• Small business
  • Enterprise
Sales: (877) 768-4369
Join a meeting Support
RingCentral App Access your calls, messages, and meetings.
RingCentral Events Access your account and plan your next event.
Admin Portal Access your RingCentral App account settings.
Billing Portal Access and manage your billing information
  • Business Communications AI-powered calling, messaging, and meetings RingEX
    • Business Phone System Reliable cloud calling on any device
    • Business SMS Enhanced business texting
    • Team Chat Collaboration, chat, and file-sharing
    • Cloud Faxing Secure digital faxing
    • Meeting Solutions One-click meetings from any device
    Customer Experiences AI-powered contact center solutions RingCX
    • Omnichannel Contact Center Voice calls and 20+ digital channels
    • Workforce Management Quality management & conversation analytics
    • Outbound Dialer Dynamic outbound contact center tools
    • AI Agent & Supervisor Assist Live guidance for customer conversations

    • Enterprise Solutions Large-scale contact center deployments
    Virtual & Live Engagement AI-powered event management RingEvents
    • Events Branded & personalized experiences
    • Webinars Large-scale webinars that convert
    AI Solutions Intelligence & automation
    • AI Agents & Assistants
    • AI Receptionist NEW Routes calls, answers FAQs, & sends texts
    • Intelligent Virtual Agents Contact center voice & digital self-service
    • Personal AI Assistant AI that takes notes and crafts messages
    • Conversation Intelligence
    • RingSense AI insights, summaries & coaching
    Platform Integrations and APIs
    • RingCentral for Microsoft Teams Reliable calling, SMS, and fax in Teams
    • App Gallery Over 500 pre-built integrations
    • APIs & SDKs Powerful APIs to customize RingCentral
  • BY AUDIENCE
    • Enterprise
    • Small business
    • Startups
    • RingCentral Ventures
    BY INDUSTRY
    • Financial services
    • Healthcare
    • Education
    • Government
    • Retail
    • Professional services
    • High tech
    • Manufacturing
    • Construction
    • Real estate
    • Nonprofit
    • Automotive
    • Consumer services
    • Transportaton & logistics
    RingCentral for Microsoft Teams
    Bring world-class customer experiences and RingCentral’s best-of-breed telephony into Microsoft Teams. Learn More
  • Plans and Pricing
  • Partners
    • Global service providersCustomized and integrated solutions for service providers
    • Affiliates program
    • Channel partners
    • Events channel partners
    • Connectivity partners
    • Consultant relations program
    • Hardware partners
    • ISV partners
    • BYOC+ program
    PARTNER PORTAL

    Already a partner?

    Log in

    Interested in partnering with us? Tell us a little about your business here.

  • LEARN
    • AI Communications Hub
    • Customer stories
    • Blog
    • Newsroom
    • What's new
    • View all resources
    CONNECT
    • Webinars
    • Events
    • Careers
    • Support
    • Community
    • Customer referrals
    • Global services & solutions
    Download App
    Call, message, and meet in a single app Get started
  • Company
View demo
RingCentral Pulse
  • Explore Trending
    • AI & Innovation
    • Customer & employee experience
    • Communication & collaboration
    • Business & leadership
    • Company news & culture
    Explore all

    Global strategic partnerships

    See how our partnerships are driving innovation and transforming communication for businesses everywhere.
    Explore now
  • Explore Roles
    • Sales
    • Service & support
    • Marketing
    • Events
    • IT
    Explore all

    The AI communications hub

    Welcome to RingCentral’s AI hub, your destination for cutting-edge insights and
real-world applications of artificial intelligence in business communications.
    Learn more
  • Explore Industries
    • Education
    • Financial services
    • Government
    • Healthcare
    • Retail
    Explore all
    AI Real Talk

