{"id":59004,"date":"2025-03-13T12:55:10","date_gmt":"2025-03-13T19:55:10","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=59004"},"modified":"2025-03-27T11:30:41","modified_gmt":"2025-03-27T18:30:41","slug":"marty-elwell-shares-his-vision-for-ringcentrals-customer-support","status":"publish","type":"post","link":"\/us\/en\/blog\/marty-elwell-shares-his-vision-for-ringcentrals-customer-support\/","title":{"rendered":"Marty Elwell Shares His Vision for RingCentral\u2019s Customer Support"},"content":{"rendered":"<p><b>Highlights:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Marty Elwell joined RingCentral as VP of Customer Support 6 months ago.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">We checked in with Marty to learn more about his journey and vision for RingCentral\u2019s customer support<\/span><\/li>\n<\/ul>\n<hr \/>\n<h2 class=\"heading h2\"><b><a id=\"A\"><\/a>A new chapter<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">After speaking with RingCentral\u2019s new VP of Customer Support, Marty Elwell, one thing is immediately clear\u2014he has the expertise and vision to take customer support to the next level.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With hands-on leadership experience at Google and Intuit, where he managed global teams and customer service operations, combined with a strong foundation in liberal arts that sharpened his communication and leadership skills, Marty brings a well-rounded approach to enhancing customer support.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Having transitioned from leading Small Business Group (SBG) care to overseeing the full customer support organization, Marty finds himself energized by the opportunity to guide an already high-performing team toward even greater success.<\/span><\/p>\n<h2 class=\"heading h2\"><b><a id=\"The\"><\/a>The current state of customer support<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Reflecting on his first six months, Marty has focused on assessing RingCentral\u2019s customer support operations. \u201cThere\u2019s a lot that\u2019s going really well,\u201d he notes, pointing to RingCentral&#8217;s recent record CSAT score in Q3 and Q4 2024 for standard support\u2014a number that surpasses industry standards for SaaS companies.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Marty also identified areas of opportunities particularly when it comes to modernizing the customer journey. \u201cI\u2019m focused on simplifying both the agent experience and the customer journey by pushing for more automation and intelligent self-help options,\u201d he says.<\/span><\/p>\n<h2 class=\"heading h2\"><b><a id=\"AI\"><\/a>AI as a tool for transformation<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">RingCentral has already integrated AI-driven features in our product, but Marty emphasizes that we have the potential to go even further. He envisions AI as a powerful tool to revolutionize customer support by reducing customer effort and enabling agents to focus on more complex inquiries.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cWe\u2019re evolving our customer-facing chatbot to an Intelligent Virtual Agent (IVA) that will serve as the primary entry point for customers seeking support from RingCentral.\u201d Marty shares.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Combining what we know about the customer with what the IVA can determine about their intent\u2014whether it\u2019s paying a bill or upgrading their service\u2014RingCentral can either resolve their query in real time or quickly direct them to the best person in RingCentral to support.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Marty also sees AI as a powerful tool for improving the customer-agent handoff. \u201cOne of the most frustrating experiences for customers is when they\u2019ve repeated their issue to an AI system, only to have to explain everything again to a live agent,\u201d he explains. \u201cAI can do the investigative work upfront, ensuring agents have the context they need, making the transition smoother and more efficient for everyone.\u201d<\/span><\/p>\n<h2 class=\"heading h2\"><b><a id=\"Unique\"><\/a>A unique perspective on leadership<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Marty\u2019s diverse background offers valuable insights into his leadership approach. With an undergraduate degree in English literature and a master\u2019s degree in creative writing, Marty admits that his liberal arts background has played an unexpected but crucial role in his career. \u201cUnderstanding language and communication has been so valuable\u2014especially in a global organization,\u201d he shares. \u201cIt\u2019s all about finding the right words to connect with people across cultures and backgrounds.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Marty\u2019s advice to other leaders? \u201cBe a sponge. Apply the skills you have, but always be open to learning. And don\u2019t focus too much on fixing your weaknesses\u2014lean into your strengths and amplify them.\u201d<\/span><\/p>\n<h2 class=\"heading h2\"><b><a id=\"Future\"><\/a>The future of customer support<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">As Marty reflects on the future of customer experience at RingCentral, it\u2019s clear that his first six months have laid a strong foundation for continued innovation and growth. With his global experience, leadership ability, and dedication to improving both the customer and agent experience, he\u2019s well on his way to transforming RingCentral\u2019s customer support operations for years to come.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Marty Elwell joined RingCentral as VP of Customer Support 6 months ago. We checked in with Marty to learn more about his journey and vision for RingCentral\u2019s customer support A new chapter After speaking with RingCentral\u2019s new VP of Customer Support, Marty Elwell, one thing is immediately clear\u2014he has the expertise and vision to &#8230;<\/p>\n","protected":false},"author":769,"featured_media":59219,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885],"tags":[43343],"class_list":["post-59004","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ringcentral-newsdesk","tag-life-ringcentral"],"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>Marty Elwell Shares His Vision for RingCentral\u2019s Customer Support | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Highlights: Marty Elwell joined RingCentral as VP of Customer Support 6 months ago. We checked in with Marty to learn more about his journey and vision\" \/>\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\/marty-elwell-shares-his-vision-for-ringcentrals-customer-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Marty Elwell Shares His Vision for RingCentral\u2019s Customer Support\" \/>\n<meta property=\"og:description\" content=\"Highlights: Marty Elwell joined RingCentral as VP of Customer Support 6 months ago. We checked in with Marty to learn more about his journey and vision\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/marty-elwell-shares-his-vision-for-ringcentrals-customer-support\/\" \/>\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=\"2025-03-13T19:55:10+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-27T18:30:41+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2025\/03\/blog-01.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"987\" \/>\n\t<meta property=\"og:image:height\" content=\"658\" \/>\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=\"3 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\/marty-elwell-shares-his-vision-for-ringcentrals-customer-support\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/marty-elwell-shares-his-vision-for-ringcentrals-customer-support\/\"},\"author\":{\"name\":\"Stephen Stewart\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/3bb7118f401e704491d6cd1acc89c414\"},\"headline\":\"Marty Elwell Shares His Vision for RingCentral\u2019s Customer Support\",\"datePublished\":\"2025-03-13T19:55:10+00:00\",\"dateModified\":\"2025-03-27T18:30:41+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/marty-elwell-shares-his-vision-for-ringcentrals-customer-support\/\"},\"wordCount\":621,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/marty-elwell-shares-his-vision-for-ringcentrals-customer-support\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/03\/blog-01.jpg\",\"keywords\":[\"Life at RingCentral\"],\"articleSection\":[\"Company news &amp; culture\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/marty-elwell-shares-his-vision-for-ringcentrals-customer-support\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/marty-elwell-shares-his-vision-for-ringcentrals-customer-support\/\",\"name\":\"Marty Elwell Shares His Vision for RingCentral\u2019s Customer Support | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/marty-elwell-shares-his-vision-for-ringcentrals-customer-support\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/marty-elwell-shares-his-vision-for-ringcentrals-customer-support\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/03\/blog-01.jpg\",\"datePublished\":\"2025-03-13T19:55:10+00:00\",\"dateModified\":\"2025-03-27T18:30:41+00:00\",\"description\":\"Highlights: Marty Elwell joined RingCentral as VP of Customer Support 6 months ago. 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