{"id":42328,"date":"2020-04-01T00:00:00","date_gmt":"2020-04-01T07:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/examples-of-good-customer-service\/"},"modified":"2025-05-14T03:02:37","modified_gmt":"2025-05-14T10:02:37","slug":"examples-of-good-customer-service","status":"publish","type":"post","link":"\/us\/en\/blog\/examples-of-good-customer-service\/","title":{"rendered":"8 examples of good customer service"},"content":{"rendered":"<p>What does good customer service look like? You probably know when you\u2019ve experienced it, and you certainly know when you\u2019ve experienced <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/bad-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">bad customer service<\/a>, but for a small business with a small support team (if you have one at all), it can be a difficult goal to define.<\/p>\n<p>Even when you try to drill down and look specifically at things like fast service, what does \u201cfast\u201d mean? Fast relative to what? How long is an appropriate hold time if you\u2019re practicing <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/agile-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">agile customer service<\/a>?<\/p>\n<p>For small businesses especially, consistency is key. Having tools in place to support customers, even outside of regular hours, can make all the difference. For example, many small businesses use tools like <a href=\"https:\/\/www.ringcentral.com\/ai-receptionist\">AI Receptionist<\/a> to enhance their service by routing calls, answering frequently asked questions, and even scheduling follow-ups during busy periods or off-hours.<\/p>\n<p>So, we\u2019ve compiled a few real-life examples of good customer service, not only what it looks like, but we\u2019ll also give you a sneak peek into how it was achieved\u2014by our very own customers.<\/p>\n<p>Hopefully, these examples will spark ideas for your own customer service team\u2014even if it\u2019s a department of one right now\u2014that\u2019ll weave positive customer experiences into the fabric of your small business as you grow.<\/p>\n<p>Because, for small businesses, the <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/why-is-customer-service-important\/\" target=\"_blank\" rel=\"noopener noreferrer\">importance of good customer service<\/a> isn\u2019t just a nice-to-have. Depending on your field and business model, it could be the thing that keeps subscriptions going, encourages referrals, and leads to repeat business.<\/p>\n<p>Basically, good customer service can really impact your bottom line.<\/p>\n<p>If you want to <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/small-business-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">manage a small business<\/a> that\u2019s successful, you can\u2019t just hope that good customer service happens on it\u2019s own\u2014you have to actively take the steps and build the systems that\u2019ll make it happen at your company.<\/p>\n<p>In this post, let\u2019s look at:<\/p>\n<ul class=\"table-of-content\">\n<li><a href=\"#What is \u201cgood customer service?\u201d\">What is \u201cgood customer service?\u201d<\/a><\/li>\n<li><a href=\"#8 examples of good customer service\u2014from our own customers\">8 examples of good customer service\u2014from our own customers<\/a>\n<ul>\n<li style=\"padding-top: 10px;\"><a href=\"#Naked Wines: Be available when customers are calling\">Naked Wines: Be available when customers are calling<\/a><\/li>\n<li><a href=\"#Porch: Respect your customers\u2019 time\">Porch: Respect your customers\u2019 time<\/a><\/li>\n<li><a href=\"#Optimum Credit: Offer multiple support channels\">Optimum Credit: Offer multiple support channels<\/a><\/li>\n<li><a href=\"#Thompson Law: Don\u2019t leave callers hanging\">Thompson Law: Don\u2019t leave callers hanging<\/a><\/li>\n<li><a href=\"#Theralent: Increase customer service speed with smart integrations\">Theralent: Increase customer service speed with smart integrations<\/a><\/li>\n<li><a href=\"#24 Hour Tees: Automate simple questions to save time\">24 Hour Tees: Automate simple questions to save time<\/a><\/li>\n<li><a href=\"#Essential Federal Credit Union: Monitor calls to improve the quality of your customer service\">Essential Federal Credit Union: Monitor calls to improve the quality of your customer service<\/a><\/li>\n<li><a href=\"#Beauty Solutions: Combine team efforts to create great customer service\">Beauty Solutions: Combine team efforts to create great customer service<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f<b>\u00a0<\/b>Ready to offer 5-star customer service?<b>\u00a0<\/b>Get strategies for every stage of the customer journey with this <b>free eBook<\/b>.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/assets.ringcentral.com\/us\/ebook\/long-live-customer-service.pdf\" data-id=\"69d4c2ac05434\" id=\"69d4c2ac05434\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d4c2ac05434.