Because this unified platform pulls together history of interactions and filters out the noise on each digital channel, we can now use our time to focus on working with each customer until their issue is resolved.
RingCentral
If you contacted the support team of a large global firm, you wouldn’t expect to be greeted by someone who knew your name, understood your issue, and showed a genuine interest in helping you resolve it. Who could blame you? It’s how we’ve all been conditioned.
Unfortunately, RingCentral found its own customer-support operations falling short of the company’s mission. The irony was that they develop some of the world’s most widely used digital communication and productivity solutions. Businesses count on these apps to improve their operations. But when those businesses contacted the company’s support department for help, they often found the experience underwhelming.
Dedication wasn’t the problem. RingCentral sets a high bar for the support agents within the company, and those agents have always shown commitment to delivering the best customer experience they can. The problem was, the communication management platform the support team used made it nearly impossible to provide the timely, personalized help they were committed to giving every user.
An overwhelmed support team
As a SaaS company providing modern digital apps, RingCentral’s business customers are generally tech-savvy. They weren’t just contacting support by telephone. They reached out by online chat, in-app channels, as well as through various social media platforms.
