{"id":50086,"date":"2024-02-25T12:30:09","date_gmt":"2024-02-25T20:30:09","guid":{"rendered":"\/us\/en\/blog\/?p=50086"},"modified":"2025-03-13T08:28:04","modified_gmt":"2025-03-13T15:28:04","slug":"digital-customer-service","status":"publish","type":"post","link":"\/us\/en\/blog\/digital-customer-service\/","title":{"rendered":"Digital customer service: A complete guide"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">There are six billion smartphone users worldwide,<sup>1<\/sup><\/span><span style=\"font-weight: 400;\"> with 270 million in the US alone.<sup>2<\/sup><\/span><span style=\"font-weight: 400;\">\u00a0Many of us use our <\/span><span style=\"font-weight: 400;\">mobile devices <\/span><span style=\"font-weight: 400;\">for everything because it\u2019s faster and more convenient\u2014so why should customer service be any different?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Whether you\u2019re upgrading your <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> or undergoing a company-wide digital transformation, adding digital channels will help you improve the <\/span><a href=\"\/us\/en\/blog\/customer-experience-strategy\/\">customer experience<\/a> <span style=\"font-weight: 400;\">and make life easier for your agents.<\/span><\/p>\n<p>So let&#8217;s get right into it. Today, we&#8217;ll cover:<\/p>\n<ul>\n<li><a href=\"#one\">What digital customer service is\u00a0<\/a><\/li>\n<li><a href=\"#two\">The benefits of digital customer service<\/a><\/li>\n<li><a href=\"#three\">Essential tools for digital customer service<\/a><\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f<b>\u00a0<\/b>Ready to offer 5-star customer service?<b>\u00a0<\/b>Get strategies for every stage of the customer journey with this <b>free eBook<\/b>.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/assets.ringcentral.com\/us\/ebook\/long-live-customer-service.pdf\" data-id=\"69d09fd3617e7\" id=\"69d09fd3617e7\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d09fd3617e7.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40Get this free eBook to learn how to win in customer service.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d09fd3617e7.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 class=\"heading h2\"><span style=\"font-weight: 400;\"><a id=\"one\"><\/a>What <em>is<\/em> digital customer service?<\/span><\/h2>\n<p>Instead of traditional <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/best-customer-service-software\/\">customer service<\/a>, where <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/call-center.html\">call centers<\/a> handled phone calls or face-to-face interactions, the digital version involves providing support through digital channels such as:<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Chat<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Email<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Text messaging <\/span><span style=\"font-weight: 400;\">(<\/span><span style=\"font-weight: 400;\">SMS<\/span><span style=\"font-weight: 400;\">)\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Social media<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Messaging apps<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Video<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Customers can choose their preferred channel to get in touch with a business and interact using <\/span><span style=\"font-weight: 400;\">mobile apps <\/span><span style=\"font-weight: 400;\">on smartphones and tablets. <\/span><span style=\"font-weight: 400;\">Digital customer service <\/span><span style=\"font-weight: 400;\">is delivered through a combination of automated tools and human agents, making for an enhanced<\/span> <span style=\"font-weight: 400;\">customer support experience<\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Digital technology means modern <\/span><a href=\"\/us\/en\/blog\/contact-center-vs-call-center\/\"><span style=\"font-weight: 400;\">contact centers<\/span><\/a> <span style=\"font-weight: 400;\">can operate virtually, using <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/ccaas.html\">CCaaS (contact center as a service)<\/a><\/span><span style=\"font-weight: 400;\">\u00a0or <a href=\"\/us\/en\/blog\/what-is-ucaas\/\">UCaaS (unified communications as a service)<\/a> software based in the cloud. Platforms like <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/ringcentral-ringcx-contact-center\/\"><strong>RingCX<\/strong> <\/a>ensure a seamless experience across channels and devices.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\"><a id=\"two\"><\/a>What are the benefits of digital customer service?