{"id":44195,"date":"2020-09-29T08:49:11","date_gmt":"2020-09-29T08:49:11","guid":{"rendered":"\/us\/en\/blog\/?p=44195"},"modified":"2025-03-13T06:24:02","modified_gmt":"2025-03-13T13:24:02","slug":"customer-service-tech-startups","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-service-tech-startups\/","title":{"rendered":"How to master omnichannel customer service as a tech startup"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">If you\u2019re a startup, <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer experience<\/span><\/a><span style=\"font-weight: 400;\"> is everything.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Because up-and-coming companies thrive on repeat business and positive word-of-mouth.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Simple enough, right? Give your customers what they want and they\u2019ll stick around for the long-haul.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But as soon as you fail to provide that ever-so-important experience, don\u2019t be surprised when those same customers bounce.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s why it\u2019s so important for startups to set up their games when it comes to customer service. Doing so means not only meeting with customers on their channel of choice but providing timely solutions on those same channels.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/omnichannel-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">Enter omnichannel customer service<\/a>.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this guide, we\u2019ll cover the best practices of startup customer service for companies looking to stay lean and provide an awesome experience at the same time:<\/span><\/p>\n<ul>\n<li><a href=\"#what\">What is omnichannel customer service exactly?<\/a><\/li>\n<li><a href=\"#benefit\">The importance of omnichannel customer support to tech startups<\/a><\/li>\n<li>Startup customer service best practices\n<ul>\n<li><a href=\"#one\">Consolidate your customer service communications<\/a><\/li>\n<li><a href=\"#two\">Pay close attention to any and all customer notifications<\/a><\/li>\n<li><a href=\"#three\">Personalize your replies and responses<\/a><\/li>\n<li><a href=\"#four\">Practice proactive customer support<\/a><\/li>\n<li><a href=\"#five\">Give customers the opportunity to talk to an actual person<\/a><\/li>\n<li><a href=\"#six\">Empower your customers to help themselves<\/a><\/li>\n<li><a href=\"#seven\">Encourage your service team to collaborate<\/a><\/li>\n<li><a href=\"#eight\">Let analytics guide you to improve your customer service<\/a><\/li>\n<li><a href=\"#nine\">Make sure your customer service experience is mobile-friendly<\/a><\/li>\n<li><a href=\"#ten\">Keep an eye on your competitors\u2019 customer service<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">\ud83e\udd1d Is your tech startup&#8217;s team collaborating as effectively as it can to provide good customer service?<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/checklist_for_startups.pdf\" data-id=\"69d2da0c57d8c\" id=\"69d2da0c57d8c\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d2da0c57d8c.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83c\udf1f Download the checklist to find out<\/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 Get this free checklist to evaluate if your startup's current approach is working for you. <\/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><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-01420\" class=\"download-form-input\"><\/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:69d2da0c57d8c.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<h2><span style=\"font-weight: 400;\"><a id=\"what\"><\/a><br \/>\nWhat is omnichannel customer service, anyway?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Although \u201comnichannel\u201d might sound complex at a glance, the concept is pretty simple.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Based on <\/span><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">RingCentral\u2019s research<\/span><\/a><span style=\"font-weight: 400;\">, people have totally different preferences in terms of how they communicate with businesses.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Some customers prefer face-time or a phone call, while others will <\/span><i><span style=\"font-weight: 400;\">only<\/span><\/i><span style=\"font-weight: 400;\"> go back-and-forth via email or social media:<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"alignnone size-large wp-image-44197\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/09\/communications-preferences-1024x678.png\" alt=\"communications preferences\" width=\"1024\" height=\"678\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s exactly where omnichannel customer service comes in.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Omnichannel customer service means addressing your customers\u2019 concerns anywhere and everywhere, all the while providing a consistent level of communication on each channel. This means seamlessly moving from support emails to calls and beyond, picking up where you left off your last conversation without missing a bit.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To be clear though, \u201comnichannel\u201d customer service is about more than offering a live chat or responding to customers via social media.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Providing in-depth, consistent support across each channel is essential to keeping all (and not just some) of your customers satisfied.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"benefit\"><\/a><br \/>\nWhy omnichannel customer support matters so much<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You have a lot on your plate.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That said, startups absolutely must prioritize customer service and an omnichannel approach is central to doing so.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And you don\u2019t have to take our word for it, either. Below are some recent <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-experience-statistics\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer experience statistics<\/span><\/a><span style=\"font-weight: 400;\"> which highlight the importance of omnichannel communication.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Consumers are going all-in on digital communication with businesses<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Fact: 66% of companies are seeing an increase in volume in service requests from digital channels. This includes <a href=\"https:\/\/www.ringcentral.com\/video-call.html\">video calls,<\/a> social media, and <a href=\"https:\/\/www.ringcentral.com\/live-chat.html\">live chat options<\/a>.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Again, a mere phone number or email address doesn\u2019t cut it anymore. Even if your company has a \u201cpreferred\u201d method of contact, you can\u2019t realistically expect your customers to conform to it. You need to be anywhere and everywhere.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Customer expectations are higher than ever when it comes to service<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Chances are you\u2019ve experienced crummy customer service firsthand.