{"id":56198,"date":"2024-04-16T09:36:31","date_gmt":"2024-04-16T16:36:31","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=56198"},"modified":"2025-03-13T06:36:34","modified_gmt":"2025-03-13T13:36:34","slug":"ringcentrals-customer-support-team-evolves-technology-and-team-collaboration","status":"publish","type":"post","link":"\/us\/en\/blog\/ringcentrals-customer-support-team-evolves-technology-and-team-collaboration\/","title":{"rendered":"RingCentral\u2019s Customer Support team evolves technology and team collaboration"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Highlights:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Xian Pabilona, Barbara Rizo, and Rhiel Biscarra discuss how the Customer Support team ensures a world-class customer experience.<\/span><\/i><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">We sat down with them to learn how their team facilitates seamless customer transitions and hear what qualities they look for in new agents.<\/span><\/i><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s Customer Support team is our customers&#8217; first line of support. We sat down with some of them to learn more about their team\u2019s customer service role, how new technology is changing Customer Support, and how this team continues to serve our customers.<\/span><\/p>\n<h2 class=\"heading h2\"><b>Introducing members of the Customer Support team.<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s Manila office is home to our Customer Support team. To share a well-rounded perspective on what the team does, we spoke with three team members at different career stages.\u00a0 Xian (pronounced Sean) Pabilona <\/span><span style=\"font-weight: 400;\">is the Senior Director for Customer Care Standard Support under the leadership of Kim Davies. Xian brings 20 years of experience in the <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/bpo-call-center\/\">BPO (Business Process Outsourcing)<\/a> industry, including contact center management to his current role. <\/span><span style=\"font-weight: 400;\">Barbara Rizo has been part of the Customer Support team since 2016 in various roles including team leader and is now the Associate Manager for Customer Care Standard Support.<\/span><span style=\"font-weight: 400;\"> Rhiel Biscarra, one of the newest members of our team, recently joined as a Technical Customer Support Specialist.\u00a0<\/span><\/p>\n<h2 class=\"heading h2\"><b>What is the role of customer support?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Customer Support is a pillar of the RingCentral organization and it\u2019s not merely about addressing issues. Xian explains, \u201cWe create an environment for the customer to feel valued, heard, and empowered.\u201d This includes helping customers leverage the right products and ensuring they are used to the fullest potential for their business. Customer Support is available 24\/7 to cater to customers through chat, phone, or web. We ensure constant coordination and communication with our customers\u2019 concerns.<\/span><\/p>\n<h2 class=\"heading h2\"><b>How AI is improving customer support.<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">AI is revolutionizing Customer Support through analytics, metrics, and data-driven insights. We recently completed a research study with Opinium Research, looking at the current state of customer experience and the role that AI plays in addressing the most commonly identified customer pain points. The study found that AI <\/span><span style=\"font-weight: 400;\">has potentially the greatest impact on improving the <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> and overall customer experience. And, our customers are not waiting to embrace AI in the contact center &#8211; in fact, <\/span><span style=\"font-weight: 400;\">RingCentral\u2019s RingCX contact center solution quickly gained momentum following its launch in November 2023! RingCX, is packed with AI features that provide a super intuitive agent experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Not surprisingly, our Customer Support team loves how AI helps them continuously improve the customer experience. For instance, with AI Quality Management, agents get call summaries, scoring, and feedback in real time. Another great example of how AI drives improvements is Agent Assist, a feature that provides coaching and suggestions, plus data-driven insights to help agents collaborate with the Product team, providing customers with targeted new features and product enhancements.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">World-class customer experience is a perpetual goal, and we\u2019re always looking to deliver improvements across the customer support organization. The Net Promoter Score (NPS), which tracks overall customer satisfaction, is a key metric for us to gauge the success of our support team, identify pain points and act quickly to address service areas.\u00a0\u00a0<\/span><\/p>\n<h2 class=\"heading h2\"><b>Customers respond to innovations that drive improvements.\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Our latest innovations are delivering greater value to our customers\u2014our latest NPS score is up more than 18 basis points since the second quarter of last year. Reduced wait time, access to support and resolution, and close-to-zero downtime are an overall improvement in support.