{"id":42427,"date":"2020-04-15T00:00:00","date_gmt":"2020-04-15T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/improve-customer-experiences\/"},"modified":"2025-03-13T06:27:44","modified_gmt":"2025-03-13T13:27:44","slug":"improve-customer-experiences","status":"publish","type":"post","link":"\/us\/en\/blog\/improve-customer-experiences\/","title":{"rendered":"Improve your customer experience with these communication solutions"},"content":{"rendered":"<p>For most brands these days, improving customer experience (CX) is the ultimate holy grail.<\/p>\n<p>Good customer experience is what everybody wants\u2014even if you\u2019re just hailing an Uber for a 10-minute cab ride or buying a single-ply tissue roll from a supermarket chain.<\/p>\n<p>This is a massive change from the days when customer experience was mostly limited to upscale services like going to Disneyland or buying a diamond ring from Tiffany &amp; Co.<\/p>\n<p>But over the last two decades, the internet has penetrated all aspects of our lives and pushed many businesses to move their services online.<\/p>\n<p>The result: more and more brands are beginning to offer a seamless <a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement-experience.html\">digital customer experience<\/a> to meet growing <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-expectations\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer expectations<\/a> online.<\/p>\n<p>In this post, we\u2019ll slice and dice a few key topics to understand the different ways in which you can improve your company\u2019s customer experience\u2014often, without needing to make a huge financial investment upfront:<\/p>\n<ul class=\"table-of-content\">\n<li><a href=\"#Why bother improving customer experience? What are the benefits?\">Why bother improving customer experience? What are the benefits?<\/a><\/li>\n<li><a href=\"#3 ways to measure customer experience\">3 ways to measure customer experience<\/a><\/li>\n<li><a href=\"#4 tips for improving customer experience\">4 tips for improving customer experience<\/a><\/li>\n<li><a href=\"#3 examples of how companies have improved their customer experience\">3 examples of how companies have improved their customer experience<\/a><\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">\ud83d\udd0d<span style=\"font-weight: 400;\"> Access <strong>Metrigy&#8217;s free report<\/strong> to learn more about the 2022 state of customer experience technology.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/report\/metrigy-cx-report.pdf\" data-id=\"69d1815e83767\" id=\"69d1815e83767\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d1815e83767.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the report<\/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\udc40 \u200a Get this free report to learn about the 2022 state of customer experience technology. <\/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:69d1815e83767.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><\/span><\/p>\n<hr \/>\n<p><a name=\"Why bother improving customer experience? What are the benefits?\"><\/a><\/p>\n<h2>What are the benefits of improving customer experience?<\/h2>\n<p>Despite being the smartest species on planet Earth, sometimes we humans aren\u2019t very good at making decisions.<sup>1<\/sup> It\u2019s especially challenging for, say, customers to choose between a plethora of brands and products that offer look-alike features, benefits, and pricing.<\/p>\n<p>So we do what we are best at. We use our heuristics\u2014aka mental shortcuts\u2014to filter out \u201cbad choices\u201d based on our experiences.<\/p>\n<p>It means that instead of making rational decisions, we sometimes rely on our emotional cues, like gut feelings, biases, and stereotypes. That\u2019s why we bank so much on an \u201ceducated guess\u201d or a \u201crule of thumb.\u201d<\/p>\n<p>Good customer experiences are shortcuts like that too\u2014they\u2019re a way for us to like and trust a brand because we had a rewarding experience with them.<\/p>\n<p>Everything else\u2014like product, price, and features\u2014are table stakes for customers.<\/p>\n<p>No wonder 86% of buyers are willing to pay <i>more<\/i> for a better customer experience.<sup>2<\/sup><\/p>\n<p>From a company\u2019s perspective, your customer experience is one of your best shots at getting a good return on investment. But instead of telling you why we think so, we\u2019ll let the numbers do the talking.<\/p>\n<p>On average, brands that are invested in improving customer experience see benefits like these<sup>3<\/sup>:<\/p>\n<ul>\n<li>42% improvement in <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention<\/a><\/li>\n<li>33% improvement in customer satisfaction<\/li>\n<li>32% jump in cross-selling and\/or up-selling<\/li>\n<\/ul>\n<p>Good customer experience can also make a buyer <i>five times<\/i> more likely to buy from a brand again or recommend it to other people.<sup>4<\/sup><\/p>\n<p>Pretty impressive, right? In contrast, the downsides of bad customer experience are pretty ugly, too:<\/p>\n<ul>\n<li>78% of consumers abandon a purchase decision because of a bad experience.<sup>5<\/sup><\/li>\n<li>91% of unhappy customers will not willingly do business with your company again.<sup>6<\/sup><\/li>\n<\/ul>\n<p>Translation? These numbers point to the fact that improving customer experience does a lot for your bottom line, from boosting your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention rate<\/a> to reducing your cost of marketing and sales.<sup>7<\/sup><\/p>\n<p>But first, if you want to improve your customer experience, you have to be able to measure how your customers feel about interacting with your business.