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40Get this free eBook to learn how to win in customer service.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d4c2ac05434.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<p><a name=\"What is \u201cgood customer service?\u201d\"><\/a><\/p>\n<h2>What is \u201cgood\u201d customer service?<\/h2>\n<p>Before we dive into the examples, let\u2019s examine the pillars of good customer service.<\/p>\n<p>For most people, good customer service is one of those \u201cI know it when I see it\u201d kind of things. You can probably find a few examples just by reflecting on both negative and positive customer service experiences you\u2019ve had in the past.<\/p>\n<p>But how can we find concrete ways to create a \u201cgood\u201d customer service experience?<\/p>\n<h3>Ongoing training<\/h3>\n<p>Some things, like customer service reps simply being kind, are foundational to good customer service. But even if you hire the nicest staff in the world, you need to empower them with the strategies and tools, like <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-apps\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service apps<\/a>, to execute their jobs properly.<\/p>\n<p>After all, a nice but ineffective agent is still going to make for frustrated customers. Nobody wants to spend an hour on the phone\u2014and not get their problems solved. Actually, there are a few things that people don\u2019t like about the experience of calling a company:<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-6456 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-9.jpg\" alt=\"How annoying would you rate each of these aspects of calling a company's customer service line?\" width=\"695\" height=\"364\" \/><\/a><\/p>\n<p>So it should be no surprise that <i>effectiveness<\/i> is a major facet of quality customer service. In fact, in one survey, lack of effectiveness was the top-cited customer service issue.<sup>1<\/sup><\/p>\n<p>So, how can you make \u201ceffectiveness\u201d happen? First off, education is key. As your support team grows, make sure that they receive consistent training and have the resources to quickly answer customers\u2019 questions.<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">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.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<h3>Accessible knowledge<\/h3>\n<p>Speaking of which, another way to make your customer service more effective is to make <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/team-knowledge\/\" target=\"_blank\" rel=\"noopener noreferrer\">team knowledge<\/a> easily accessible between everyone. Specifically, everyone should be able to quickly pull up a customer\u2019s history and past conversations so that you\u2019re not making them repeat themselves to different people. In fact, in a recent survey of consumers, <b><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\">70% of respondents in the Customer Communications Review<\/a> <\/b>said they found it \u201cvery annoying\u201d to be transferred to a different rep and have to explain their situation all over again.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>Pro-tip:<\/b><\/div>\n<p>If you use a call routing or <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/interactive-voice-response\/\" target=\"_blank\" rel=\"noopener noreferrer\">interactive voice response<\/a> system, design it in such a way to get your customers on the phone with someone who can actually answer their questions. Some tools can help you pull this off pretty easily\u2014for example, RingCentral\u2019s \u201canswering rules\u201d feature lets you route calls to the person who\u2019s best suited for certain types of questions. <a href=\"https:\/\/www.ringcentral.com\/office\/features\/answering-rules\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\">Learn more about how it works here<\/a>.<\/p>\n<\/div>\n<p>You can also find ways to empower your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a> team to communicate with the rest of your teams\u2014development, sales, and marketing, for instance\u2014so that they can get customer issues resolved without having to forward calls.<\/p>\n<p>If you have a team messaging platform, everyone can send messages to each other in real time to get questions answered quickly\u2014some of these apps even include calling and video conferencing for those trickier conversations that are better over the phone:<\/p>\n<p><center><iframe src=\"https:\/\/www.youtube.com\/embed\/vGSZfDIHmso\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/center><\/p>\n<h3>A shared responsibility<\/h3>\n<p>Emphasize that customer service doesn\u2019t live in one department, but instead is the responsibility of your whole company.