Ultra Mobile wants the best care for our Customers because it matters. Quality wireless service is great, but going above and beyond for Customers when they have problems or questions truly sets us apart — and Customers know it. It’s reported that 89% of Customers are more likely to make another purchase after a great customer service experience.1 Friendly customer service is so powerful that it makes 93% of customers more likely to buy something again.2  Here’s how Ultra Mobile makes sure that our Customers have Ultra-Amazing care.

our average hold time is 30 seconds with a cartoon stopwatch

1. Customer-Centric Call Flow

Ultra Mobile’s Customer Care puts Customers first. When you call Ultra, we want you to have an enjoyable time unlike the usual rushed, confusing Customer service calls. That’s why our average hold time is 30 seconds.* Ultra Mobile focuses on Customer relationships. We want to answer every question Customers may have and listen to their concerns (and we mean every). Each call is an opportunity to connect with our Customers, so don’t hesitate to give us a ring.

Multilingual Customer Care

We have Customer Care in multiple languages: English, Spanish and Mandarin (you can reach our Care Team between 5 a.m.-7 p.m. PST). Because we offer Unlimited Talk & Text to 90+ international destinations, we want to make our multilingual Customers feel comfortable. 

Chatbot

If Customers need help outside of our working hours, they can head over to our Chatbot on ultramobile.com. It’s available 24/7 to help with all kinds of problems no matter the time. Chatbot is also great for when Customers need answers fast.

ultra mobile's average customer satisfaction rating is 96% with 5 yellow stars

2. Comprehensive Issue Resolution

Ultra Mobile works hard to ensure that Customers don’t need to call us back — because let’s be honest, no one likes calling Customer service multiple times for one problem. We value our Customers’ time, so we try to talk through all of their current issues and think of any potential future problems that could occur. We even offer free activation support, so Customers feel supported from the moment they begin their service.

Ultra Mobile wants Customers to hang up with knowledge or action steps that help their current problems and with their peace of mind intact. In fact, Ultra Mobile’s average Customer Satisfaction Rating (CSAT) is 96%*.

3. Top-Tier Talent

Ultra Mobile only wants the best of the best to work with our Customers. That’s why we hire the best agents in the industry. We offer competitive compensation, so great talent not only wants to work for Ultra but also wants to stay with us. Having kind and caring agents means that our Customers receive kind and caring service. Because having issues with your phone or phone service can be frustrating, Ultra Mobile knows that having a friendly agent helps make the call more enjoyable.

4. Continuous Improvement

To make sure that Ultra Mobile continues to have the best Customer Care, we are always looking to improve. We take Customer feedback very seriously and use it to make our services better and  Ultra Mobile appreciates honest feedback because we want to learn how to better help our Customers. This strategy along with the others listed above allows for Ultra Mobile to stand out in the world of Customer Care. 

ultra mobile cares with a purple heart in the middle

Ultra Mobile Cares

We value our Customer Care because it’s how we can best help and support our Customers. Our Customer Care team is just one of the many things that makes Ultra Mobile so Ultra-special. If you also prioritize Customer service when choosing your wireless provider, explore our plan options below. We put the same care into them as our Customer team.

Explore Ultra Mobile Plans

1Salesforce Research 2HubSpot Research  *May 2024