<\/p>\n<p><i>\u200b<\/i>[ebook-download title=&#8221;How customer-obsessed is your business?&#8221; link=&#8221;https:\/\/netstorage.ringcentral.com\/documents\/quiz_how_customer_obsessed_your_business.pdf&#8221; cta-text=&#8221;Take the quiz&#8221; src=&#8221;&#8221;]<br \/>\n<a name=\"3 ways to measure customer experience\"><\/a><\/p>\n<h2>3 ways to measure customer experience<\/h2>\n<p>Brands often talk about their customer experiences using adjectives like \u201ctailored\u201d experiences, \u201cpersonalized\u201d interactions, and \u201ccustomized\u201d service.<\/p>\n<p>Sounds intimidating, but customer experience is actually a relatively easy-to-measure business metric. And that\u2019s great because\u2014as you might\u2019ve heard\u2014if you can measure it, you can manage it.<\/p>\n<p>Here are three important metrics that you should use measure\u2014and manage\u2014to improve your customer experience:<\/p>\n<h3>1. Customer happiness<\/h3>\n<p>It\u2019s a no-brainer. <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/happy-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">Happy customers<\/a> are the hallmark of a good customer experience.<\/p>\n<p>But CX can be a subjective experience that varies from one customer to another. So what should you do to make sure your customer experience is consistent across the board? Well, the first step is to ask.<\/p>\n<p>Survey your customers soon after every service interaction to see if there are any gaps in how your team delivers on the <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a>.<\/p>\n<p>You can use tools like Google Forms or Typeform to get <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer feedback<\/a> and calculate your customer satisfaction (CSAT), Net Promoter Score (NPS), or customer effort score (CES).<\/p>\n<p>Apply that feedback to improve the CX when you find glaring inconsistencies or negative patterns in your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer survey<\/a> results.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip:<\/b><\/div>\n<p>If you\u2019re already using a contact center solution like <a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Contact Center<\/a>, you don\u2019t need to pay for another tool\u2014it comes with a <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">surveys<\/a> feature.<\/p>\n<\/div>\n<h3>2. Customer churn<\/h3>\n<p>Customer churn is one of the most depressing metrics for any business. Calculating your churn rate tells you the percentage of customers who stopped using your products or services every month or every year.<\/p>\n<p>Here\u2019s the easiest formula to calculate your monthly churn if you were to calculate it for the month of July:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-large wp-image-6767\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image9-45-1024x576.png\" alt=\"Formula to calculate monthly churn\" width=\"840\" height=\"473\" \/><\/p>\n<p>The silver lining to measuring churn is you can use these learnings to improve the opposite metrics (like customer retention and customer loyalty).<\/p>\n<p>While customers leaving or churning out is inevitable for almost every business, you <i>can<\/i> minimize it by taking certain measures.<\/p>\n<p>For instance, you could trigger a short exit survey in an email to every customer who decides to close their account or leave your business. Like this one:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-6769\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image5-106.png\" alt=\"Short exit survey\" width=\"624\" height=\"146\" \/><\/p>\n<p>If you find that lots of ex-customers are selecting \u201cprice\u201d as the reason for quitting your brand, you might want to devise a strategy to either lower your price or provide more value for what you&#8217;re charging.<\/p>\n<h3>3. Customer lifetime value<\/h3>\n<p>Customer lifetime value (CLV) is maybe the most important metric used to measure customer experience because it encompasses all other CX metrics in it (like retention and loyalty).<\/p>\n<p>CLV is the prediction of the net dollar value that you can get out of your customer\u2014for as long as they stay with your brand.<\/p>\n<p>It\u2019s also the calculation of your customer\u2019s worth to your business\u2014not just in terms of dollar value, but also in terms of your brand\u2019s relationship with them.<\/p>\n<p>Here\u2019s a simple formula to calculate customer lifetime value\u2014you can usually measure your CLV by doing a simple back-of-the-napkin calculation or using a basic calculator:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-large wp-image-6768\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image8-63-1024x576.png\" alt=\"Formula to calculate customer lifetime value\" width=\"840\" height=\"473\" \/><\/p>\n<p>There are a few different ways to increase CLV. You could take simple steps like switching your product billing cycle from monthly to yearly (to increase the likelihood that customers will stick around longer) or offering point-based loyalty programs.<\/p>\n<p>These are both good ideas, but the best way to improve your CLV is to bake an awesome customer experience into your company\u2019s DNA. Make sure that you\u2019re exceeding expectations and delighting your customers at <i>all<\/i> stages of their customer journey\u2014not just up to the point when they decide to buy from you.<\/p>\n<p>That means you have to look beyond just material incentives like referral points and discounts\u2014there\u2019s a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-relations\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer relationship<\/a> component to it too.