<\/p>\n<p>That kind of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-teamwork\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service teamwork<\/a> is more important than you may initially think. According to Salesforce, 70% of customers believe that it\u2019s important for customer service representatives to have an awareness of <i>sales<\/i> interactions.<sup>3<\/sup><\/p>\n<p>Your team can\u2019t be <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/working-in-silos\/\" target=\"_blank\" rel=\"noopener noreferrer\">working in silos<\/a>!<\/p>\n<p>At a small company, it might be easy enough to encourage communication between the sales and support teams.<\/p>\n<p>As you grow, though, be sure your support staff has access to your CRM (yes, even though it\u2019s usually marketed as a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/sales-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">sales software<\/a>) so that they can quickly get up to speed on each customer\u2019s details. You can even use integrations or <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/task-automation\/\" target=\"_blank\" rel=\"noopener noreferrer\">task automation<\/a> platforms to have that customer information automatically pop up when they call in, saving a ton of time.<\/p>\n<p>And on that note\u2026<\/p>\n<h3>Speed<\/h3>\n<p>It should be no surprise that time is of the essence when it comes to great service. In fact, \u201cthe call taking too long\u201d was the <a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\">top reason for customers hanging up on a company:<\/a><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-6457 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-9.jpg\" alt=\"Reasons for hanging up on a customer service call (multiple answers possible)\" width=\"695\" height=\"364\" \/><\/a><\/p>\n<p>The previous steps should all help you solve your customers\u2019 problems more quickly, but you can also respect their precious time with flexible communications options (aka <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/omnichannel-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">omnichannel customer service<\/a>), automated call-backs instead of long on-hold times, and effective call routing.<\/p>\n<p>As you\u2019ll see, the following examples of good customer service will reflect different ways to execute on these pillars in your own business.<\/p>\n<p><a name=\"8 examples of good customer service\u2014from our own customers\"><\/a><\/p>\n<h2>8 examples of good customer service\u2014from our own customers<\/h2>\n<p>We can talk about <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service best practices<\/a> all day, but, ultimately, one of the best ways to learn is by example. So, here are some of the best examples of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/great-customer-service-stories\/\" target=\"_blank\" rel=\"noopener noreferrer\">great customer service stories<\/a> from our very own customers.<\/p>\n<p>From using data to refine your process or staffing needs, to using technology to route calls to the staff members best suited to receive them, our customers know a lot about what it takes to provide the best customer service.<\/p>\n<p>The best part is, whether or not you use RingCentral, there are some valuable nuggets of wisdom in these customer service stories that you can take and adapt for your business\u2014so dive in, take notes, and get ready to be known for your stellar customer service.<br \/>\n<a href=\"https:\/\/www.ringcentral.com\/remote-readiness\"><img decoding=\"async\" class=\"alignnone size-full wp-image-45676\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/12\/Banner-Image-for-Blog-Promo.png\" alt=\"Remote Readiness CTA\" width=\"695\" height=\"247\" \/><\/a><br \/>\n<a name=\"Naked Wines: Be available when customers are calling\"><\/a><\/p>\n<h3>1. Naked Wines: Be available when customers are calling<\/h3>\n<p>Nobody likes waiting on hold\u2014but no business wants an overstaffed support team during lulls. Striking the right balance is crucial, especially for small businesses looking to prioritize customer service without breaking the bank.<\/p>\n<p>So, how do you figure out the best schedule for your customer support team? Use data.<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/nakedwines.html\" target=\"_blank\" rel=\"noopener noreferrer\">Naked Wines<\/a> is a company that allows wine-lovers to invest in independent winemakers through a monthly recurring payment that they then use to purchase wine at a discount.<\/p>\n<p>And when your customers are also investors, you don\u2019t want to leave them waiting on hold. By using live reporting data, the service team is able track call volume in real time. They can see not only how many calls are coming in, but also how many customers are on hold, which queues they\u2019re in, and how many support agents are available.