    A new webinars series
from RingCentral

    Hear from experts on the latest AI strategies to enhance business
communication, improve productivity, and elevate customer experiences.
    Watch now
  • Guiding principles for the modern enterprise Guiding principles for the modern enterprise 16 posts
    Mastering sales and marketing Mastering sales and marketing 12 posts
    Navigating UCaas in the AI Era Navigating UCaas in the AI Era 16 posts
    Optimizing call and contact centers Optimizing call and contact centers 15 posts
    Small Business Growth Tactics Small Business Growth Tactics 23 posts
    Access a range of ebooks, whitepapers, infographics, and more to stay informed and ahead in the world of AI-powered communications.
    Explore all collections
  • Explore Media
    • Guides
    • Videos
    • Webinars
    • Resource center
    • AI communications hub

    Events guide

    Discover everything you need to know about hosting unforgettable events — hybrid, virtual, or in-person.
    Read now

Search RingCentral Pulse

  • Trending
    • AI & Innovation
    • Customer & employee experience
    • Communication & collaboration
    • Business & leadership
    • Company news & culture
  • Roles
    • Sales
    • Service & support
    • Marketing
    • Events
    • IT
  • Industries
    • Education
    • Financial services
    • Government
    • Healthcare
    • Retail
  • Collections
    • Guiding principles for the modern enterprise
    • Navigating UCaas in the AI Era
    • Small Business Growth Tactics
    • Mastering sales and marketing
    • Optimizing call and contact centers
  • Media
    • Guides
    • Videos
    • Webinars
    • Resource center
    • AI communications hub
RingCentral Team
Table of contents:
3 min read
Customer & employee experience
URL copied

The latest from RingCentral

Stay ahead with insights from the leader in trusted AI communications. Subscribe for the latest blogs, updates, and exclusive content.
Blog Customer & employee experience Personalize customer service through messaging

Personalize customer service through messaging

RingCentral Team

Tech companies are raising the bar for customer expectations by personalizing almost every area of our lives. Netflix knows what movies and TV shows you like, Spotify knows when your favorite artists are touring near your hometown, and Amazon knows what you would most likely add to your one-click checkout. The speed of technological and transformational change continues to race forward, and one thing is clear: it’s time to get more personal.

Experiences are more important than any product or service when it comes to building brand loyalty. And keeping customers happy is much cheaper than acquiring new ones. One to one and personalized conversations allow brands to own a specific personality, display spontaneity, and informality during interactions, which in turn leaves customers feeling like unique individuals with positive feelings toward your business.

Enable real-time conversations

Almost every website that you visit today will have a Live Chat feature pop-up in the bottom right-hand corner. The simple chat window enables users to multitask while waiting for an agent or a response and still enjoy a real-time conversation at their convenience. 

In-app chat also offers real-time order updates directly to the mobile screen where we spend most of our time. In our former analog world, retailers used to repeat the mantra “eye level is buy level,” to employees. In our increasingly digital world, it’s brands that follow attention rather than platforms that will enjoy greater success.

Stop talking, start listening 

Twitter is widely regarded as the pulse of the internet. A platform where users can learn more about what interests the global community, breaking news stories, or what is the shape of Kim Kardashian’s latest perfume scent. However, when faced with brands who hide behind do-not-reply email addresses and long hold times, many consumers feel their only resort is to turn to Twitter and air their grievances.

However, it is relatively easy to turn such challenges into opportunities by embracing the fact that customers now control the conversation. Listening to those online conversations in the public arena and ensuring customer service teams work together and respond accordingly will help your brand shine. You can also convince customers to continue the conversation using private direct messages and quickly save you from further embarrassment. 

It might surprise you to know that YouTube has 3 billion searches per month. Online users immediately turn to YouTube for everything from how to fix a kitchen appliance or learn how to use an application. We shouldn’t be too surprised that customers will use the same platform to reach out directly to the brand. But are you listening?

Make immediate connections

The biggest mistake businesses make is forgetting the golden rule that a conversation is a dialogue, not a monologue. When creating carefully timed personalized marketing messages as part of a new digital strategy, it’s easy to forget that listening to your audience is as important if not more so than flooding communication with unwanted and intrusive content.

Most people reading this will regularly use Facebook Messenger, WhatsApp, and Instagram to communicate with both friends and brands. The fact that Facebook owns these platforms is no accident. Zuckerberg knows the value in following attention and being a part of every conversation. 