<br \/>\n<a name=\"4 tips for improving customer experience\"><\/a><\/p>\n<h2>4 ideas to improve the customer experience<\/h2>\n<p>Once you have an understanding of where the gaps are in your brand\u2019s customer experience management, you can now look at ways to improve it further.<\/p>\n<p>Here are our four tips on how to do that.<\/p>\n<h3>1. Improve your employee experience<\/h3>\n<p>While customer experience sounds like it\u2019s all about your end buyers, the seeds of good CX are actually often sowed in your brand\u2019s home turf\u2014meaning you need to build a good employee experience (EX) for your team too.<\/p>\n<p>According to Gallup\u2019s data, the more your employees are engaged at work, the better it is for your brand\u2019s business outcomes.<sup>8<\/sup><\/p>\n<p>Makes sense, right? Happier employees, happier customers. And employee experience encompasses the whole range of interactions that your employees have with your company\u2014starting from the day they take the job interview to the time they go through the exit interview process.<\/p>\n<p>It\u2019s important that your brand makes each of those experiences as rewarding for your staff as possible.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip:<\/b><\/div>\n<p><a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/workforce-optimization.html\" target=\"_blank\" rel=\"noopener noreferrer\">Use workforce optimization (WFO)<\/a> strategies to help your employees become more efficient\u2014and increase customer satisfaction too.<\/p>\n<\/div>\n<p>For instance, RingCentral\u2019s Contact Center solution lets you <a href=\"https:\/\/netstorage.ringcentral.com\/datasheets\/cc_inview.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">gamify your call center experience<\/a> to make your agents\u2019 jobs more fun and interactive:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-large wp-image-6770\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-166-1024x576.png\" alt=\"RingCentral\u2019s Contact Center solution lets you gamify call center experience to make agents\u2019 jobs more fun and interactive.\" width=\"840\" height=\"473\" \/><\/p>\n<p>Here are a few tips on other ways to use gamification to motivate your employees:<\/p>\n<ul>\n<li>Use <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/employee-engagement-apps\/\" target=\"_blank\" rel=\"noopener noreferrer\">employee engagement apps<\/a> to make it fun for your team to get involved and make suggestions on how to improve the business.<\/li>\n<li>Make it a game for your reps to earn virtual badges, swag, or redeemable points when they achieve certain benchmarks related to <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/what-is-good-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">good customer service<\/a>.<\/li>\n<li>Set up a jumbo dashboard that visualizes and tracks your team\u2019s individual performances in real time.<\/li>\n<li>Or split your call center team into smaller groups and invite them to participate in team-level challenges to crush goals in exchange for rewards.<\/li>\n<\/ul>\n<h3>2. Invest in building long-term relationships<\/h3>\n<p>One of the fundamental mistakes that most businesses make is that they put revenues ahead of the employee and customer experience.<\/p>\n<p>That\u2019s like putting your cart before the horse; the cart can\u2019t drive itself.<\/p>\n<p>EX and CX are drivers of growth. When the two are in sync, profit becomes a natural byproduct.<\/p>\n<p>But what exactly does it mean to put EX and CX before revenue?<\/p>\n<p>It\u2019s actually pretty simple. It means you have to direct all your energies in building genuine, long-term relationships with your customers.<\/p>\n<p>You have to foster an environment for your employees to connect with customers at a human level\u2014instead of just looking at them as leads, accounts, or sales opportunities. (Zappos is famous for doing this well.)<\/p>\n<p>One of the best things your business can do to create world-class customer experience, even if you don\u2019t have the biggest budget in the world, is to hire the right people. From choosing teammates with good <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-skills\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service skills<\/a> to nurturing <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-teamwork\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service teamwork<\/a> in your day-to-day, people are absolutely key.<\/p>\n<p>Whether you have fancy technology and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/automated-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">automated customer service<\/a> or not, having the right people is the easiest way to improve your customer experience.<\/p>\n<p>Come to think about it, there shouldn\u2019t be just one business function in your company that\u2019s responsible for a good customer experience either.<\/p>\n<p>Customer experience should be <i>everyone\u2019s<\/i> job. Whether their role is customer-facing or not, it should be on everyone\u2019s minds. From things like the purchasing process, to signing contracts, to the on-hold wait time, everyone has a hand in answering this question: <i>How can we make this a better experience for our customers?<\/i><\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip:<\/b><\/div>\n<p>Learn more about <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service best practices.<\/a><\/p>\n<\/div>\n<h3>3. Use the right tools to monitor and improve CX<\/h3>\n<p>The thing about customer experience is it\u2019s not a one-time target you can just hit and forget.