<\/p>\n<p>These are all numbers that the Naked Wines team tracks in real time so they can make the right staffing arrangements to guarantee that customers don\u2019t have to wait too long on hold. Whether that means rebalancing staff among their different queues or pulling in additional team members to help, it all leads to a better customer service experience.<\/p>\n<p>Having those live reports available makes it easy to access all of that information in real time:<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/office\/features\/analytics-portal\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-6458 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image5-102.png\" alt=\"Naked Wines call volume real time tracking\" width=\"510\" height=\"400\" data-wp-editing=\"1\" \/><\/a><\/p>\n<p>According to Mark Hansen, Customer Happiness Phone Team Manager at Naked Wines, the data \u201creally helps us shine a light and get visibility into what\u2019s coming our way and proactively plan our staffing based on these patterns and call volume forecasts.\u201d<\/p>\n<p>The takeaway? More data = faster service = happier customers<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>Pro-tip:<\/b><\/div>\n<p>Let your customer data teach you about your customers. From when they call in, to how they like to communicate with support staff, the numbers can teach you a lot about the best way to serve your customers.<\/p>\n<p>Just be sure you use a contact center platform that makes your data easy to access.<\/p>\n<\/div>\n<p><a name=\"Porch: Respect your customers\u2019 time\"><\/a><\/p>\n<h3>2. Porch: Respect your customers\u2019 time<\/h3>\n<p>Speaking of how customers like to communicate with support, another way to provide great customer service is to provide options tailored to customer needs\u2014and be respectful of their valuable time.<\/p>\n<p>Time issues like waiting on hold, waiting for an email response, or not having support available when it works for them are surefire ways to make a negative customer service experience.<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/porch.html\" target=\"_blank\" rel=\"noopener noreferrer\">Porch<\/a>, a service that connects homeowners to professionals that help them improve their home, is <a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/porch.html\" target=\"_blank\" rel=\"noopener noreferrer\">avoiding those kinds of timing issues<\/a> by using the right communication platform.<\/p>\n<p>As the main connection point between a homeowner and a service provider (like contractors, electricians, movers, and painters), Porch really relies on efficient\u2014and effective\u2014communication.<\/p>\n<p>This is especially important because if you\u2019re an electrician (or mover or painter), you\u2019re probably spending most of your time on-site\u2014which means that your cell phone is your communication lifeline.<\/p>\n<p>To be able to stay in touch throughout the day, Porch uses RingCentral to offer two-way SMS communications so that their contractors can coordinate and schedule their work right from their cell phones\u2014without giving up their personal numbers.<\/p>\n<p>That also means that these service providers can offer quick responses and be flexible if they have to adjust their schedules on the fly.<\/p>\n<p>On the other hand, for their customers who call in, Porch is able to offer alternative options to long hold times thanks to call-backs. When hold times are long, customers can just leave a call-back number, and the system will hold their place in line and call them back when someone is available.<\/p>\n<p>These features might not seem like a priority, but even seemingly little things like automated call-backs allow a small team to manage an influx of calls without inconveniencing customers and keep them happy.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>Pro-tip:<\/b><\/div>\n<p>Provide this level of service by digging into your customer profiles and the data you have. What do their work hours and communication preferences look like? How can you tailor your customer service experience to suit these needs?<\/p>\n<\/div>\n<p><a name=\"Optimum Credit: Offer multiple support channels\"><\/a><\/p>\n<h3>3. Optimum Credit: Offer multiple support channels<\/h3>\n<p>When you\u2019re looking at your customer profiles and lifestyles, you may want to consider offering support in different forms.<\/p>\n<p>While many customers still prefer the phone, more and more of them are starting to reach out to companies in other ways\u2014like through social media.