Côte Brasserie revolutionises customer service with RingCentral | #customersupport #supporticket

Founded in 2007, Côte Brasserie has become a staple of the British high street. In little over a decade, the company has expanded to nearly 100 restaurants operating across Britain and has recently launched a popular new delivery service, Côte at Home. But with such rapid growth, Côte Brasserie found itself unable to support its customer service team with its legacy communications technology systems. A modern omnichannel approach was required for its contact centre and reservations team. Côte Brasserie wanted to move beyond a voice-only contact centre to embrace omnichannel communications, while also adding a unified communications solution for its workforce. I’m thrilled they selected RingCentral to power their cloud communications.

As Côte Brasserie grew, each restaurant was managing its own reservations which was not only inefficient, but also left an inconsistent experience for their customers. Since switching to RingCentral, it’s been more efficient to manage their customer communications and provide top notch service. RingCentral Contact Centre connects their agents with customers so quickly that they’ve seen an increase in sales. Historically if they were slow to respond to an inquiry, it meant a missed reservation or an abandoned order. Now, they can respond quickly to every inquiry—leading to a sale.

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RingCentral’s Contact Centre solution allows Côte Brasserie’s agents to serve customers across a multitude of channels, including incoming phone inquiries, emails, and webchat for instant responses to queries–all in one, single centralised environment. Now, Côte Brasserie is able to route calls with the right agents to handle their issues, which is directly contributing to an increase in sales.

With RingCentral Office, the expanding and once decentralised team at Côte Brasserie can now communicate better with each other across voice, video, and team messaging, from any location, using any device. In particular, team messaging has made coordination across Côte Brasserie’s restaurants and contact centres much easier to manage, enabling staff to get more done.

I’m glad to see Côte Brasserie digitally transform the way they work and communicate with customers. As they continue growing, RingCentral’s flexibility will enable them to easily scale to their needs, while also simplifying their omnichannel communications into one platform. We look forward to a long and successful partnership with the Côte Brasserie team.