<\/span><\/h2>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Convenience<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Digital customer service opens up a world of convenience for customers and staff. While agents can work remotely on their own devices, customers can get in touch whenever and wherever is most convenient for them. While some customers might still prefer a phone call, digital customer service gives everyone a way to reach out that feels comfortable: email, a helpful <a href=\"\/us\/en\/blog\/virtual-agent-vs-chatbot\/\">chatbot<\/a>, social media, or even a text message.\u00a0<\/span><\/p>\n<p>Speaking of convenience: An <a href=\"\/us\/en\/blog\/omnichannel-customer-service\/\">omnichannel customer service<\/a> platform puts all of these channels in the same place, so your team never misses a message. Here&#8217;s what that looks like in\u00a0<strong><a href=\"https:\/\/www.ringcentral.com\/simplify-customer-experience.html\">RingCX<\/a>:<\/strong><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-56064\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/Blog-image-2-1920x1080-1.png\" alt=\"\" width=\"1920\" height=\"1080\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">This kind of omnichannel support reduces customer effort, which can really impact customer satisfaction in a positive way.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Speed<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Digital technology<\/span> <span style=\"font-weight: 400;\">means customer issues can be resolved faster, since it\u2019s easier to make contact, and<\/span><span style=\"font-weight: 400;\"> automation<\/span><span style=\"font-weight: 400;\"> speeds up average handling time. This may include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Routing<\/span><span style=\"font-weight: 400;\"> messages and calls to the right agents<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Having instant access to customer details<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offering <\/span><span style=\"font-weight: 400;\">self-service <\/span><span style=\"font-weight: 400;\">options<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Agents can also handle multiple text or chat conversations simultaneously, so there\u2019s less chance of anyone having to wait. That means a better <a href=\"\/us\/en\/blog\/how-important-is-first-call-resolution-for-your-contact-center\/\">first contact resolution rate<\/a> for you, and less headache for your customers: an ultimate win-win.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Engagement<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Because the <\/span><span style=\"font-weight: 400;\">digital customer experience <\/span><span style=\"font-weight: 400;\">is faster and more convenient,<\/span> <span style=\"font-weight: 400;\">your agents can focus on going beyond simple resolution and delighting customers with <\/span><span style=\"font-weight: 400;\">personalized experiences<\/span><span style=\"font-weight: 400;\">. And the <\/span>omnichannel<span style=\"font-weight: 400;\"> format also helps your business to reach (and engage with) a wider audience.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Lower costs<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Digital interactions tend to cost less than those on traditional <\/span><span style=\"font-weight: 400;\">service channels <\/span><span style=\"font-weight: 400;\">in terms of \u201ccost per contact\u201d (although it\u2019s possible to choose highly affordable telephony packages and combine them with digital services).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you transition to a virtual contact center, you\u2019ll save money on office space and equipment. Cloud-based platforms also typically offer pay-as-you-go subscription pricing. Digital tech means agents are more productive, and the less-stressful environment improves <\/span><span style=\"font-weight: 400;\">customer loyalty <\/span><span style=\"font-weight: 400;\">and agent <\/span><span style=\"font-weight: 400;\">retention<\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Scalable<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">For the same reasons, digital customer service is more <\/span>scalable<span style=\"font-weight: 400;\"> than its traditional counterpart. The ability to work remotely means that staff can be recruited from anywhere, and virtual contact centers can operate 24\/7.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Subscription pricing makes it simple to add or remove new users as demand fluctuates, with no need to install physical phone lines (or new computers, as agents can use their own devices). As the technology expands, so will your company\u2019s reach.