Personalization, speed, access. Consumer expectations for businesses are ever-growing, and RingCentral users say our all-in-one communications solution helps meet these heightened demands seamlessly and efficiently, in turn driving high customer satisfaction.
There’s little question that an ability to effectively meet customer needs is good for the bottom line. Research shows that great customer experiences drive loyalty, word-of-mouth referrals, and even incent customers to spend more. On the flip side, bad experiences are a major business risk: one-third of customers will abandon a company after just one poor interaction, according to PwC (Price Waterhouse Coopers).
But while many organizations are struggling to improve customer interactions across touchpoints and channels, our recent RingCentral Customer Success Metrics Survey shows that deploying an all-in-one communications solution drives powerful advantages to improve the ability to meet elevated customer needs while driving improvements in customer satisfaction.
Customers that use RingCentral report many benefits
We recently polled executives and decision makers within 500 companies in the U.S., Canada, and the U.K. that use RingCentral, and here are some of the benefits they report:
31% increase in employee productivity
Whether we’re talking about retail floor employees or contact center agents, RingCentral gives customer-facing workers the tools and information they need to do their jobs more efficiently and effectively—improving customer service. Our users report a 31% decrease in app toggling (often a necessary evil, due to the glut of CRM, service queue software, and communication tools involved), and improvements in access to resources (23%) and information (27%), respectively.
These gains mean that rather than making a customer explain their issue to each agent they have to deal with or engage with representatives who have no context of their history with the business, agents have everything they need to deliver seamless, personalized, and fast service. (And a 70% increase in employee mobility means more agents can deliver this level of service from anywhere in the world.)
25% faster integration
The technical work required to connect the various backend tools and solutions that support customer service is often complex and costly. And, the longer such integrations take to deploy, the longer it also takes to realize improvements on the customer experience front. RingCentral offers ready-to-go integrations with industry-leading customer service solutions (and our API makes it much easier to deploy custom workflow integrations). On average, this speeds workflow deployments by 25%.
46% increase in customer satisfaction
All of these improvements roll up to a huge boost in customer satisfaction. Companies using our cloud contact center technology report higher CSAT (customer satisfaction) scores and more customer recommendations based on service experience, compared to companies with on-premises contact centers.
One solution, multiple key improvements
For Mendota Insurance, customer service bottlenecks were impeding its ability to serve the more than 3,000 independent agents in its network. Prior to deploying RingCentral, the auto insurer offered phone support only, with all calls from both its external agents and tens of thousands of policyholders flowing through the same channel.
Using our digital engagement tools, Mendota was able to roll out online chat support for its agents, both reducing the strain on its contact centers and improving the experience for its partner agents at the same time. “Rather than having them get stuck in a call queue while they were in the middle of writing a policy on our online portal, I wanted to give them direct, real-time access to our support team,” said Brandon Parker, Mendota’s Vice President of Sales and Marketing. Parker continued:
In the first month after we pushed the chat feature live, our small support team resolved 589 unique agent issues via chat. By the second month, that number was up to over 1,400.
In addition to routing a segment of traffic away from its contact centers—thereby improving access to phone support for policyholders—enabling chat offered significant additional value in the form of business intelligence that can drive further improvements for agent customers.
“If a large number of agents are sending us chat inquiries about the same topic—say, how a new law will affect one of our policies—we’re learning about the issue a lot sooner than when all we had was an anecdotal reference or two from our support reps,” said Parker. “By being able to see the actual support-chat threads in writing, and search for keywords and other patterns across many chats, we’re building a knowledge base that’s going to help us react more quickly to opportunities and threats… and serve our agents and policyholders more effectively.”
Danita Belcher, Head of Contact Center Sales, said:
The results of this survey clearly highlight how significant business value can be generated by improving both customer experience and agent productivity.
The results are in line with previously conducted studies, but this data gives our customers even more opportunities to focus on optimizing their financial and CSAT returns—providing them with competitive differentiation.”
A closer look at the RingCentral advantage
With results that encompass 18 key business metrics, there’s much more to unpack from our customer success survey. In this #CustomerSuccess blog series, we take a closer look at the results and explore some of the specific improvements seen across key business segments and within industry vertical markets.
To learn more about the improvements reported by RingCentral customers, download the datasheet or discover RingCentral’s customer engagement solutions.
Originally published Jul 07, 2021, updated Oct 28, 2021