Engage with Your Customers in the Digital World

Julien RioHead of Marketing

May 16, 2019

Jump-Start Your Omni-Digital Strategy

Communication preferences have evolved

Source : Ofcom Digital Day

Email

Phone

Video

Social

Text / Messaging

Traditional Consumers New Consumers

100%

80%

60%

40%

20%

0%

72%Of customers expect to use

their favourite channel to engage with brands

7The average number of

channels customers will use to engage with brands

80%Of adults use messaging apps

on a daily basis to communicate with others

Customers expect to engage on every digital channel

Sources : CITE reseach, Aberdeen, Greenberg

Every customer interaction matters

Teleperformance Presentation at Salon Strategie Client 2018, Paris

Hasn’t contacted support

1 2 3 4 5 6 7 8+

31% 32% 33%39%

44% 48%55% 55%

71%

The impact of digital interactions on your Net Promoter Score (NPS)

Channels

%

Your customers have multiple digital identities

89% Of customers feel frustrated by

having to repeat their issues multiple times

72%Of customers expect a customer care agent to know their contact

information

Sources: Accenture, Microsoft

Teams are organised in silos

58% Of consumers are frustrated with inconsistent experiences between

channels

41%Of CX professionals think operational

silos are a significant barrier to providing a seamless experience

Sources : NewVoiceMedia, Accenture

74%Of agents must switch between apps to solve customers issues,

leading to an average time loss of 60 minutes per day

Source: CITE Research

Agents are wasting a lot of time unnecessarily

CollaborativeCommunications

OutboundCustomer Engagement

DigitalCustomer

Engagement

Inbound ContactCentre

Video andMeetings

TeamMessaging

Cloud PBX

Innovation:CCaaS Portfolio

CollaborativeCommunications

OutboundCustomer Engagement

DigitalCustomer

Engagement

Inbound ContactCentre

Manage all digital channels on a single platform

Receive and respond to messages coming from 20+ digital channels: social media, messaging, mobile app, live-chat, reviews, communities and more.

OMNI-DIGITAL

Be channel agnostic and allocate messages automatically

AUTOMATIC SMART ROUTING

Messages are analyzed and automatically allocated based on content & context to meet your business requirements, increasing agent productivity and customer satisfaction.

Create a more complete picture of your customers

Merge digital and social identities into a master profile of your customer.

Personalise the customer experience and build loyalty.

Reduce redundant questions and increase productivity.

CUSTOMER PROFILES

Enjoy live statistics to control your teams and activity

MANAGEMENT VISIBILITY

Keep track of all your important metrics and KPIs.

Control your agents’ performance and have a big picture of your activity across all digital channels.

Make customer service as easy as messaging a friend

AGENT EXPERIENCE

One platform to manage all digital channels

Behavioral context for smarter conversations

Co-browsing for faster time to resolution

Knowledge base with auto-suggested responses

Last responding agent prioritisation

HIGHER CUSTOMER

SATISFACTION

INCREASED AGENT

PRODUCTIVITYCENTRALISED

ADMINISTRATIONDEEP &

INTEGRATED LIVE ANALYTICS

ADVANTAGES OF AN OMNI-DIGITAL PLATFORM

They trust RingCentral to engage with customersTELCO INSURANCE BANK UTILITIES TRANSPORT RETAIL

Utilities

Streamlining the management of messages

CHALLENGES

Over one million messages received each month

Need for an omni-digital solution that could handle the latest customer service channels

Need to automate message allocation to increase productivity and customer satisfaction

Need a solution that is flexible and intuitive for its 6 000 customer service representatives, both in-house & BPOs

Need for an open platform that integrates with other tools

€60B annual sales

23M customers

160M employees

ENGAGE PRODUCTSSocial, Messaging, Live-chat, Email (8 channels)

OUTCOMES

6 000 agents with very positive feedback (“modern & easy to use”) - using after only 2h training

Average handling time divided by 2

Customer satisfaction increased by 4 points

Integrated with the whole ecosystem - CRM, BI, SSO

“We chose RingCentral Engage for the many channels it’s built to handle. It allows us to incorporate messaging into our mobile application. And all of these channels are managed with the same user interface.”Michael HulinService Delivery Manager

Thank you

Julien RioHead of Marketing

Meet up stand B104 for a product demoand a discussion about your omni-digital strategy