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ever spent hours on hold? Ghosted by a company via social media? Feel like your support emails just go into the abyss?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It doesn\u2019t leave a good taste in your mouth, that\u2019s for sure. Exceeding expectations means not only meeting customers at their preferred channels but providing speedy, comprehensive service once they reach out.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Omnichannel customer service goes hand in hand with customer retention<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Customers tend to be more loyal to a company that understands what they\u2019re looking for.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Omnichannel support, particularly through digital channels, makes it easier to keep track of your customer communication. If you notice a flood of tickets related to a specific product bug or complaint, you can quickly prioritize those problems rather than let them linger.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Good customer service is proactive. By regularly communicating with customers through multiple channels, you\u2019re more likely to have a pulse on what they want.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">What are some <\/span><span style=\"font-weight: 400;\">startup customer service <\/span><span style=\"font-weight: 400;\">best practices?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Here\u2019s some good news: putting omnichannel customer service into action is probably easier than you think.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That said, doing so requires an explicit strategy. Below are the keys to effective customer service for startups.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\"><a id=\"one\"><\/a><br \/>\n1. Consolidate your customer service communications<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The key to making an omnichannel approach work is consolidating your customer service channels.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bouncing between calls, emails, social media, and live chat would not only be a huge headache, but also a massive time-sink. The more you can keep yourself and your service agents on a single screen, the better.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s where a tool like <a href=\"https:\/\/www.ringcentral.com\/startup\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral<\/a> comes in handy. In short, our solution allows you to see all of your customer interactions in one place. With <\/span><a href=\"https:\/\/www.ringcentral.com\/engage\/how-it-works.html#ring-ev-off\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">omnichannel digital engagement<\/span><\/a><span style=\"font-weight: 400;\">, you have a birds-eye view of all <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-interactions\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer communication<\/a> in real-time. Moreover, small businesses can now leverage <a href=\"https:\/\/www.ringcentral.com\/ai-receptionist\">AI receptionist<\/a> technology to further enhance their customer service capabilities. By integrating AI receptionists into your communication strategy, you can handle routine inquiries, route calls, and schedule appointments 24\/7. This not only improves efficiency but also ensures round-the-clock availability for your customers. With AI receptionists taking care of these tasks, you can free up your human staff to focus on more complex and high-value interactions, ultimately leading to better overall customer service across all channels.<\/span><\/p>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"Digital Customer Engagement | RingCentral Engage Digital\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/PZC3o5YN90E?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<p><span style=\"font-weight: 400;\">Another added bonus of an all-in-one platform is that you\u2019re poised to detect and resolve customer complaints faster. Updates and notifications in-app let you know what\u2019s pending and needs to be resolved. Meanwhile, you can detect whenever you get an influx of messages without having to check them by hand.<\/span><\/p>\n<hr \/>\n<p class=\"p1\">Learn more about how tech startups are using RingCentral to collaborate more effectively with distributed teams and keep customers happy.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/brief\/startup_innovation.pdf\" data-id=\"69d2da0c57ec3\" id=\"69d2da0c57ec3\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d2da0c57ec3.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83c\udf1f Download the solution brief<\/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 Get this free solution brief to evaluate if RingCentral might be a good fit for your startup. <\/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><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-01421\" class=\"download-form-input\"><\/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:69d2da0c57ec3.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<h3><span style=\"font-weight: 400;\"><a id=\"two\"><\/a><br \/>\n2. Pay close attention to any and <\/span><i><span style=\"font-weight: 400;\">all <\/span><\/i><span style=\"font-weight: 400;\">customer notifications<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Conventional wisdom would say that companies should prioritize calls versus any other type of service query.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, that\u2019s not always the case given that 35% of consumers<\/span><span style=\"font-weight: 400;\"> vastly prefer service via social media versus phone or email.<sup>1<\/sup><\/span><\/p>\n<p><span style=\"font-weight: 400;\">This speaks to the importance of treating all of your <\/span><span style=\"font-weight: 400;\">customer interacti<\/span><span style=\"font-weight: 400;\">o<\/span><span style=\"font-weight: 400;\">ns<\/span><span style=\"font-weight: 400;\"> equally. Although you might assume a complaint or question through Twitter or Facebook takes less priority over an email, context matters.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Omnichannel customer service requires you to look at your communication more holistically. Rather than look at a particular channel as being \u201csecondary,\u201d treat them all with importance.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And sure, real-time phone calls and <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-deal-with-difficult-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">angry customer<\/span><\/a><span style=\"font-weight: 400;\"> emails might take priority over a non-pressing question or a social shout-out. That said, you should still pay attention and respond to all of the above.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\"><a id=\"three\"><\/a><br \/>\n3. Personalize your replies and responses<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">This might seem a no-brainer, but make a point to talk to your customers like humans instead of robots.