With a click-to-call function for its customer service and support software, NakedWines.com became one of the first RingCentral customers to take advantage of the RingCentral API platform for a custom integration. That was worth a little extra programming, Hardy says. “We can initiate calls directly, which makes it easier for our team to call customers and reduces misdials.”
More recently, NakedWines.com participated in the beta program for RingCentral Live Reports, which provides real-time data on the performance of call queues. That allows Hansen to rebalance staff members assigned to the four queues or pull in additional staff if necessary. “With Live Reports, I can monitor the traffic on those queues and see who’s holding, how many calls we have taken on a queue, how many agents we have available, how many missed calls, and what our service level is. I can slice and dice the data on those queues very finely and ensure we have the right number of staff available to service our customers.”
Live Reports makes it easier for Hansen to spot emerging patterns in the call traffic and prevent problems, rather than waiting until the call queues are overloaded. “Live Reports really helps us shine a light and get visibility into what’s coming our way and proactively plan our staffing based on these patterns and call volume forecasts.”
Like fine wine, customer service benefits from attention to detail, and NakedWines.com is producing a better vintage with the help of RingCentral.