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"quote-text-break-point\">\n<p class=\"qute-text\">There are a lot of emerging technologies right now: AI, machine learning, and augmented reality. Those three things have the power to revolutionize how we do business. We empower our customers with cutting-edge solutions using communication and collaboration tools in a unified platform. That drives efficiency, productivity, and growth in their business.<\/p>\n<p class=\"quote-text-author\">\u2014Xian Pabilona, Senior Director for Customer Care Standard Support<\/p>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2 class=\"heading h2\"><b>A collaborative supportive team culture.<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">So, what\u2019s it like working with the Customer Support team? Barbara told us she appreciates that managers are always available when she needs assistance.\u00a0 \u201cThere is an open-door policy. Our managers provide us with feedback, coaching us to ensure we have everything we need to succeed in our current roles.\u201d Rhiel also appreciates receiving immediate feedback, \u201cWe work hand-in-hand. My supervisor immediately tells me what I need to improve, giving tips to help me be my best.\u201d He\u2019s excited about all of the opportunities at RingCentral and hopes to move through the ranks to one day become a manager.\u00a0<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<h2 class=\"heading h2\"><b>Important qualities in new hires.<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The Customer Support team is currently hiring. What are the ideal qualities of a Technical Customer Support Specialist (TCSS)? According to Barbara, the ideal TCSS combines technical skills and customer service experience. She also looks for candidates with an impeccable attendance record showing dedication. Xian prioritizes empathy, adaptability, and a relentless focus on making a difference. The goal is to deliver an outstanding customer experience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cThe role of Customer Support demands dedication and resilience but offers countless opportunities for personal and professional development. At the end of the day, my barometer is whether I made a difference with meaningful interactions that impact our customers\u2019 lives.\u201d -Xian Pabilona, Senior Director for Customer Care, Standard Support<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Xian Pabilona, Barbara Rizo, and Rhiel Biscarra discuss how the Customer Support team ensures a world-class customer experience. We sat down with them to learn how their team facilitates seamless customer transitions and hear what qualities they look for in new agents. RingCentral\u2019s Customer Support team is our customers&#8217; first line of support. We &#8230;<\/p>\n","protected":false},"author":769,"featured_media":56201,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885],"tags":[],"class_list":["post-56198","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ringcentral-newsdesk"],"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>RingCentral\u2019s Customer Support team evolves technology and team collaboration | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"RingCentral\u2019s Customer Support team discusses how evolving technologies are changing customer support and share essentials to their success.\" \/>\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\/ringcentrals-customer-support-team-evolves-technology-and-team-collaboration\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"RingCentral\u2019s Customer Support team evolves technology and team collaboration\" \/>\n<meta property=\"og:description\" content=\"RingCentral\u2019s Customer Support team discusses how evolving technologies are changing customer support and share essentials to their success.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ringcentrals-customer-support-team-evolves-technology-and-team-collaboration\/\" \/>\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=\"2024-04-16T16:36:31+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-13T13:36:34+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2024\/04\/Customer-Support-blog-hero.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Stephen Stewart\" \/>\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=\"Stephen Stewart\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 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\/ringcentrals-customer-support-team-evolves-technology-and-team-collaboration\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/ringcentrals-customer-support-team-evolves-technology-and-team-collaboration\/\"},\"author\":{\"name\":\"Stephen Stewart\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/3bb7118f401e704491d6cd1acc89c414\"},\"headline\":\"RingCentral\u2019s Customer Support team evolves technology and team collaboration\",\"datePublished\":\"2024-04-16T16:36:31+00:00\",\"dateModified\":\"2025-03-13T13:36:34+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/ringcentrals-customer-support-team-evolves-technology-and-team-collaboration\/\"},\"wordCount\":879,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/ringcentrals-customer-support-team-evolves-technology-and-team-collaboration\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2024\/04\/Customer-Support-blog-hero.jpg\",\"articleSection\":[\"Company news &amp; 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