<\/p>\n<p>For instance, for self-sufficient customers with a quick question, a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/create-knowledge-base\/\" target=\"_blank\" rel=\"noopener noreferrer\">knowledge base<\/a> may be all they need. Other customers may want to chat or email with your support team. For high-touch or older customers, you might want to continue to offer a phone call option.<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/optimum-credit.html\" target=\"_blank\" rel=\"noopener noreferrer\">Optimum Credit<\/a>, a second charge mortgage company based in Wales, <a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/optimum-credit.html\" target=\"_blank\" rel=\"noopener noreferrer\">does exactly that.<\/a> They recognized that customers wanted to communicate with them across different channels, so they began experimenting with an omnichannel strategy.<\/p>\n<p>Adding web chat to their telephone service has been particularly appealing as they expand to offer more direct-to-consumer products.<\/p>\n<p>Wondering how you could possibly manage multiple support channels with a small team? With RingCentral it\u2019s not an issue.<\/p>\n<p><em>&#8220;With RingCentral, we can manage different channels within a unified contact centre queue,\u201d said Paul Strinati, Founding Partner &amp; IT Director at Optimum Credit.<\/em><\/p>\n<p>Here\u2019s how it looks:<\/p>\n<p><center><iframe src=\"https:\/\/www.youtube.com\/embed\/PZC3o5YN90E\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/center>That unified queue keeps support agents on top of their tasks and lets them serve customers through different channels\u2014all in the same app. When you have customers who have just a quick, simple question or who prefer not to talk on the phone, this is quickly becoming a best practice if you want to provide a personalized <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/online-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">online customer service<\/a> experience.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>Pro-tip:<\/b><\/div>\n<p>Offer multiple options for customers with questions\u2014you can start with social media, email, and phone calls, for instance. Measure which channels are most frequently used to see where your customers prefer to communicate.<\/p>\n<\/div>\n<p><a name=\"Thompson Law: Don\u2019t leave callers hanging\"><\/a><\/p>\n<h3>4. Thompson Law: Don\u2019t leave callers hanging<\/h3>\n<p>Another area where it pays to be speedy? Connecting your callers with the right support staff right away. Not only can a good call-routing system keep your customers happy\u2014it\u2019ll also help relieve staff workload and improve team <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/efficiency-vs-effectiveness\/\" target=\"_blank\" rel=\"noopener noreferrer\">efficiency<\/a>.<\/p>\n<p>Just ask the team at <a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/thompson-law.html\" target=\"_blank\" rel=\"noopener noreferrer\">Thompson Law<\/a>, an injury law firm with a speciality in auto accidents, workplace injuries, medical malpractice, product liabilities, and other injuries. When word got out about their 90% success rate at getting clients a cash reward, the calls started coming in.<\/p>\n<p>It wasn\u2019t all good news, though\u2014not only were they forced to scale quickly (which their old phone system couldn&#8217;t handle), but their receptionists were also swamped.<\/p>\n<p><em>\u201cWe were overwhelming our front-desk staff with transferring calls, and not creating a great experience for callers.\u201d said Kirk Lee, IT consultant for Thompson Law<\/em>.<\/p>\n<p>The solution? They switched to a phone system that <i>could<\/i> handle the volume\u2014and reduce stress on their receptionists.<\/p>\n<p>By choosing a solution with an intelligent routing capability, they were able to automatically route calls where they needed to go.<\/p>\n<p>\u201cWe were able to integrate [RingCentral Contact Center] with our case management platform to automatically direct an existing client to the attorneys or support staff handling that specific case,\u201d Lee said.<\/p>\n<p>It\u2019s a win-win: clients get directed where they need to go immediately, reducing hold times and getting them the personalized experience they want. And their busy receptionists got a lighter load of calls to direct.<\/p>\n<p>By taking advantage of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/great-customer-service-stories\/\" target=\"_blank\" rel=\"noopener noreferrer\">automated customer service<\/a>, they were able to give customers a better support experience.<\/p>\n<p>Plus, the system is more efficient and cost-effective. Where they previously had to hire a third-party <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a> to help with overflow, they now had call management capabilities internally. RingCentral automatically routes prospect calls to a Phase 1 team of experts and sends overflow calls to second, third, and fourth-level teams\u2014eliminating the need to pay for a third-party call center.