<\/p>\n<p>If you downloaded an industry report about <a href=\"https:\/\/www.ringcentral.com\/call-center-metrics.html\">call center metrics<\/a> in 2010 and expect to be able to follow that advice through 2021\u2014we\u2019d wager that you\u2019re in for a surprise.<\/p>\n<p>That\u2019s the reality of most customer-centric functions\u2014customer service metrics tend to be moving goalposts that you have to keep up with.<\/p>\n<p>For instance, while phone calls are still the most popular channel of communication for customers, live chat is quickly catching up to become a second favorite for customers across all age groups.<\/p>\n<p>We recently <a href=\"https:\/\/netstorage.ringcentral.com\/documents\/ringcentral-research-customer-communications-review.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">ran a survey<\/a> and found some interesting observations about the change in customer service expectations. Specifically, <b>phone calls are still the most preferred customer service channel overall at 63%\u2014with online chat a distant second at 39%<\/b>:<\/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-6771 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image3-139-1024x758.png\" alt=\"Phone calls are still the most preferred customer service channel overall at 63%\u2014with online chat a distant second at 39%.\" width=\"840\" height=\"622\" \/><\/a><\/p>\n<p>That\u2019s a big \u201cYes\u201d to prove that phones still rule the roost in customer service.<\/p>\n<p>But this data also shows that you can\u2019t ignore the growing popularity of digital touchpoints such as live chat, social media, and self-service.<\/p>\n<p>What does this mean for your brand in trying to improve customer experience?<\/p>\n<p>That you have to keep measuring it, refining it, and trying out new things to keep up with the fast-changing industry.<\/p>\n<p>Luckily, having the right tools in your toolkit can help you see the problems and fix them before they become too big to handle.<\/p>\n<p>When it comes to measuring customer experience\u2014the more granular and specific your data is, the better you understand the performance of your teams and processes. So, use <a href=\"https:\/\/www.ringcentral.com\/ca\/en\/office\/features\/analytics-portal\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\">an analytics platform<\/a> that helps you gain insights on how you can offer better customer experience to people calling you through phone lines.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Choose a helpdesk tool that automatically records customer data or logs in their information from past conversations, such as from your customer relationship management (CRM) software.<\/p>\n<\/div>\n<p>Leverage your tools to get continuous insights instead of gleaning patterns out of one-time studies.<\/p>\n<p>The beauty of using these tools is that you can come up with your own customized reports and analytics that every team involved in your CX management process can interpret in their own terms.<\/p>\n<p>For instance, your customer service team can trigger an NPS survey at the end of every service interaction to know how customers feel about the quality of your customer support.<\/p>\n<p>If you fare too low in the NPS, it\u2019s time to go back to the drawing board and make necessary improvements.<\/p>\n<p>Your product engineering team can embed the CES survey as part of a new feature launch in your software product. If you get a lukewarm response from your customers, it\u2019s a signal for your product team to either strip down the feature or make it more practical for the users.<\/p>\n<p>This technique allows all these teams an opportunity to make immediate course corrections and improve the customer experience along the way.<\/p>\n<p>So consistently measure how your customers are reacting to your brand interactions and look for opportunities to maximize positive experiences and minimize negative ones.<\/p>\n<h3>4. Make the customer experience convenient for, well, your customers<\/h3>\n<p>There are three tenets to a good customer experience:<\/p>\n<ul>\n<li>Ease<\/li>\n<li>Emotion<\/li>\n<li>Effectiveness<\/li>\n<\/ul>\n<p>If you weave these components of CX into a single thread, here\u2019s what that might look like:<\/p>\n<p><i>The ease and effectiveness with which a customer gets value out of your brand and feels emotionally fulfilled about the whole experience.<\/i><\/p>\n<p>Here\u2019s a <a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">visual graph<\/a> of what customers think are the most important factors in their customer experience:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-large wp-image-6772\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image10-39-1024x640.png\" alt=\"Visual graph of what customers think are the most important factors in their customer experience:\" width=\"840\" height=\"525\" \/><\/p>\n<p>Those biggest high-flying bubbles at the top? Yep, they\u2019re all about the efficiency of your brand and the level of convenience you can offer to your customers.<\/p>\n<p>Everything else that you see in the lower terrain of the graph can somehow map to the three tenets listed above.<\/p>\n<p>So what does this mean for you? What can your brand do?<\/p>\n<p>Well for one, lower the friction in a customer\u2019s journey when they\u2019re interacting with your brand.<\/p>\n<p>When someone calls your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a> team, don\u2019t make them go through a confusing loop of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/interactive-voice-response\/\" target=\"_blank\" rel=\"noopener noreferrer\">IVR<\/a> options.