{"id":48528,"date":"2021-07-19T14:27:13","date_gmt":"2021-07-19T21:27:13","guid":{"rendered":"\/us\/en\/blog\/?p=48528"},"modified":"2024-08-15T07:09:10","modified_gmt":"2024-08-15T14:09:10","slug":"these-statistics-will-make-you-rethink-your-phone-solution","status":"publish","type":"post","link":"\/us\/en\/blog\/these-statistics-will-make-you-rethink-your-phone-solution\/","title":{"rendered":"These statistics will make you rethink your phone solution"},"content":{"rendered":"

With the advent of new(ish) communication tools such as team messaging and video conferencing, it\u2019s easy to think that phones are losing their relevance\u2014especially after a year of working remotely. After all, those tools were a saving grace as we scrambled to navigate an unprecedented year of changes in the workplace.<\/span><\/p>\n

But amidst all of the group chats and video meetings, phone calls are still the <\/span>preferred choice of communication<\/span><\/a> for most of us. Think about all of the times you joined a virtual meeting only to see circle portraits of your colleagues\u2014or how many customers called in for support during the pandemic.<\/span><\/p>\n

The truth is, <\/span>phone is just as essential to your communications suite as team messaging and video conferencing<\/b>. It\u2019s a critical piece of driving success in the post-pandemic world of work. Just take a look at the stats below.<\/span><\/p>\n

Our findings from a RingCentral survey<\/b><\/h2>\n

We recently surveyed more than <\/span>500 executives and decision makers<\/b> from companies that use RingCentral. In this <\/span>survey<\/b><\/a>, our goal was to see how RingCentral MVP\u2122 made an impact on their companies and how they used message, video, and phone in their day-to-day operations.\u00a0<\/span><\/p>\n

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\n\t\t\t\t\t\"We\t\t\t\t<\/div>\n
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\nWe conducted a survey on 500 RingCentral customers and how RingCentral impacted their ROI. Check out our findings.<\/h3>\n<\/p><\/div>\n
\n\t\t\t\t\t\tSee the results<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n

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While they reported some improvements that are directly linked to telephony use\u2014such as lower telecommunication and hardware costs\u2014many of the benefits our customers experience drive greater overall business value, especially for remote and hybrid businesses.<\/span><\/p>\n

46% improvement in customer satisfaction<\/b><\/h2>\n

When it comes to customer support, phone calls are at the heart of resolving issues. Most customers prefer a live agent instead of having to dig through pages of self-help guides or, even worse, waiting days for an email response.<\/span><\/p>\n

But the calling experience goes far beyond just reaching a live agent. The customer service journey includes everything from the automated IVR<\/a> menu to average wait times to how quickly an agent can resolve their issues. In short, the entire calling package impacts how customers feel about your brand.<\/span><\/p>\n

Our survey found that RingCentral customers saw an average of <\/span>46% improvement in their customers\u2019 satisfaction<\/b> with their companies. What made this possible?<\/span><\/p>\n

Auto attendant<\/b><\/h3>\n

The <\/span>auto attendant<\/b><\/a> answers all of your customers\u2019 calls and routes them to the correct department, extension, or voicemail inbox.\u00a0<\/span><\/p>\n

Call queues<\/b><\/h3>\n

The <\/span>RingCentral call queue<\/b><\/a> system automatically directs callers to the right agents with as little downtime as possible.<\/span><\/p>\n

Live Reports<\/b><\/h3>\n

Live Reports<\/b><\/a> gives managers real-time insights into how their teams are handling inbound and outbound calls with customers. This allows managers to monitor performance, educate agents, and bring on additional staff on busy days.<\/span><\/p>\n

Significant cost reductions<\/b><\/h2>\n

Phone calls are a necessary part of your communications suite, but the costs can add up. From international calls to the costs of managing on-premises hardware, there are a lot of hidden costs companies have to consider.<\/span><\/p>\n

However, switching to RingCentral yielded some positive results for our customers:<\/span><\/p>\n