<\/span><\/p>\n<h3 class=\"heading h3\"><a href=\"\/us\/en\/blog\/online-customer-service\/\"><span style=\"font-weight: 400;\">Future-proof<\/span><\/a><\/h3>\n<p><span style=\"font-weight: 400;\">As the world grows increasingly digitized, offering customer service on digital channels becomes a necessity. The technology will only get more advanced, so don\u2019t get left behind!<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Companies need to \u201cgo digital\u201d in order to <\/span>remain competitive<span style=\"font-weight: 400;\"> and meet <\/span><span style=\"font-weight: 400;\">customer expectations<\/span><span style=\"font-weight: 400;\">\u2014digital customer service done well can be a key<\/span><span style=\"font-weight: 400;\"> differentiator <\/span><span style=\"font-weight: 400;\">that sets you apart from your rivals.<\/span><\/p>\n<h2 class=\"heading h2\"><a id=\"three\"><\/a><span style=\"font-weight: 400;\">Essential tools for digital customer service <\/span><\/h2>\n<p><span style=\"font-weight: 400;\">If you\u2019re going to offer digital customer service, you need the best tech stack to ensure a seamless experience for both customers and agents. Your <\/span><span style=\"font-weight: 400;\">digital customer service strategy <\/span><span style=\"font-weight: 400;\">should identify all the tools you\u2019ll need, ideally combined in a unified solution for maximum efficiency.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Although digital channels are growing in popularity, some customers still prefer to use the phone\u2014and oftentimes a digital inquiry will escalate into a <\/span>phone call<span style=\"font-weight: 400;\">. So, it makes sense to choose a single <\/span><span style=\"font-weight: 400;\">customer engagement<\/span><span style=\"font-weight: 400;\"> platform where you can manage all interactions.<\/span><\/p>\n<h3 class=\"heading h3\">Top tool: An all-in-one digital customer service platform<\/h3>\n<p>Putting all of your <a href=\"\/us\/en\/blog\/communication-channels\/\">communication channels<\/a> in the same place saves your team a lot of time and ensures your customers&#8217; questions don&#8217;t fall through the cracks. It might even save you some money in the long run&#8230; <em>and\u00a0<\/em>a lot of headaches when it comes to onboarding multiple new tools at once.<\/p>\n<p>Here&#8217;s where we toot our own horn: <a href=\"https:\/\/www.ringcentral.com\/simplify-customer-experience.html\">RingCX<\/a> is an easy-to-navigate hub for your team to receive, route, and respond to every kind of customer query.\u00a0 Your team can connect with the customers and each other across channels in order to resolve issues more quickly:<\/p>\n<p><span style=\"font-weight: 400;\">Here are some features to look out for in your all-in-one solution:<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Self-service<\/span><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-56063\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/Blog-image-1-1920x1080-1.png\" alt=\"\" width=\"1920\" height=\"1080\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Many customers prefer self-service\u2014in fact, 69% of them will try to troubleshoot problems on their own first.<sup>3<\/sup><\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are some ways you can improve self service:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR (interactive voice response)<\/a> to guide customers through options<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Chat bots<\/span><span style=\"font-weight: 400;\"> that respond to common queries before handing customers to agents<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Resource centers and <\/span><span style=\"font-weight: 400;\">knowledge bases <\/span><span style=\"font-weight: 400;\">to empower customers, like an interactive FAQ page on your website<\/span><\/li>\n<\/ul>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Inbound automation<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Look for a solution that harnesses <\/span><span style=\"font-weight: 400;\">artificial intelligence<\/span><span style=\"font-weight: 400;\"> and machine learning to analyze <\/span><span style=\"font-weight: 400;\">digital interactions<\/span><span style=\"font-weight: 400;\">,<\/span> <span style=\"font-weight: 400;\">so you can always route them to the <\/span>right agent the first time<span style=\"font-weight: 400;\">. With <a href=\"https:\/\/www.ringcentral.com\/simplify-customer-experience.html\"><strong>RingCX<\/strong><\/a>, you can define routing rules based on skills, availability, capacity, or any other criteria you like.