<\/p>\n<p>Put people over processes and protocols. Communicate to your customers on their terms. Remember, your policies should enable good CX\u2014not become roadblocks to it.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Make sure your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/best-customer-service-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service software<\/a> can integrate with or \u201ctalk to\u201d each other.<\/p>\n<\/div>\n<p>One big benefit of using <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-apps\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service apps<\/a> that integrate with each other is that it takes a lot of manual work off your hands. Some integrations will automatically send, say, a log of your latest conversation with a customer from your phone system to your CRM software. Now, you don\u2019t have to copy and paste repetitive data.<\/p>\n<p>Another benefit of hooking up your phone or communication system to your CRM? You can see your customer\u2019s history and past interactions on your screen with your business when they call, which makes for smoother <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-interactions\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer interactions<\/a>. Plus, you can call them directly from your computer screen too.<\/p>\n<p>Here\u2019s how it looks in <a href=\"https:\/\/www.ringcentral.com\/apps\/ringcentral-zendesk\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk\u2019s integration with RingCentral<\/a>, for example:<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/apps\/ringcentral-zendesk\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-6773 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-195-1024x524.png\" alt=\"Zendesk\u2019s integration with RingCentral\" width=\"840\" height=\"430\" \/><\/a><br \/>\n<a name=\"3 examples of how companies have improved their customer experience\"><\/a><\/p>\n<h2>3 examples of how real-life companies improved customer experience<\/h2>\n<p>Concepts like customer experience, customer loyalty, and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer engagement<\/a> are all pretty abstract ideas\u2014so, here are some examples of how real companies did it. (And here are some examples of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/b2b-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">B2B customer service<\/a>, if you\u2019re selling to businesses and not consumers.)<\/p>\n<h3>1. Patagonia<\/h3>\n<p>Since its early days, Patagonia\u2019s brand values have been deeply rooted in three things: building the highest quality products, saving the planet, and breaking down conventions.<sup>9<\/sup><\/p>\n<p>For an activewear apparel brand that started as a small company to scale as a 2,000-employee strong global workforce, Patagonia has done exceptionally well to improve its customer experience as it grows.<\/p>\n<p>But it wasn\u2019t always like this. In the 1990s, Patagonia went through an unexpected financial crisis and was forced to lay off 120 of its employees\u2014one-fifth of its workforce back then.<\/p>\n<p>The brand quickly realized that it had to readjust its priorities and take unconventional measures to get back on its feet.<\/p>\n<p>It did, and years later today, Patagonia checks all the boxes in terms of delivering a good customer experience.<\/p>\n<p>For instance, its employee turnover rate is about 4%\u2014a freakishly low stat in the retail clothing industry. It might be because Patagonia encourages employees to break conventional workplace barriers and disregards corporate hierarchy when it comes to welcoming new ideas. This empowers its employees to do what is right for a customer in order to offer them a remarkable customer experience.<\/p>\n<p>Patagonia also makes the most of technology to help its staff be more efficient, manage customer data more effectively, and offer a consistent, uniform customer experience across all channels.<sup>10<\/sup><\/p>\n<p>Patagonia understands that its customer demographic is young adventure junkies whose lives transcend into digital spaces. So the brand is making moves to transition itself to a digital-first company and meet its customers where they are: online. This is smart because it appeals not just to its digital native customers, but also attracts future employees who are equally tech-savvy.<\/p>\n<figure id=\"attachment_6774\" aria-describedby=\"caption-attachment-6774\" style=\"width: 782px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-large wp-image-6774\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image6-4-782x1024.jpg\" alt=\"Patagonia evokes environmentalism and sustainability in its brand messaging to create a certain emotional experience in its customers. Note the consideration of an online experience in the QR code.\" width=\"782\" height=\"1024\" \/><figcaption id=\"caption-attachment-6774\" class=\"wp-caption-text\"><em>Patagonia evokes environmentalism and sustainability in its brand messaging to create a certain emotional experience in its customers. Note the consideration of an online experience in the QR code.<\/em><\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>This\u2014in combination with the brand\u2019s love for environmentalism\u2014is one reason why Patagonia has some of the most forward-thinking customers who are also fanatical brand loyalists.<sup>11<\/sup><\/p>\n<h3>2. Starbucks<\/h3>\n<p>When Starbucks opened its first coffee shop in 1971, it was just another coffee shop in a Seattle neighborhood next to a fish market.<\/p>\n<p>But the brand soon realized that just offering good coffee wasn\u2019t going to cut it for them. So they started improving their customer experience in areas that other coffee outlets hadn\u2019t even thought about.