Engage with Your Customers in the Digital World

Julien Rio

Head of Marketing

March 18, 2019

Jump-Start Your Omni-Digital Strategy

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.

COLLABORATIVE

COMMUNICATIONS

Outbound/Blended

Customer Engagement

Digital

Customer

Engagement

Contact

Center

3 | © 2019 RingCentral, Inc. All rights reserved.

CCaaS portfolio

Communication preferences have evolved

Email

Phone

Video

Social

Text / Messaging

Traditional Consumers New Consumers

100%

80%

60%

40%

20%

0%

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

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

41% 58%

Customer teams are siloed

CX professionals think operational

silos are a significant barrier

Customers frustrated with

inconsistent channel experiences

Source : Accenture

COLLABORATIVE

COMMUNICATIONS

Outbound/Blended

Customer Engagement

Digital

Customer

Engagement

Contact

Center

8 | © 2019 RingCentral, Inc. All rights reserved.

CCaaS portfolio

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.

Be channel agnostic and allocate messages automatically

AUTOMATIC SMART ROUTING

Messages are analyzed & automatically allocated

increasing agent productivity & customer satisfaction

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

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

HIGHER CUSTOMER SATISFACTION

INCREASED AGENT PRODUCTIVITY

CENTRALIZED ADMINISTRATION

DEEP & INTEGRATED LIVE ANALYTICS

Advantages of an omni-digital platform

INSURANCE

They trust RingCentral to engage with customersT ELCO BANK UTILITIES TRANSPORT RETAIL

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

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

Next Steps

• Stay and learn more about RingCentral’s products

• Get a personalized demo at the booth

Thank you

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

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

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

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

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

%