{"id":42824,"date":"2020-07-29T11:22:35","date_gmt":"2020-07-29T18:22:35","guid":{"rendered":"https:\/\/www.ringcentral.com\/blog\/?p=35042"},"modified":"2025-03-13T06:02:26","modified_gmt":"2025-03-13T13:02:26","slug":"introducing-engage-messaging-continuous-conversations-across-all-devices-for-a-better-customer-experience","status":"publish","type":"post","link":"\/us\/en\/blog\/introducing-engage-messaging-continuous-conversations-across-all-devices-for-a-better-customer-experience\/","title":{"rendered":"Introducing Engage Messaging: Continuous conversations across all devices for a better customer experience"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">If you want to break away from your brand\u2019s competitors, you know why focusing on customer experience (CX) is so important.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You know that offering the best customer service possible is a differentiator. That\u2019s even more true when:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">96% of <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-%20%202017-global-state-customer-service-en-au.pdf\"><span style=\"font-weight: 400;\">customers say<\/span><\/a><span style=\"font-weight: 400;\"> customer service is an important factor in their choice of loyalty to a brand.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">84% of companies that work to improve their customer experience <\/span><a href=\"https:\/\/www.prnewswire.com\/news-releases\/new-research-from-dimension-data-reveals-uncomfortable-cx-truths-300433878.html\"><span style=\"font-weight: 400;\">report<\/span><\/a><span style=\"font-weight: 400;\"> increased revenue.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Customers switching companies because of <\/span><a href=\"https:\/\/www.accenture.com\/us-en\/about\/strategy-index\"><span style=\"font-weight: 400;\">poor service<\/span><\/a><span style=\"font-weight: 400;\"> costs U.S. companies $1.6 trillion.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Today\u2019s consumer wants instant support and quick answers. If you want to learn how to give customers the options they want, this blog post will help.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s dive right in&#8230;<\/span><\/p>\n<h2><b>There&#8217;s a problem with customer experience: what customers <\/b><b><i>really<\/i><\/b><b> think about your customer service<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">For customers &#8212; especially those with an issue or trying to complete a purchase &#8212; getting in touch with a business can be challenging.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Too often, interacting with \u201ccustomer service\u201d provokes feelings of frustration because of the amount of time involved:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">When customers call you on the phone, they get put on hold<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">When they email you, they get an auto-reply message telling them to expect to wait at least 24 hours for a response<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">When they contact you on social media, you end up referring them to other channels to resolve their issue<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">And that&#8217;s why when given the choice, 75% of customers prefer to use private messaging over traditional customer service channels. They\u2019re looking to reach out on their terms and schedules, and the ability to <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/why-customers-favor-digital-support-channels\/\"><span style=\"font-weight: 400;\">contact your business using familiar apps<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<hr \/>\n<p>\ud83d\ude03<b>\u00a0 <\/b>\ud83d\ude20<b>\u00a0 <\/b>\ud83d\ude23<b>\u00a0 Your first chance to make a good impression is your only chance to make an impression <\/b>\ud83d\ude03<b>\u00a0 <\/b>\ud83d\ude20<b>\u00a0 <\/b>\ud83d\ude23<\/p>\n<p>1\/3 of your customers will leave after just one <b>bad<\/b> experience! See how RingCentral contact center helped these 6 companies better serve their customers<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/how-rc-helped-6-companies.pdf\" data-id=\"69d2190b6e597\" id=\"69d2190b6e597\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d2190b6e597.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">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\">How RingCentral helped these 6 companies better serve their customers<\/div>\n<form class=\"download-form ENTERPRISE\" 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=\"enterprise 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=\"enterprise 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 Enterprise\" 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=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d2190b6e597.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\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<hr \/>\n<p><span style=\"font-weight: 400;\">This makes sense when you consider the massive consumer adoption of messaging.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">80% of adults messaging daily<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">78% of consumers want the ability to text businesses<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">99% open rate for text with 95% open within 3 minutes\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">If you think this phenomenon is limited by age or generation, you\u2019d be wrong. The truth is people prefer message to message than phone calls or <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/email-alternatives\/\" target=\"_blank\" rel=\"noopener noreferrer\">emails<\/a> across all generations. According to data from BT &amp; Cisco, more than 60% of respondents prefer messaging:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Millennials 65%<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Gen Xers 65%<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Boomers 63%<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">In other words, <\/span><span style=\"font-weight: 400;\">customers want to be able to message a business at their convenience, on any device.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unfortunately, there are shortcomings with traditional channels like phone and email. These constraints include:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">not being consistent with customers\u2019 daily habits,\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">difficult to access and very impersonal (for example, automated answers and no visibility on the status of the request sent)<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The second thing to pay attention to is that offering customers convenient service options doesn\u2019t only benefit them; it benefits your business as well. <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/why-customers-favor-digital-support-channels\/\"><span style=\"font-weight: 400;\">Digital support channels<\/span><\/a><span style=\"font-weight: 400;\"> are easy-to-use. They also have rich features that can help your agents solve issues. Lastly, they\u2019re actually easier to manage than synchronous channels.<\/span><\/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<h2><b>Businesses aren&#8217;t reacting to changing customer demands<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">According to <\/span><a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\"><span style=\"font-weight: 400;\">PwC<\/span><\/a><span style=\"font-weight: 400;\">, more than 70% of consumers say speed, convenience, helpful employees, and friendly service matter most. And, of course, companies who prioritize technologies that deliver these benefits, have happier customers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is especially true when it comes to a customer with questions about their purchase. 44% of <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/live-chat-vs-messaging-whats-the-difference\/\"><span style=\"font-weight: 400;\">consumers say<\/span><\/a><span style=\"font-weight: 400;\"> getting their questions answered by a live person during an online purchase is one of the most important features a website can offer.