<\/p>\n<p>The brand pioneered a digital flywheel strategy, mastering the four elements of customer experience\u2014<a href=\"https:\/\/thinkmobiles.com\/blog\/how-much-cost-make-app-like-starbucks\/#:~:text=To%20sum%20it%20all%20up,on%20rates%20and%20other%20factors.\" target=\"_blank\" rel=\"noopener noreferrer\">easy payments<\/a>, easy ordering, personalization, and loyalty rewards:<sup>12<\/sup><\/p>\n<figure id=\"attachment_6775\" aria-describedby=\"caption-attachment-6775\" style=\"width: 840px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-large wp-image-6775\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image7-69-1024x576.png\" alt=\"Starbucks offers a great customer experience through its mobile app, which creates a better customer experience offline.\" width=\"840\" height=\"473\" \/><figcaption id=\"caption-attachment-6775\" class=\"wp-caption-text\"><em>Starbucks offers a great customer experience through its mobile app, which creates a better customer experience offline.<\/em><\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>Over the years, the brand has garnered so much popularity that 40% of coffee shops in the US are Starbucks stores<sup>13<\/sup>.<\/p>\n<p>But that\u2019s not the most impressive part of their growth. In China, a new Starbucks opens <i>every 15 hours<\/i><sup>14<\/sup>.<\/p>\n<p>And their loyalty membership program is just through the roof\u2014approximately twice as many as the number of residents in Michigan<sup>15<\/sup>.<\/p>\n<p>The funny thing is, if you were to ask a Starbucks fan what they like about their favorite coffee shop, the answer won\u2019t always be \u201ccoffee.\u201d<\/p>\n<p>For Starbucks fanatics, it\u2019s the whole experience of going to the Starbucks\u2014the patio-like atmosphere, interacting with the baristas who are always friendly, free Wi-Fi, and maybe the new (and expensive) drink that they just can\u2019t get anywhere else.<\/p>\n<p>And oh, they might also joke about their names that Starbucks barista (knowingly) misspelled<sup>16<\/sup>.<\/p>\n<p>And here\u2019s how the brand is leveraging technology to improve on its customer experience. Starbucks recently rolled out its now-signature pickup-only store, to give its busy customers a chance to enjoy their favorite Starbucks beverages while on the go.<\/p>\n<p>If you\u2019re a customer, all you need to do is open up your Starbucks app on your smartphone, order your drink, and get it from the barista in the pickup counter.<\/p>\n<p>It\u2019s a bold move for a coffee chain that earned a name for itself by offering a beloved in-person coffee experience.<\/p>\n<p>For most Starbucks customers today, it\u2019s become part of their daily experience to stand in long queues or sit in an overcrowded coffee store full of strangers. But Starbucks chose not to sit on its laurels and stick to its status quo service delivery.<\/p>\n<p>The brand already offered a great <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/omnichannel-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">omnichannel customer service<\/a> for customers to place an order from their smartphones and pick it up from the nearest store.<\/p>\n<p>Now, it\u2019s improved the customer experience even more while keeping up with changing customer expectations.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Check out these examples of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/examples-of-good-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">good customer service<\/a>.<\/p>\n<\/div>\n<h3>3. FedEx<\/h3>\n<p>FedEx is in the business of logistics\u2014and among the thousands of things that the company ships, it&#8217;s also really good at delivering customer experience.<\/p>\n<p>FedEx is an industry leader in offering a great customer experience because it tightly packages all aspects of a good CX\u2014ease, efficiency, and dependency\u2014right into its service delivery.<\/p>\n<p>But it wasn\u2019t always this easy for a company that was born amidst the economic downturn\u2014just when the oil embargo of 1973 had begun.<\/p>\n<p>Fuel scarcity meant the company couldn\u2019t fly all the planes in its fleet to ship important packages to its customers on time. The company was on the brink of closure for the next two years.<\/p>\n<p>But the company pushed through its struggles\u2014it lobbied the American government to get four million gallons of jet fuel through the government\u2019s fuel rationing program. Most importantly, the brand stuck to the promise it made to its customers:<\/p>\n<p>\u201cFedEx\u2014when it absolutely, positively has to be there overnight.\u201d<\/p>\n<p>Once it overcame the economic crisis and ramped up its global operations, FedEx started applying innovative ideas to improve its operational efficiency and offer better customer service.<\/p>\n<p>For example, in 1979, FedEx became the first company to offer a \u201ctracking number\u201d for customers who could call FedEx customer service to check the location of their packages.<sup>17<\/sup><\/p>\n<p>In 1986, the company developed a prototype of a handheld barcode scanner for its delivery drivers to share tracking information on their truck terminals.<sup>18<\/sup><\/p>\n<p>And in 1994, they launched FedEx.com\u2014the first-of-its-kind service that allowed customers to process their shipments online and track the shipment status in real-time.<sup>19<\/sup><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6776 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image4-130-1024x390.png\" alt=\"FedEx allows customers to process their shipments online and track the shipment status in real-time.