In a very competitive landscape, customer satisfaction has become the key to stand out from competition. Customer support professionals strive to:
- Build and lead efficient customer services teams
- Establish best in-class support for their customers
- Increase productivity amongst their team with limited resources
- Improve customer support processes
Engage Digital helps over 40 global telecom operators around the world with their digital transformation.
RingCentral Engage Digital enables companies to manage all their digital customer care channels through a unified platform.
Using Engage Digital, you can aggregate all digital channels: social media (Facebook, Instagram, Twitter, YouTube), live-chat, email, messaging (Apple Business Chat, Facebook Messenger, Whatsapp Business Services), in-app-messaging and many other channels through a single interface, making it easier and more efficient to manage customers' enquiries.
Not only does this increase your efficiency while reducing your workload, but it also has a direct impact on your customers' satisfaction and enables you to monitor your team's success better.
Bring your customer support a step further with RingCentral Engage Digital, the smart platform built with multi-criteria and AI analysis that will provide fast and correct routing to your contact center or your local BPO.
Each message is routed automatically (similar to phone ACD) to your most competent agent to answer, based on the content of the message and the skills of the available customer service representatives. Engage digital also provide essential features like dynamic knowledge base, contextual responses or the ability to seek help to boost your agents’ productivity and facilitate their daily tasks.
To go the extra mile in personalisation, the platform will also route interactions to the agent who previously handled the issue. This way, you can limit the frustration of repetition for your customers and always provide the best in-class support.
Designed to interact with your entire ecosystem, Engage Digital will allow you to successfully build a strong, collaborative and hard-working culture within the support team. Managing teams through one platform, increases employee productivity and customer support process.
After adopting Engage Digital, our clients noticed an increase in their customer satisfaction rate and better management of their resources. More specifically, one of our customer (one of the largest telecom operators in France) has seen a rise of 15% in customer satisfaction and a 47% cost-cutting since the implementation of Engage Digital.
RingCentral Engage Digital gives you all the supervision tools you need to monitor your agents’ activity and supervise their work easily. The supervision interface will allow you to improve your KPIs and productivity.
The platform helps to optimize digital service levels with actionable live analytics that can be personalised according to the agents' needs. Supervisors and business leaders can view metrics and reports across digital channels, teams and agents will provide consistent support across those channels.
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