in‑app support to guide customers to agents or self‑service. The partnership with UJET delivered measurable gains: CSAT improved by up to 10%, agent/admin training time was cut by about 50%, support costs fell, and iZettle rolled out multilingual and outbound number capabilities while continuing to expand mobile support.

iZettle

Johnnie Hydling

Head of Customer Engagement Operations