\" width=\"840\" height=\"320\" \/><\/p>\n<p>FedEx\u2019s focus on continuously improving its customer experience has earned it the status of the second most trusted and recommended brand in the US\u2014right after Amazon and eight places higher than its closest rival, UPS.<sup>20<\/sup><\/p>\n<h2>Ready to improve your customer experience?<\/h2>\n<p>Customer experience is a very personal thing.<\/p>\n<p>While your customers need just one bad interaction to abandon your brand (often without warning), you need to hit the right chords on delivering good CX at all times.<sup>21<\/sup><\/p>\n<p>Good customer experience is what differentiates a good brand from the mediocre ones. It helps customers develop a mental model to pick their favorite brands and keep others at bay.<\/p>\n<p>Let\u2019s face it. We are in the thick of an \u201cexperience economy.\u201d That\u2019s why you have to embed good CX into all areas of your brand\u2019s growth strategy: product, distribution, and customer service.<\/p>\n<p>After all, good CX has a direct correlation on all the profitable business metrics\u2014customer retention, brand loyalty, and customer lifetime value.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<div style=\"font-size: 14px;\">\n<p><sup>1<\/sup> psychologytoday.com\/us\/basics\/decision-making<\/p>\n<p><sup>2<\/sup> smartinsights.com\/user-experience\/customer-experience-management-cxm\/the-complete-guide-to-a-great-customer-experience<\/p>\n<p><sup>3<\/sup> drift.com\/customer-experience\/<\/p>\n<p><sup>4<\/sup> experiencematters.blog\/category\/roi-of-customer-experience<\/p>\n<p><sup>5<\/sup> glance.net\/us\/en\/blog\/wp-content\/uploads\/2015\/07\/Counting-the-customer_-Glance_eBook-4.pdf<\/p>\n<p><sup>6<\/sup> slideshare.net\/ekolsky\/cx-for-executives<\/p>\n<p><sup>7<\/sup> stratfordmanagers.com\/customer-experience-advantages<\/p>\n<p><sup>8<\/sup> gallup.com\/workplace\/236927\/employee-engagement-drives-growth.aspx<\/p>\n<p><sup>9<\/sup> patagonia.com\/core-values<\/p>\n<p><sup>10<\/sup> cloudblogs.microsoft.com\/industry-blog\/microsoft-in-business\/retail\/2018\/02\/22\/how-patagonia-transformed-the-customer-experience-in-the-cloud<\/p>\n<p><sup>11<\/sup> customerthermometer.com\/customer-retention-ideas\/brand-loyalty-statistics-2017<\/p>\n<p><sup>12<\/sup> digirupt.io\/starbucks-digital-flyweel-strategy-continues-to-pay-off<\/p>\n<p><sup>13<\/sup> dailycoffeenews.com\/2019\/10\/25\/nearly-four-of-every-five-us-coffee-shops-are-now-starbucks-dunkin-or-jab-brands\/<\/p>\n<p><sup>14<\/sup> cnbc.com\/2017\/12\/05\/starbucks-is-opening-a-store-in-china-every-15-hours.html<\/p>\n<p><sup>15<\/sup> vox.com\/the-goods\/2020\/2\/27\/21145969\/starbucks-coffee-drinks-stores<\/p>\n<p><sup>16<\/sup> brandwatch.com\/blog\/react-starbucks-spelling-your-name-wrong<\/p>\n<p><sup>17, 18, 19<\/sup> fedex.com\/gb\/enews\/2018\/new-year\/the-past-present-and-future-of-fedex-innovations.html<\/p>\n<p><sup>20<\/sup> industryweek.com\/supply-chain\/article\/22010545\/the-ten-most-trusted-brands-in-the-us<\/p>\n<p><sup>21<\/sup> pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>For most brands these days, improving customer experience (CX) is the ultimate holy grail. Good customer experience is what everybody wants\u2014even if you\u2019re just hailing an Uber for a 10-minute cab ride or buying a single-ply tissue roll from a supermarket chain. This is a massive change from the days when customer experience was mostly &#8230;<\/p>\n","protected":false},"author":29,"featured_media":42438,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[18286,743,402,15541,15785],"class_list":["post-42427","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-cs","tag-customer-experience","tag-customer-service","tag-cx","tag-improve-customer-experience"],"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>Improve your customer experience with these communication solutions | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Want to improve your customer experience? Use these communication solutions (with examples using RingCentral) to improve your team&#039;s productivity.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/improve-customer-experiences\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Improve your customer experience with these communication solutions\" \/>\n<meta property=\"og:description\" content=\"Want to improve your customer experience? Use these communication solutions (with examples using RingCentral) to improve your team&#039;s productivity.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/improve-customer-experiences\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2020-04-15T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-13T13:27:44+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/3-Innovative-Ways-to-Improve-Customer-Experience.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"RingCentral Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"20 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/improve-customer-experiences\/\"},\"author\":{\"name\":\"RingCentral Team\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\"},\"headline\":\"Improve your customer experience with these communication solutions\",\"datePublished\":\"2020-04-15T00:00:00+00:00\",\"dateModified\":\"2025-03-13T13:27:44+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/improve-customer-experiences\/\"},\"wordCount\":4080,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/3-Innovative-Ways-to-Improve-Customer-Experience.png\",\"keywords\":[\"CS\",\"customer experience\",\"customer service\",\"CX\",\"improve customer experience\"],\"articleSection\":[\"Business &amp; leadership\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/improve-customer-experiences\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/\",\"name\":\"Improve your customer experience with these communication solutions | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/3-Innovative-Ways-to-Improve-Customer-Experience.png\",\"datePublished\":\"2020-04-15T00:00:00+00:00\",\"dateModified\":\"2025-03-13T13:27:44+00:00\",\"description\":\"Want to improve your customer experience? Use these communication solutions (with examples using RingCentral) to improve your team's productivity.