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-56061\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2023\/11\/Blog-image-1-1920x1080-1.png\" alt=\"\" width=\"1920\" height=\"1080\" \/><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Outbound automation<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s also helpful to automate outbound <\/span><span style=\"font-weight: 400;\">customer interactions<\/span><span style=\"font-weight: 400;\">, using preview, progressive, or predictive dialers to improve speed and accuracy when dialing<\/span> <span style=\"font-weight: 400;\">phone numbers<\/span><span style=\"font-weight: 400;\">. With automated scripts tailored to each customer, you can deliver consistent, on-brand experiences.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Video with screen share<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Video and screen sharing lets IT support teams diagnose technical issues remotely and talk customers through troubleshooting or setting up new products. Agents could also send pre-recorded video tutorials or invite customers to attend webinars, since <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/video-call.html\">video calls<\/a> can add a more personal touch. <\/span><span style=\"font-weight: 400;\">With <a href=\"https:\/\/www.ringcentral.com\/simplify-customer-experience.html\">RingCX<\/a>, you can even get closed captioning for better accessibility options for your customers:\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-45687\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/12\/582937389_Product_Release_T2_GIFs_Closed-Captioning_2.gif\" alt=\"\" width=\"930\" height=\"700\" \/><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Integrations<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Alongside multiple digital channels, <\/span><span style=\"font-weight: 400;\">customer service teams<\/span><span style=\"font-weight: 400;\"> can access additional tools by integrating popular <\/span><span style=\"font-weight: 400;\">CRM<\/span><span style=\"font-weight: 400;\">s and other back-end systems. CRM integration allows agents to view customer details at a glance and personalize interactions, as well as automatically adding new data.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The average worker loses a full hour each workday just toggling between various work apps,<sup>4<\/sup><\/span><span style=\"font-weight: 400;\"> so accessing them all from one place is a real time-saver. <a href=\"https:\/\/www.ringcentral.com\/simplify-customer-experience.html\">RingCX<\/a> enables chat with customers on <\/span><span style=\"font-weight: 400;\">WhatsApp<\/span><span style=\"font-weight: 400;\"> and Facebook <\/span><span style=\"font-weight: 400;\">Messenger<\/span><span style=\"font-weight: 400;\">, and it syncs with all the popular social media platforms.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Analytics<\/span><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-56065\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/Blog-image-3-1920x1080-1.png\" alt=\"\" width=\"1920\" height=\"1080\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Digitizing your <\/span><a href=\"\/us\/en\/blog\/contact-center-vs-call-center\/\">contact center<\/a><span style=\"font-weight: 400;\"> also gives you the chance to gather more data and to evaluate it using advanced analytics tools. <\/span><span style=\"font-weight: 400;\">Real-time<\/span><span style=\"font-weight: 400;\"> dashboards and reports display the <\/span><span style=\"font-weight: 400;\">metrics<\/span><span style=\"font-weight: 400;\"> on everything from customer behaviors and preferences to agent performance.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Agent monitoring, customer surveys, and sentiment tracking help you spot ways to improve the <\/span><span style=\"font-weight: 400;\">customer journey<\/span><span style=\"font-weight: 400;\">, and the data is also handy for creating personalized service. Here&#8217;s how it looks in <a href=\"https:\/\/www.ringcentral.com\/simplify-customer-experience.html\">RingCX<\/a>:\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-56066\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/Blog_Hero-930x700-2.png\" alt=\"\" width=\"930\" height=\"700\" \/><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Reliability and security<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">With speed and convenience being watchwords, you can\u2019t afford for your digital system to crash. You don\u2019t have to worry about that with RingCentral\u2019s 99.999% <\/span>uptime<span style=\"font-weight: 400;\">, and the\u00a0 cloud-based architecture reduces the need for in-house IT staff.