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><strong>Pro-tip:<\/strong><\/div>\n<p>Invest in the tools to get customers to the right team member, right away. Your customers will be happy not to wait on hold, only to reach someone who redirects their call anyway.<\/p>\n<\/div>\n<p><a name=\"Theralent: Increase customer service speed with smart integrations\"><\/a><\/p>\n<h3>5. Theralent: Speed up customer service using integrations<\/h3>\n<p>When your customers call, you need to make sure that whoever picks up the phone has the information they need to answer their questions.<\/p>\n<p>But it\u2019s a pretty big ask for a customer service rep to know every single little thing about your product. In fact, it\u2019s pretty rare\u2014and we\u2019d argue unrealistic. This is where having tools and software that \u201ctalk to each other\u201d is important. If you have the right connections between the <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-apps\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service apps<\/a> you\u2019re using, you can help your customer service team get questions answered much more quickly.<\/p>\n<p>Allow us to explain.<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/theralent.html\" target=\"_blank\" rel=\"noopener noreferrer\">Theralent<\/a> is a small recruiting firm with only a few employees\u2014which means they value efficiency not only for their customers, but for their own team as well.<\/p>\n<p>Luckily, through integrations, they\u2019re able to deliver quality customer service\u2014fast\u2014simply by making sure their team has all of the information they need at their fingertips.<\/p>\n<p>Specifically, they\u2019ve integrated their communication platform, RingCentral, with Crelate (an applicant tracking software that the Theralent team uses every day).<\/p>\n<p>What does <a href=\"https:\/\/www.ringcentral.com\/apps\/crelate\" target=\"_blank\" rel=\"noopener noreferrer\">this integration look like<\/a>? Well, when someone on Theralent\u2019s team views a candidate profile in Crelate, a RingCentral pop-up widget appears that allows them to call or text the candidate\u2014right from their screen:<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/apps\/crelate\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-6459 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image4-125-1024x640.png\" alt=\"RingCentral and Crelate Integration\" width=\"840\" height=\"525\" \/><\/a><\/p>\n<p>They can even take notes in RingCentral during their calls, which automatically sync to Crelate. If they can\u2019t reach a candidate, they can leave a note to remind themselves why they were calling, so they\u2019re prepared when the candidate calls back.<\/p>\n<p>It sounds simple, but according to Jason Lewis, Founder and President, \u201cI\u2019d estimate this integration saves me at least an hour or two every day.\u201d Not only that, but it\u2019s giving him and his team the ability to deliver great client service, quickly.<\/p>\n<p>For a business that runs on effective communications, the right technology makes a big difference.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>Pro-tip:<\/b><\/div>\n<p>Use one of <a href=\"https:\/\/www.ringcentral.com\/apps\/\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral\u2019s many integrations<\/a> (or use Zapier or Workato to create one) to connect all of the office apps your support team uses everyday. Not only will this help you keep all of your information in the same place, but you\u2019ll also be able to create a smoother, more streamlined customer experience.<\/p>\n<\/div>\n<p><a name=\"24 Hour Tees: Automate simple questions to save time\"><\/a><\/p>\n<h3>6. 24 Hour Tees: Automate simple questions to save time<\/h3>\n<p>Inevitably, there are a range of customers that come through any support channel, from big, complicated questions to quick and easy ones.<\/p>\n<p>If you\u2019re sending every question to the same queue, though, you might be losing out on an opportunity for speedy service.<\/p>\n<p>Just ask T-shirt manufacturer <a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/24-hour-tees.html\" target=\"_blank\" rel=\"noopener noreferrer\">24 Hour Tees<\/a>. They\u2019ve been able to maintain a lean team despite significant and fast growth\u2014and they did it using simple automations.<\/p>\n<p>For instance, they get a lot of relatively easy questions from customers like \u201cWhat\u2019s my order status?\u201d<\/p>\n<p>Because they use a phone system that gives them the same <a href=\"https:\/\/www.ringcentral.com\/business-phone-numbers.html\">business number<\/a> for voice calling and texting (<a href=\"https:\/\/www.ringcentral.com\/solutions\/office\/call.