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Doing so means injecting some personality into your service responses. Something as simple as conversational language and emojis can do the trick if you\u2019re talking to a customer through text:<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-44198\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/09\/personalized-twitter-response-to-customer.png\" alt=\"personalized twitter response to customer\" width=\"591\" height=\"743\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Sure, templates and scripts are useful for streamlining your response and problem-solving. Taking a second or two to personalize them is totally worth it so your service feels more personal, though.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Another key way to personalize your service is to keep detailed records of your customers While new startups may only have a handful of accounts on hand, keeping track of relationships through a CRM is critical once you have dozens or hundreds of customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In short, a CRM lets you log your customer interactions such as calls and emails. Here you can also see which products they purchase, how often they engage with your company, and when you last spoke. Here&#8217;s how it looks in <\/span><a href=\"https:\/\/www.ringcentral.com\/apps\/zoho-crm-ringcentral\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Zoho CRM<\/span><\/a><span style=\"font-weight: 400;\">, for reference:<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/apps\/zoho-crm-ringcentral\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"alignnone size-large wp-image-40151\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/zoho-1024x515.png\" alt=\"zoho sales crm\" width=\"1024\" height=\"515\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">A CRM is key to omnichannel customer service as it can serve as your point of reference for how to manage each individual relationship. Integrations with tools like RingCentral allow you to directly reference your CRM data <\/span><i><span style=\"font-weight: 400;\">and<\/span><\/i><span style=\"font-weight: 400;\"> dial out to them without having to switch platforms. Again, anything you can do to streamline your service tools is a huge point in your favor.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\"><a id=\"four\"><\/a><br \/>\n4. Practice proactive customer support<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Remember: customer service doesn\u2019t have to mean waiting for a question or complaint to roll in.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Instead, consider how actively reaching out to customers can help you <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/proactive-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">uncover issues before they have time<\/a> to snowball out of control.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Although this is easier for SaaS startups where you can see how often someone has engaged with your service, any type of business can look at their customer logs (hint: your CRM) to understand the last time you spoke to someone.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">From check-in emails and calls to customer surveys (see the example from SurveyMonkey below), touching base through your customers\u2019 channel of choice ensures that your relationships are on the up-and-up:\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-large wp-image-44199\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/09\/surveymonkey-survey-template-1024x628.png\" alt=\"surveymonkey survey template\" width=\"1024\" height=\"628\" \/><\/p>\n<h3><span style=\"font-weight: 400;\"><a id=\"five\"><\/a><br \/>\n5. Give customers the opportunity to talk to an actual person<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Sometimes it\u2019s necessary for customers to talk to a rep in real-time.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Whether it\u2019s a product outage or billing mistake, such concerns require service that just can\u2019t wait.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Many startups rely on live chat as their channel of choice, combining the convenience of digital communication with the immediacy of a phone call. Here&#8217;s an example from our own site:<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-large wp-image-44200\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/09\/ringcentral-website-help-bar-1024x339.png\" alt=\"ringcentral website help bar\" width=\"1024\" height=\"339\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Moving such conversations to the phone or <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/best-video-conferencing-for-small-businesses\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">video conferencing<\/span><\/a><span style=\"font-weight: 400;\"> is ideal for dealing with frustrating problems. This shows that you\u2019re trying to get to the root of the issue and want to give your customers\u2019 the attention that they deserve.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The ability to talk customers through an issue (or walk them through it via screen-sharing) is a prime example of the sort of service that modern consumers expect.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\"><a id=\"six\"><\/a><br \/>\n6. Empower your customers to help themselves<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Not every customer service interaction involves holding your customers\u2019 hand.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is especially true for startups and small business customer service where your schedule is tight.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If your customer service \u201cdepartment\u201d consists of just a couple of employees, putting together a robust self-service desk can be a game-changer. Providing a self-service option cuts down on your volume of service queries while also appealing to customers who don\u2019t want to talk to anyone.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Many startups and enterprise companies have knowledge bases available which consist of tutorials, videos, and how-to guides for customers to search through (see RescueTime\u2019s below):<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-large wp-image-44201\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/09\/rescuetime-customer-service-software-1024x747.png\" alt=\"rescuetime customer service software\" width=\"1024\" height=\"747\" \/><\/p>\n<p><span style=\"font-weight: 400;\">If nothing else, an in-depth Q&amp;A or FAQ section of your site can help guide your customers to the solutions they need:<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-44202\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/09\/rescuetime-FAQs.png\" alt=\"rescuetime FAQs\" width=\"461\" height=\"582\" \/><\/p>\n<h3><span style=\"font-weight: 400;\"><a id=\"seven\"><\/a><br \/>\n7. Encourage your service team to collaborate<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">As the old saying goes, two heads are better than one.