As a SaaS company providing modern digital apps, RingCentral’s business customers are generally tech-savvy. They weren’t just contacting support by telephone. They reached out by online chat, in-app channels, as well as through various social media platforms.
With their previous communication management tool, the team would get a lot of inbound interactions from their social channels, with no way to prioritize them, track key analytics, or associate trends to improve on their service strategy.
“We had to click through many tabs to get to threads for each channel,” recalls a RingCentral Community Support Specialist. “Comments would fall through the cracks. We were overwhelmed with the amount of the content coming through and didn’t have the tools to separate legitimate customer inquiries from other comments or ads.”
The company needed to find a way to unify the customer experience across all digital platforms, so that the support team could respond with the right information in a timely manner.