Take a look around. Your customers are not talking into their smartphones. They are communicating and sharing content across a myriad of digital messaging platforms. If you are not listening to the challenges, problems, and frustrations of your customers, your competitor will. 

Customer service messaging in a digital age involves being there for your customers on the right device and app at a convenient time for them. The days of leaving customers on hold for 20 minutes are long gone. 

Don’t over-complicate matters; just focus on serving your audience. In many cases, all customers want is an immediate connection with a brand. No algorithms, and no cumbersome downloads or logins to navigate around. Just a simple conversation on their platform of choice. Isn’t it time your business was a part of the conversation on messaging apps?

If you would like to learn more about how you can digitally transform your customer experience, visit ringcentral.com/engage

Updated Dec 30, 2022

Up Next

Communication & collaboration

Peer-to-peer video conferencing (P2P): A helpful guide

Business & leadership

Tips & scripts for 11 everyday customer service scenarios

Team collaborating with other team mates through an online communication platform
Business & leadership

Running a promotion is not a customer retention program

Welcome to a new era of AI at work

See pricingView demo
  • Products
    • RingCentral MVP™
    • Message
    • Video
    • Phone
    • Fax
    • SMS
    • RingCentral Webinar™
    • Customer experience
    • Professional services
    • Features
    • Phones and headsets
  • Partners
    • Global service providers
    • Channel partners
    • ISV partners
    • Hardware partners
    • Connectivity partners
    • Affiliate partners
    • Strategic alliances
  • OPEN ECOSYSTEM
    • Developer platform
    • APIs
    • Integrated apps
    • App gallery
    • Developer support
    • Developer community
    • Games and rewards
  • Resources
    • What’s new
    • Resource center
    • Blog
    • Customer stories
    • Newsroom
    • Product demos
    • Product releases
    • Product Accessibility
    • Events
  • About Us
    • Our company
    • Leadership
    • Awards
    • Investor relations
    • Ventures
    • Trust Center
    • Corporate Responsibility
    • Diversity and inclusion
  • QUICK LINKS
    • App Download
    • Join a meeting
    • RingCentral App Login
    • Admin Portal Login
    • Careers
    • Support
    • Contact Sales
How can we help? Contact us
  • Legal
  • Privacy
  • Cookie Notice
  • Site Map
  • Accessibility
  • Contact Us
  • Cookie Preferences
  • Do not sell or share my personal data
© 2025 RingCentral, Inc. All rights reserved.
image - The trusted leader in global communications
The trusted leader in global communications
Explore
Trending
Explore Trending
  • AI & Innovation
  • Customer & employee experience
  • Communication & collaboration
  • Business & leadership
  • Company news & culture
Explore all

Global strategic partnerships

See how our partnerships are driving innovation and transforming communication for businesses everywhere.
Explore now
Roles
Explore Roles
  • Sales
  • Service & support
  • Marketing
  • Events
  • IT
Explore all

The AI communications hub

Welcome to RingCentral’s AI hub, your destination for cutting-edge insights and
real-world applications of artificial intelligence in business communications.
Learn more
Collections
Explore Collections
Guiding principles for the modern enterprise Guiding principles for the modern enterprise 16 posts Mastering sales and marketing Mastering sales and marketing 12 posts Navigating UCaas in the AI Era Navigating UCaas in the AI Era 16 posts Optimizing call and contact centers Optimizing call and contact centers 15 posts Small Business Growth Tactics Small Business Growth Tactics 23 posts
Industries
Explore Industries
  • Education
  • Financial services
  • Government
  • Healthcare
  • Retail
Explore all
AI Real Talk

A new webinars series
from RingCentral

Hear from experts on the latest AI strategies to enhance business
communication, improve productivity, and elevate customer experiences.
Watch now
Media
Explore Media
  • Guides
  • Videos
  • Webinars
  • Resource center
  • AI communications hub

Events guide

Discover everything you need to know about hosting unforgettable events — hybrid, virtual, or in-person.
Read now

Stay informed with RingCentral

Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.

Privacy Notice
Thank you for your interest in RingCentral.