Breaking technology’s history of “good enough” | #customersupport #supporticket

It’s 2020. If this dumpster fire of a year has taught us anything, it’s that our communications needs are changing at the same pace as the world around us. Not only does every company have different communications needs, but every department within the company has specific use cases that need to be considered (and supported). Sound familiar? 

Although they’re certainly important, communications platforms are no longer just phone, messaging, and video conferencing. There are dozens of companies out there that can offer that. And to be honest, many can do at least a decent job. So how does one provider stand out from another? RingCentral believes it really comes down to two components: the customer experience and the employee experience. 

Customers want more ways to reach you

It’s been said that no one ever got fired for buying Cisco. While that may or may not be true, no one ever got the most versatile, powerful, reliable, and analyst-recognized platform going that route, either.

Let’s start with customer experience (CX). What’s different about RingCentral’s approach to CX? To answer that question, we have to look at how people want to communicate. For example, some studies show that about two-thirds of consumers would switch to a different brand just because their current brand didn’t support communication via SMS. 

Let that sink in. That means that if you don’t have SMS in your customer communications toolbelt, more than half your customers would consider taking their business elsewhere just for an easier way to communicate. And that’s just SMS. What about all of the other ways people expect to be able to communicate? What about online chat, email, social media?

Spoiler: your customers don’t just want to use voice to reach you anymore. 

Meeting customers where they are

RingCentral can enable you to communicate with your customers however they prefer. Whether that’s social media, web chat, email, SMS, and more. And we do this all without making it painful for your customer service team. 

Your teams will have a single interface to manage all these communication channels. This saves time, money, and provides you the ability to deliver an exceptional customer experience. Not only that, but it’s all part of a proven solution. 

[Drops microphone.]

A unified solution with business apps

What about the employee experience? There are several things to consider here. First, is your employee communication solution flexible to fit all of the needs of your teams? In addition, is it easy for them to train on it and use? Also, can you manage it without a masters in telephony? And finally, is it reliable? 

RingCentral comes out of the box ready to integrate with over 3,000 business applications. In addition, we have an award-winning open API platform with tens of thousands of active developers. 

What this means is that all of those great ideas your team has for communicating with your customers is right at their fingertips. It’s also easy, it’s one application for all messaging, video, and phone. 

The experience for IT professionals

I know what you’re thinking, what if we already use Microsoft Teams? What about Slack? We say they’re amazing applications, and just like thousands of other applications, we can layer on top of them to make them even more powerful and complete for your users. 

Now we come to you, the IT professional. What’s in it for you?

How about full control over everything on the platform, in one single interface. This means that you can make adjustments to video conferencing for your C-level staff, add a dozen new UC users, and view powerful QoS reporting for voice and video all in one place.

That being said, the proof is in the pudding. That’s why we back this all (financially) with a 99.999% SLA. Yes, even over home networks (which you now have the joy of supporting for your employees).

Because we understand that it just needs to work. The communications platform needs to get out of the way and let you communicate how and when you need it to, no exceptions. 

We’re here for your organization

So while no one ever got fired for buying Cisco, should that really be where we set the bar? How about fundamentally changing how you communicate with your customers, with your employees? 

How about being the reason your company can meet every communication need in this incredibly complex world we live in now? What about using all of these tools to generate revenue? That is where we set the bar. 

So while moving forward has never looked so uncertain, we submit that we’re uniquely positioned to meet all of the communication needs of today and tomorrow. 

We’d love a chance to prove it to you.