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Engage with Your Customers in the Digital World
Julien Rio
Head of Marketing
March 18, 2019
Jump-Start Your Omni-Digital Strategy
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COLLABORATIVE
COMMUNICATIONS
Outbound/Blended
Customer Engagement
Digital
Customer
Engagement
Contact
Center
Video and
Meetings
Team
Messaging
Cloud PBX
2 | © 2019 RingCentral, Inc. All rights reserved.
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COLLABORATIVE
COMMUNICATIONS
Outbound/Blended
Customer Engagement
Digital
Customer
Engagement
Contact
Center
3 | © 2019 RingCentral, Inc. All rights reserved.
CCaaS portfolio
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Communication preferences have evolved
Phone
Video
Social
Text / Messaging
Traditional Consumers New Consumers
100%
80%
60%
40%
20%
0%
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76% 7 80%
Customers expect to engage on any digital channel
Engage with companies on social networks
Average number of channels customers use
Use messaging apps daily
Sources : Forrester, Aberdeen, Greenberg
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89% 72%
And they have multiple digital identities
Frustrated by having to repeat their issues multiple times
Expect agent to know their
contact information
Sources: Accenture, Microsoft
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41% 58%
Customer teams are siloed
CX professionals think operational
silos are a significant barrier
Customers frustrated with
inconsistent channel experiences
Source : Accenture
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COLLABORATIVE
COMMUNICATIONS
Outbound/Blended
Customer Engagement
Digital
Customer
Engagement
Contact
Center
8 | © 2019 RingCentral, Inc. All rights reserved.
CCaaS portfolio
![Page 9: Engage with Your Customers in the Digital World · Engage products Outcomes • Fully integrated contact center • Available on all channels favored by customers • Automatic message](https://reader033.vdocuments.us/reader033/viewer/2022042314/5f02841b7e708231d404a633/html5/thumbnails/9.jpg)
Manage all digital channels on a single platform
OMNI-DIGITAL
Receive and respond to messages from all channels:
social media, messaging, mobile app, live chat, reviews, communities, and more.
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Be channel agnostic and allocate messages automatically
AUTOMATIC SMART ROUTING
Messages are analyzed & automatically allocated
increasing agent productivity & customer satisfaction
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A SINGLE DIGITAL PROFILE
Merge digital and social identities into a
single profile
Personalize the customer experience &
build loyalty
Reduce redundant questions & increase
productivity
Create a complete picture of your customers
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A SINGLE DIGITAL PROFILE
Monitor all digital interactions with a
customizable dashboard
Take immediate action and improve
performance across all channels
Effectively manage performance & efficiency
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HIGHER CUSTOMER SATISFACTION
INCREASED AGENT PRODUCTIVITY
CENTRALIZED ADMINISTRATION
DEEP & INTEGRATED LIVE ANALYTICS
Advantages of an omni-digital platform
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INSURANCE
They trust RingCentral to engage with customersT ELCO BANK UTILITIES TRANSPORT RETAIL
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CHALLENGES
• Becoming a digital brand & enabling call deflection
• Segmented customer base with multiple touchpoints and languages
• Entering new markets (VOD/banking) – customer experience as a major differentiator
Meeting customers where they want to engage
160MCUSTOMERS
11COUNTRIES
11BANNUAL SALES
Telecom Operator
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Engage products
Outcomes• Fully integrated contact center
• Available on all channels favored by customers
• Automatic message allocation across 14 languages and 9 countries
• Inversed the dynamics of voice/digital within 18 months (from 25% to 75% digital)
Once customers have had a taste of digital channels, they never switch back to traditional methods.
Philip Joseph
Chief Customer Experience & Service Officer
Email, live-chat, messaging, mobile app, social, reviews
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Next Steps
• Stay and learn more about RingCentral’s products
• Get a personalized demo at the booth
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Thank you
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CHALLENGES
• Very traditional – mail order catalogue
• Digital transformation in 2014
• Started working with RingCentral Engage early 2018 to be available on new digital channels and better manage existing ones
Transforming the way we engage with customers
3KEMPLOYEES
10MCUSTOMERS
1837FOUNDED
Retail
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Engage products
Outcomes• Available on 6 digital channels
• 50% of all conversations over messaging
• One of the first brands available on Apple Business Chat since October 2018 (25% of all conversations within a month)
• ~20K Conversations monthly
Messaging is a good alternative to social media. It enables direct exchanges, more human contacts and a closer relationship with our customers.
Marine Vannier
Customer Experience & Service Officer
Live-Chat, Messaging, Social
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CHALLENGES
• New digital brand launched in 2018
• No call, no voice, digital only
• Need to manage multiple digital channels efficiently with limited manpower and high response
Engaging with youngergenerations
3.2BANNUAL SALES
2.2MCUSTOMERS
6.5KEMPLOYEES
Telecom Operator
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Engage products
Outcomes• 6 families of channels 130 000 messages a month
• 50% productivity increase (from 4 to 6 messages /hour /agent)
• Deployed in just 30 days
My dream was to have just one tool to use for customer interactions and regrouping channels. RingCentral Engage provided me with a unified platform that is so easy to use, it must have been created by a CSR.
Pascal Landré
Director Customer Relationships
Email, Live-Chat, Messaging, Social, Reviews
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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
%