\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/3-Innovative-Ways-to-Improve-Customer-Experience.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/3-Innovative-Ways-to-Improve-Customer-Experience.png\",\"width\":1200,\"height\":675},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Improve your customer experience with these communication solutions\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\",\"name\":\"RingCentral Team\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"caption\":\"RingCentral Team\"},\"sameAs\":[\"https:\/\/www.ringcentral.com\"],\"url\":\"\/us\/en\/blog\/author\/ringcentral-team\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Improve your customer experience with these communication solutions | RingCentral Blog","description":"Want to improve your customer experience? Use these communication solutions (with examples using RingCentral) to improve your team's productivity.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/improve-customer-experiences\/","og_locale":"en_US","og_type":"article","og_title":"Improve your customer experience with these communication solutions","og_description":"Want to improve your customer experience? Use these communication solutions (with examples using RingCentral) to improve your team's productivity.","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/improve-customer-experiences\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2020-04-15T00:00:00+00:00","article_modified_time":"2025-03-13T13:27:44+00:00","og_image":[{"width":1200,"height":675,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/3-Innovative-Ways-to-Improve-Customer-Experience.png","type":"image\/png"}],"author":"RingCentral Team","twitter_card":"summary_large_image","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"20 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#article","isPartOf":{"@id":"\/us\/en\/blog\/improve-customer-experiences\/"},"author":{"name":"RingCentral Team","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358"},"headline":"Improve your customer experience with these communication solutions","datePublished":"2020-04-15T00:00:00+00:00","dateModified":"2025-03-13T13:27:44+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/improve-customer-experiences\/"},"wordCount":4080,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/3-Innovative-Ways-to-Improve-Customer-Experience.png","keywords":["CS","customer experience","customer service","CX","improve customer experience"],"articleSection":["Business &amp; leadership"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/improve-customer-experiences\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/","name":"Improve your customer experience with these communication solutions | RingCentral Blog","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/3-Innovative-Ways-to-Improve-Customer-Experience.png","datePublished":"2020-04-15T00:00:00+00:00","dateModified":"2025-03-13T13:27:44+00:00","description":"Want to improve your customer experience? Use these communication solutions (with examples using RingCentral) to improve your team's productivity.","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/3-Innovative-Ways-to-Improve-Customer-Experience.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/3-Innovative-Ways-to-Improve-Customer-Experience.png","width":1200,"height":675},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/improve-customer-experiences\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"Improve your customer experience with these communication solutions"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358","name":"RingCentral Team","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","caption":"RingCentral Team"},"sameAs":["https:\/\/www.ringcentral.com"],"url":"\/us\/en\/blog\/author\/ringcentral-team\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/3-Innovative-Ways-to-Improve-Customer-Experience.png","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/ringcentral-team\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">RingCentral Team<\/span><\/a>","rc_author_full_name":"RingCentral Team","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/ringcentral-logo-new.png","rc_author_link":"\/us\/en\/blog\/author\/ringcentral-team\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/business-leadership\/amp\">Business &amp; leadership<\/a>","amp_link":"\/us\/en\/blog\/improve-customer-experiences\/amp","excerpt_title":"Improve your customer experience with these communication...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/42427","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=42427"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/42427\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/42438"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=42427"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=42427"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=42427"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}