AXA
The largest insurance provider in Switzerland enhances customer engagement by communicating across digital channels.
The previous customer service software we were using didn't provide an overview, so agents had no insight into previous interactions with the customer or even if an agent was somehow already engaged with that customer.
Our agents had to search each channel to see if a customer had written a message or a comment on a Facebook post, for example. It was painful and difficult to track the interactions.
There’s a huge potential for change in the coming years. That’s why it’s important to have a central platform connecting all those channels in use today. There might be different popular channels one year from now, but it won’t matter. RingCentral Engage Digital allows us to connect other messaging services in one month or less.
In addition to being simple for our customers to contact us via messages, RingCentral Engage Digital is easy for our agents because customer messages pop up in their dashboard. Agents can immediately answer questions but have time to provide answers if multiple messages come in at once. This is far different than handling customer service on the phone, where agents must immediately provide an answer.
Social media messaging services represent the next paradigm of interactions with customers. These types of interactions are a game changer. Without a tool like RingCentral Engage Digital, it wouldn't have been possible for our company to enable one-to-one interactions with customers on so many touch points.