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The more opportunities your support agents have to tag-team issues and work together, the better. <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-service-teamwork\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Customer service teamwork<\/span><\/a><span style=\"font-weight: 400;\"> prevents anyone from getting overwhelmed and likewise ensures that each individual customer concern is addressed by the right person. For example, some customer concerns might be better suited for a senior employee versus someone who just started.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With <\/span><a href=\"https:\/\/www.ringcentral.com\/teams\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">team collaboration software<\/span><\/a><span style=\"font-weight: 400;\">, you can quickly pass off questions, concerns, and support tickets to your coworkers. You can likewise keep track of frequently asked questions and document customer concerns to help pick up on company-wide trends (think: customers overwhelmingly asking about a certain product feature or bug):<\/span><\/p>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"RingCentral app for Desktop: Message. Video. Phone.\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/EbIAZJd9rCU?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<h3><span style=\"font-weight: 400;\"><a id=\"eight\"><\/a><br \/>\n8. Let analytics guide you to improve your customer service<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Startups today are rightfully obsessed with data.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And your customer service data should be no different.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, how many calls do you deal during the average week? How long does the typical customer interaction take? Is there room for improvement when it comes to response time?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is again where a tool like RingCentral comes in handy, offering <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-experience-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">analytics<\/a> that can help you clearly identify lag-times in your customer care:<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-43656\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/09\/contact-center-analytics.png\" alt=\"customer service analytics\" width=\"510\" height=\"400\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"font-weight: 400;\"><a id=\"nine\"><\/a><br \/>\n9. Make sure your customer service experience is mobile-friendly<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s no secret that the bulk of traffic today comes from mobile devices.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can\u2019t assume that any given customer is sitting on their desktops when they reach out to you. Double-checking what your customer experience looks like for mobile users is crucial.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, it\u2019s important that your website supports responsive design and puts your business\u2019 contact options front-and-center. Also, resources such as your FAQ and help desk should be easy to access and read through.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here&#8217;s an awesome example from Adobe, offering a detailed, scroll-friendly customer care center:<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-44196\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/09\/adobe-help-center-example.gif\" alt=\"adobe help center example\" width=\"356\" height=\"710\" \/><\/p>\n<h3><span style=\"font-weight: 400;\"><a id=\"ten\"><\/a><br \/>\n10. Keep an eye on your competitors\u2019 customer service<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Although you shouldn\u2019t obsess over your competitors and what they\u2019re doing, having a pulse on their customer service strategy is a good idea.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Because <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/improve-customer-experiences\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer experience<\/span><\/a><span style=\"font-weight: 400;\"> is actually <\/span><i><span style=\"font-weight: 400;\">more<\/span><\/i><span style=\"font-weight: 400;\"> important to many customers than the product you\u2019re selling. If you can outperform your competition in regard to the service you provide, you can better position yourself as a more available, empathetic option.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Below are a few questions to ask of your competitors to see how they\u2019re handling customer service (and how you can do better)<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Which customer service channels do they lack? Which ones are they prioritizing?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">How deep is their knowledge base?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Are they receiving regular shout-outs from customers (see: review sites, social media)?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What do their customers&#8217; interactions look like? Personalized or templated?<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">Is your business on-board with omnichannel customer service?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As a startup, you\u2019re challenging with staying lean while finding time to build better relationships with customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And doing so is easier said than done.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But again, up-and-coming companies arguably have the most to gain from improving customer service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With a tool like <\/span><a href=\"https:\/\/www.ringcentral.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">RingCentral<\/span><\/a><span style=\"font-weight: 400;\">, you can adopt an omnichannel presence quickly, making this a win-win for your business and customers alike as you can cover multiple channels\u2014without totally disrupting the way you do business.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p><sup>1<\/sup><span style=\"font-weight: 400;\">zendesk.com\/blog\/customer-service-through-social-media<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you\u2019re a startup, customer experience is everything. Because up-and-coming companies thrive on repeat business and positive word-of-mouth. Simple enough, right? Give your customers what they want and they\u2019ll stick around for the long-haul.\u00a0 But as soon as you fail to provide that ever-so-important experience, don\u2019t be surprised when those same customers bounce. That\u2019s why &#8230;<\/p>\n","protected":false},"author":29,"featured_media":44129,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,18669,18722],"tags":[18879,18880,18878],"class_list":["post-44195","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-verticals","category-startups","tag-saas-customer-service","tag-saas-customer-support","tag-tech-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>How to master omnichannel customer service as a tech startup | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"For startups, customer happiness hinges on responding fast on social media, phone calls &amp; more. 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