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral<\/a>), customers can easily send these kinds of quick questions via SMS.<\/p>\n<p>Then, their system automatically searches the database to see if that customer has an open order and what the status is. An automated, pre-written response then goes out right away. You can learn more about how it works in this clip:<\/p>\n<p><center><iframe src=\"https:\/\/www.youtube.com\/embed\/UU19J4s6r_c\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/center>Not only does the customer get their answer quickly, but it saves time on the company side too. No need to have a call center representative answer the phone or write repetitive messages every time someone asks where their T-shirt is.<\/p>\n<p>That\u2019s the kind of smart automation that serves both customer and company goals.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>Pro-tip:<\/b><\/div>\n<p>Keep customers happy by getting them simple answers quickly. Track your most frequently asked questions and create systems so that these simple requests aren\u2019t waiting in your support queue.<\/p>\n<\/div>\n<p><a name=\"Essential Federal Credit Union: Monitor calls to improve the quality of your customer service\"><\/a><\/p>\n<h3>7. Essential Federal Credit Union: Monitor calls to improve the quality of your customer service<\/h3>\n<p>Once your customer service department grows to more than a couple of people, it becomes important for managers to keep a finger on the pulse of the service that your customers are getting.<\/p>\n<p>Even if you think you\u2019re not quite at that point yet, tracking your data over time is crucial to understanding your growth, allocating resources, and optimizing for the best customer experience.<\/p>\n<p>The right technology can make it easy to get both qualitative and quantitative insights into your customer service\u2014the kind of insights that help everyone improve.<\/p>\n<p>For <a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/essential-fcu.html\" target=\"_blank\" rel=\"noopener noreferrer\">Essential Federal Credit Union,<\/a> it was easy to draw a direct line from this increased visibility to an improvement in customer service quality.<\/p>\n<p>Their original problem: \u201cwe had no visibility into who was picking up calls, how long those calls were taking, or which agents were available for a call\u2014not without literally walking the floor and monitoring the whole team all day,\u201d said Catrice Lee, Call Center Manager for Essential FCU.<\/p>\n<p>Plus, without the information they needed on their call data, they also faced issues in both over- and understaffing their call center.<\/p>\n<p>They needed better data.<\/p>\n<p>So, they switched to a <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> platform that gave them detailed reporting. (Yep, it was RingCentral). Now, they could measure agents\u2019 performance and set goals for individual team members to make sure the team is continuously improving.<\/p>\n<p>Plus, supervisors could now monitor support calls, jump in to solve complex issues, and identify opportunities for improvement\u2014ultimately, creating a better <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a>.<\/p>\n<hr \/>\n<p class=\"p1\"><span class=\"s1\">\ud83d\udd79\ufe0f<\/span> Get a hands-on look at how RingCentral works by booking a product tour:<\/p>\n<p class=\"p1\"><button data-href=\"#leadform-popup\" class=\"js-open-popup-activator btn primary\" >Choose a time<\/button><\/p>\n<p class=\"p1\"><span class=\"s1\">\ud83d\udcb0<\/span> You can also <a href=\"http:\/\/www.ringcentral.com\/roi-calculator\" target=\"_blank\" rel=\"noopener noreferrer\"><span class=\"s2\"><b>use this calculator<\/b><\/span><\/a><b> <\/b>to see roughly how much your business could save by using RingCentral to support your team&#8217;s communication with each other\u2014and clients.<\/p>\n<hr \/>\n<p><a name=\"Beauty Solutions: Combine team efforts to create great customer service\"><\/a><\/p>\n<h3>8. Beauty Solutions: Combine team efforts to create great customer service<\/h3>\n<p>As we mentioned, customer service isn\u2019t just the responsibility of your support department. Everyone who communicates with your customers directly\u2014and even those who don\u2019t\u2014can be working together to make sure customers have a great experience that keeps them coming back.<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/beauty-solutions.html\" target=\"_blank\" rel=\"noopener noreferrer\">Beauty Solutions<\/a> is a wholesaler and education resource for salons in the western United States, and they\u2019ve done a great job of baking a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/collaboration-hub\/\" target=\"_blank\" rel=\"noopener noreferrer\">collaboration hub<\/a> into their business systems to offer better customer service.