Zain Jordan
How Jordan’s largest mobile provider uses RingCentral to revolutionize their customer experience
Since we rolled out RingCentral Engage Digital, our agents are able to handle far more customer support interactions than they ever have.
We wanted insights into how our customers were reaching out to us, and what we could do to improve those interactions. But our engagement tools didn’t give us that data.
RingCentral could pull all of our digital channels for customer engagement… online chat, app messaging, email, and social media… into one digital environment that we could manage easily and that our agents could use anywhere.
Because we now have RingCentral Engage Digital, we’re able to give our customers that freedom to contact us in whatever ways they choose.
By all key metrics, our agents’ performance is up since we rolled out RingCentral—even though they’ve been working remotely since March 2020.
We managed to handle that 200% increase in support digital traffic without compromising our response times or quality of service, and with minimal addition of new agents to our staff. RingCentral Engage Digital made all the difference for us.