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Yet, despite more than half of all chats coming from mobile devices, 42% of businesses think customers prefer phone support.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The option of chatting with a live customer service agent provides consumers with instant support, quick answers, allows them to avoid phone conversations, and is faster than email.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But, even live chat falls short in certain situations.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, because live chat is a synchronous channel that requires agents and customers to be online at the same time, you can experience time zone issues. Also, there\u2019s no history of conversation or ability to switch from web to mobile. If you get disconnected, you lose your chat session.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Finally, live chat isn\u2019t optimized for mobile usage and the growth of mobile e-commerce.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s take a closer look at <\/span><span style=\"font-weight: 400;\">why <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/asynchronous-communication\/\" target=\"_blank\" rel=\"noopener noreferrer\">asynchronous communication (like messaging)<\/a> is more suited to your customers\u2019 habits and preferences.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Customers can message your company while they\u2019re doing something else (like traveling or waiting in line)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">There\u2019s no wait time and no need to stay focused on the conversation like with traditional channels\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Messaging is a more conversational mode without hold music, complex ticketing systems, or annoying web forms<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Maybe it\u2019s time to ask&#8230;<\/span><\/p>\n<h2><b>What does the future of customer engagement look like?<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Brands who want to remain competitive will need to adapt to consumers\u2019 higher expectations.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance, <\/span><a href=\"http:\/\/myjourney.pointillist.com\/rs\/837-MZM-862\/images\/Pointillist-2020-State-of-Customer-Journey-Management-CX-Measurement-Report.pdf\"><span style=\"font-weight: 400;\">data shows<\/span><\/a><span style=\"font-weight: 400;\"> high-performing CX organizations are more than 9X likely to integrate data from multiple sources, analyze customer interactions across channels, and engage customers optimally across channels.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To be clear, that means meeting your customers where they are.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In a best-case scenario, you should be able to offer your customers a <\/span><span style=\"font-weight: 400;\">fast asynchronous mix of live-chat and messaging.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s why we\u2019re rolling out messaging with Engage Digital.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The Engage messaging feature is a new feature of <\/span><a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html#ring-cc\"><span style=\"font-weight: 400;\">RingCentral\u2019s Engage Digital platform<\/span><\/a><span style=\"font-weight: 400;\"> that combines live-chat functionality with messaging. Available, on mobile or desktop, it guarantees a continuous conversation across all your customers&#8217; devices for a better experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now, your customers can engage or continue a conversation with your brand at any time and from any device.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Imagine, an experience that offers:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Fast-asynchronous channels giving your customers the ability to contact you even when no agent is online. That means you can offer 24\/7 support!<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The perfect mix of automation (chatbots) and human contact, depending on the type of questions<\/span><span style=\"font-weight: 400;\">. That means you can remove tier 1 queries from your agents\u2019 queue allowing them to handle higher-priority issues.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Three ways to use one channel. Because the Engage messaging feature is so robust, you can deploy it as:<\/span>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Live-chat mode floating on the corner of a website<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Messaging mode embedded on a webpage<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Mobile mode on any iOS or Android device<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Plus, the Engage messaging feature offers a few advantages over regular live chat including:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Keep conversation histories whether customers are authenticated or not. That means your customers can have a <\/span><span style=\"font-weight: 400;\">continuous conversation across all their devices without losing the context (When you quit a live-chat session, you lose past conversations and need to start from scratch every time.).<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Use available live chat triggers (and it is co-browsing compatible)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Continued conversations at any time and users can have multiple conversations<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The Engage messaging feature is the best of both worlds, combining the best parts of live-chat and messaging. Plus, it allows you to work from a <\/span><span style=\"font-weight: 400;\">better knowledge of your customers giving you information from their customer account and conversation history.<\/span><\/p>\n<h2><b>The takeaway<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Today\u2019s consumers prefer private messaging to traditional customer service channels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you want to give your customers the options they want, offer them the ability to have a conversation with your brand at any time, from any device.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hopefully, this blog post answered some of your questions and shed light on your customers\u2019 preferences to make it easier for your team to deliver a CX that leads to increased revenue, customer loyalty, and a consistent experience across all channels.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Find out more about RingCentral\u2019s Engage Digital <\/span><a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html#ring-cc\"><span style=\"font-weight: 400;\">messaging<\/span><\/a><span style=\"font-weight: 400;\"> feature and how it can help you connect on the channels your customers prefer <\/span><a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html#ring-cc\"><span style=\"font-weight: 400;\">here<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you want to break away from your brand\u2019s competitors, you know why focusing on customer experience (CX) is so important.\u00a0 You know that offering the best customer service possible is a differentiator. That\u2019s even more true when: 96% of customers say customer service is an important factor in their choice of loyalty to a &#8230;<\/p>\n","protected":false},"author":300,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-42824","post","type-post","status-publish","format-standard","hentry","category-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>Introducing Engage Messaging: Continuous conversations across all devices for a better customer experience | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"How engage messaging can help create a better customer experience and give companies a competitive customer experience edge.\" \/>\n<meta name=\"robots\" content=\"index, follow, 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