It’s no longer just “nice” for call centre agents to provide an exceptional contact centre experience, it’s vital. According to the report, 2022 June Market Study: CX Trends, Challenges & Opportunities by CCW, a staggering 60% of consumers say they would switch to a competitor after just one or two bad experiences.
Luckily, RingCentral has 10 new tools and features to help your service team strengthen your contact centre experience and keep your customers productive, knowledgeable and satisfied.
We’ve broken these new features down into a few helpful categories:
- Call centre software to empower agents
- Self-service tools for better customer experience
- Engage Digital: Updates that boost self-service, unify customer information and improve insight
Let’s take a deeper look at our 2022 innovations for a better customer experience and how they can help you improve your contact centre solutions. Watch the video or read on below.
RingCentral call centre software empowers agents
Agent burnout and high turnover make it difficult for contact centres to provide a consistent, high-quality support experience. RingCentral provides tools that help agents resolve customer issues smoothly, so CX teams are more likely to enjoy their work and stay at your contact centre.
Real-time Interaction Guidance and Behavioural Coaching
RingCentral’s Real-time Interaction Guidance (RTIG) and Behavioral Coaching uses AI to track customer sentiment and agent behaviour during interactions. For example, the Real-time Interaction Guidance and Behavioral Coaching feature can notice when customer service agents aren’t showing enough empathy and will coach them to ask customers more questions. It can also recognise when agents are speaking too fast, not listening, or other behaviours that could be improved.
Leadership teams can use the RTIG dashboard to explore trends and use this information to personalise training for more effective results. Because the RTIG guides agents on compliance and multiple soft skills, it helps to improve employee satisfaction (ESAT) and customer satisfaction (CSAT).
2. Agent Assist
RingCentral’s Agent Assist empowers agents by serving up the information they need to respond to customers accurately and quickly. Agent Assist works across both voice and chat.
When agents have immediate access to critical customer information, it not only reduces their stress but also helps your company improve ESAT, CSAT and FCR.
RingCentral tools to help customers with self-service
Many customers now prefer to try to handle problems themselves without having to reach out to a support agent. As Geeta Menon, RingCentral’s Senior Product Marketing Manager, explained in our recent webinar, 80% of contact centre users prefer to begin with digital customer interactions before they have to switch to any other communication channels (e.g., contacting a live agent). So, it’s becoming increasingly important for companies to provide a variety of resources like knowledge bases, intelligent virtual agents, and chatbots.
RingCentral has self-service tools that can improve customer expectations by helping them find what they need without the help of agents.
3. Bot Builder
RingCentral’s Bot Builder allows you to create, test, and deploy your own customised omnichannel “smart” bot – no coding required. Our tool’s bots can quickly answer simple customer inquiries and take care of redundant tasks, like resetting customer passwords, freeing up agents to handle more complex and value-added activities.
Support teams can also fine-tune Bot Builder’s smart bots to recognise industry terms and company-specific formats. With this feature, your technical support team can offer your customers self-service and save time, money, and improve your bottom line.
RingCentral’s Guide is a proactive pop-up tool that provides contextual self-service – in the form of links, live chat, virtual assistants and knowledge banks – along a customer’s journey. Guide is specifically tailored for web and mobile experiences and provides the customer success resources needed to solve issues digitally, without the need to speak directly to an agent.
Guide is designed to help customers get what they need as easily as possible, which improves customer retention. With Guide, agents can also see a customer’s journey, so if it’s necessary, they can jump in and anticipate customer needs or take proactive steps to solve issues before they arise.
Guide delivers the right information to your customers at the right time. When customers are able to get answers quickly without involving agents, conversions tend to increase. Geeta Menon explains in our feature release webinar that with this tool, companies see a 700% ROI.
SmartAssist is an intelligent virtual agent that’s available to customers 24/7. It recognises natural language, customer sentiment, and context, so it’s able to accurately answer many contact centre questions and limit call escalation and routing to live agents. For complex problems, SmartAssist can transfer the issue to live agents with full context.
The SmartAssist bot can also handle context-switching and is integrated with more than 50 back-end systems, so it can easily find information and provide customers with the answers they need.
While agents are busy with higher-value tasks, SmartAssist can take care of many customer questions at once, so it decreases staffing and operational costs while providing a better digital journey. As Geeta Menon shares in our newest webinar, the SmartAssist bot increases first contact resolution (FCR) by 20%.
6. Self-service Analytics
RingCentral’s Self-service Analytics helps operational management teams customer journeys and if or where they escalate to a live agent or abandon a call. This analytics tool helps you identify issues in your Interactive Voice Response, or IVR, service flows. IVR helps callers navigate phone-based self-service.
Armed with these insights, your teams can make informed updates to your IVR to optimise customers’ self-service experiences.
Engage Digital: Updates that boost self-service, unify customer information and improve insight
By integrating customer service tools within a central platform, organisations can provide a more seamless contact centre experience and ensure agents have access to the critical customer data they need to solve issues on first contact. Engage Digital has new integration-based features that help agents do just that.
7. Engage Digital Agent Assist
Engage Digital Agent Assist is similar to the agent assist integration with RingCentral contact centre. So we’ll simply remind you that it results in better ESAT and CSAT and for your customers.
8. WhatsApp Outbound
Use WhatsApp through Engage Digital to send messages directly to consumers through WhatsApp’s API. This integration allows you to start conversations, and engage one-on-one with your customers through Engage Digital and WhatsApp. Support leaders and contact centre agents can determine a specific trigger and use WhatsApp to push proactive outbound notifications to targeted customers. Charges are based on WhatsApp’s pricing model.
WhatsApp Outbound through Engage Digital also includes usage analytics and enables teams to set up reminders, sales follow-ups, alerts, and more. Charges are based on WhatsApp’s pricing model.
9. Engage Digital Bring Your Own Surveys
With Bring Your Own Surveys API, your contact centre can integrate any survey provider into Engage Digital and aggregate customer feedback directly within our platform. The Bring Your Own Surveys feature triggers and records survey responses automatically so you can easily gather feedback to improve your customers’ experiences.
With Bring Your Own Surveys API and automation, contact centre leaders and teams can get more value from the tools they’re already using.
10. Engage Digital Billing Analytics
Engage Digital Billing Analytics include new data files that help validate the billing data in Engage Digital against the data in invoices.
Elevate your contact centre experience with RingCentral
Delivering exceptional customer support is hard, but with RingCentral, it doesn’t have to be. We’re constantly evolving our products to provide customer support teams with the features, integrations, tools, and contact centre software they need to combat communication challenges and elevate their contact centre experience, for both customers and for agents.
We’re taking huge strides to make communication simpler, and more enjoyable, for everyone, and these updates are just the first step.
Originally published Jul 26, 2022, updated Sep 15, 2022