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Delivering excellent <\/span><span style=\"font-weight: 400;\">customer care <\/span><span style=\"font-weight: 400;\">means keeping <\/span><span style=\"font-weight: 400;\">customer data <\/span><span style=\"font-weight: 400;\">safe, and digitally stored information is safer than physical paperwork. RingCentral backs that up with seven layers of security.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Digital customer service: A must-have for better customer experience\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Digital customer service brings convenience, efficiency, cost savings, and customer happiness. However, digital channels don\u2019t work in isolation\u2014it\u2019s best to offer them alongside traditional channels to give customers the widest possible choice.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Support agents need to collaborate with other teams (IT, accounts, sales, and marketing) to solve issues quickly, which is why RingCX<\/span><span style=\"font-weight: 400;\">\u00a0is a good choice. As well as digital <\/span><span style=\"font-weight: 400;\">functionality<\/span><span style=\"font-weight: 400;\">, you can keep all conversations with colleagues and customers in one handy place.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Remember: Around half of customers say they would switch to a competitor after just one bad experience!<\/span><a href=\"https:\/\/d1eipm3vz40hy0.cloudfront.net\/pdf\/cxtrends\/cx-trends-2020-full-report.pdf\"><span style=\"font-weight: 400;\"><sup>5<\/sup><\/span><\/a><span style=\"font-weight: 400;\"> Providing a seamless <\/span><span style=\"font-weight: 400;\">customer service experience <\/span><span style=\"font-weight: 400;\">is essential, and embracing the <\/span><span style=\"font-weight: 400;\">digital world <\/span><span style=\"font-weight: 400;\">is the way to make it work.<\/span><\/p>\n<p style=\"text-align: center;\"><strong>Improve your digital customer service game with RingCX! <a href=\"https:\/\/www.ringcentral.com\/simplify-customer-experience.html\">Start here.<\/a>\u00a0<\/strong><\/p>\n<hr \/>\n<p><b>Footnotes:<\/b><\/p>\n<ol>\n<li><span style=\"font-weight: 400;\"> \u00a0 \u00a0 <\/span><a href=\"https:\/\/www.statista.com\/statistics\/330695\/number-of-smartphone-users-worldwide\/\"><span style=\"font-weight: 400;\">https:\/\/www.statista.com\/statistics\/330695\/number-of-smartphone-users-worldwide\/<\/span><\/a><\/li>\n<li><span style=\"font-weight: 400;\"> \u00a0 \u00a0 <\/span><a href=\"https:\/\/www.statista.com\/statistics\/748053\/worldwide-top-countries-smartphone-users\/\"><span style=\"font-weight: 400;\">https:\/\/www.statista.com\/statistics\/748053\/worldwide-top-countries-smartphone-users\/<\/span><\/a><\/li>\n<li><span style=\"font-weight: 400;\"> \u00a0 \u00a0 <\/span><a href=\"https:\/\/d1eipm3vz40hy0.cloudfront.net\/pdf\/cxtrends\/cx-trends-2020-full-report.pdf\"><span style=\"font-weight: 400;\">https:\/\/d1eipm3vz40hy0.cloudfront.net\/pdf\/cxtrends\/cx-trends-2020-full-report.pdf<\/span><\/a><\/li>\n<li><span style=\"font-weight: 400;\"> \u00a0 \u00a0 <\/span><a href=\"https:\/\/netstorage.ringcentral.com\/documents\/live_in_your_apps.pdf\"><span style=\"font-weight: 400;\">https:\/\/netstorage.ringcentral.com\/documents\/live_in_your_apps.pdf<\/span><\/a><\/li>\n<li><span style=\"font-weight: 400;\"> \u00a0 \u00a0 <\/span><a href=\"https:\/\/d1eipm3vz40hy0.cloudfront.net\/pdf\/cxtrends\/cx-trends-2020-full-report.pdf\"><span style=\"font-weight: 400;\">https:\/\/d1eipm3vz40hy0.cloudfront.net\/pdf\/cxtrends\/cx-trends-2020-full-report.pdf<\/span><\/a><\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>There are six billion smartphone users worldwide,1 with 270 million in the US alone.2\u00a0Many of us use our mobile devices for everything because it\u2019s faster and more convenient\u2014so why should customer service be any different? Whether you\u2019re upgrading your contact center or undergoing a company-wide digital transformation, adding digital channels will help you improve the &#8230;<\/p>\n","protected":false},"author":29,"featured_media":56066,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,43337],"tags":[2088],"class_list":["post-50086","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-service-support","tag-support"],"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>Digital customer service: A complete guide | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Digital customer service is key to business success today. 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