<\/p>\n<p>For instance, their brick-and-mortar store employees are also fully trained on their products, so when call center wait times get too long, they can log in remotely and start answering customer questions.<\/p>\n<p>While support may not be the main focus of their job, this flexibility gives them the opportunity to step in and support the team. Plus, it makes customers happy since they spend less time waiting for support.<\/p>\n<p>The Beauty Solutions team has also created a system for sales and support to answer questions quickly through their <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">communication tool<\/a>. How they did it was actually pretty straightforward. They simply created a team called \u201cEducation Questions\u201d in their internal communications app, which became a forum for everyone to get real-time answers. Reps can post questions in real time, and someone will answer quickly:<\/p>\n<figure id=\"attachment_6460\" aria-describedby=\"caption-attachment-6460\" style=\"width: 840px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/www.ringcentral.com\/rcapp.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"wp-image-6460 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image6-83-1024x601.png\" alt=\"An example of a team messaging thread in RingCentral\u2019s desktop app\" width=\"840\" height=\"493\" \/><\/a><figcaption id=\"caption-attachment-6460\" class=\"wp-caption-text\">An example of a team messaging thread in <a href=\"https:\/\/www.ringcentral.com\/rcapp.html\">RingCentral\u2019s desktop app<\/a><\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>\u201cThat\u2019s so important because it means our rep doesn\u2019t have to break the momentum of the conversation with that client by calling in to our office,\u201d said Shane Brown, IT Marketing Coordinator for Beauty Solutions.<\/p>\n<p>They also recognize that busy reps don\u2019t always have the time to check voicemails right away. So other team members pitch in, checking voicemails to weed out those who should be forwarded straight to the customer service team\u2014and flagging the ones that need immediate attention.<\/p>\n<p>This efficient flow of communication is possible because they chose the right technology for both internal and external communications.<\/p>\n<p>With everyone sharing the workload, Beauty Solutions is able to offer their customers the best possible customer service experience.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>Pro-tip:<\/b><\/div>\n<p>Especially for small businesses, it\u2019s crucial to instill the importance of customer service across the entire company. Share the workload by training all team members on the importance of customer service and empower them to share information internally that contributes to a great customer experience.<\/p>\n<\/div>\n<h2>What does good customer service look like for your business?<\/h2>\n<p>Customer service can be a challenging area for small businesses to manage\u2014there\u2019s a lot that goes into it, and it can quickly become overwhelming.<\/p>\n<p>And whether your business operates on a subscription model or relies on referrals (or wants to get more repeat purchases), good customer service is almost always crucial to your bottom line.<\/p>\n<p>Through these examples from our very own customers, we hope you can learn the skills and tactics you need to make sure your business is providing great customer service. With the right techniques combined with the right technology, even the smallest of businesses can have a large, positive impact on customer satisfaction.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<div style=\"font-size: 14px;\">\n<p><sup>1<\/sup> statista.com\/statistics\/815599\/causes-of-customer-service-frustration-us<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>What does good customer service look like? You probably know when you\u2019ve experienced it, and you certainly know when you\u2019ve experienced bad customer service, but for a small business with a small support team (if you have one at all), it can be a difficult goal to define. Even when you try to drill down &#8230;<\/p>\n","protected":false},"author":1145,"featured_media":46492,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,4],"tags":[402,18246,15541,18197],"class_list":["post-42328","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-customer-experience","tag-customer-service","tag-customer-service-examples","tag-cx","tag-good-customer-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>8 examples of good customer service | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"What do these 8 examples of good customer service have in common (other than they\u2019re relatively inexpensive and simple to achieve)? 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