Engage with Your Customers in the Digital World

Transcription

1 Engage with Your Customers in the Digital World Jump-Start Your Omni-Digital Strategy Julien Rio Head of Marketing March 18, 2019

2 Outbound/Blended Customer Engagement Cloud PBX Digital Customer Engagement COLLABORATIVE COMMUNICATIONS Team Messaging Contact Center Video and Meetings RingCentral, Inc. All rights reserved.

3 Outbound/Blended Customer Engagement CCaaS portfolio Digital Customer Engagement COLLABORATIVE COMMUNICATIONS Contact Center RingCentral, Inc. All rights reserved.

4 Communication preferences have evolved 100% Phone 80% Video 60% Social 40% 20% Text / Messaging 0% Traditional Consumers New Consumers

5 Customers expect to engage on any digital channel 76% 7 80% Engage with companies on social networks Average number of channels customers use Use messaging apps daily Sources : Forrester, Aberdeen, Greenberg

6 And they have multiple digital identities 89% 72% Frustrated by having to repeat their issues multiple times Expect agent to know their contact information Sources: Accenture, Microsoft

7 Customer teams are siloed 41% 58% CX professionals think operational silos are a significant barrier Customers frustrated with inconsistent channel experiences Source : Accenture

8 Outbound/Blended Customer Engagement CCaaS portfolio Digital Customer Engagement COLLABORATIVE COMMUNICATIONS Contact Center RingCentral, Inc. All rights reserved.

9 OMNI-DIGITAL Manage all digital channels on a single platform Receive and respond to messages from all channels: social media, messaging, mobile app, live chat, reviews, communities, and more.

10 AUTOMATIC SMART ROUTING Be channel agnostic and allocate messages automatically Messages are analyzed & automatically allocated increasing agent productivity & customer satisfaction

11 A SINGLE DIGITAL PROFILE Create a complete picture of your customers Merge digital and social identities into a single profile Personalize the customer experience & build loyalty Reduce redundant questions & increase productivity

12 A SINGLE DIGITAL PROFILE Effectively manage performance & efficiency Monitor all digital interactions with a customizable dashboard Take immediate action and improve performance across all channels

13 Advantages of an omni-digital platform HIGHER CUSTOMER SATISFACTION INCREASED AGENT PRODUCTIVITY CENTRALIZED ADMINISTRATION DEEP & INTEGRATED LIVE ANALYTICS

14 They trust RingCentral to engage with customers T ELCO INSURANCE BANK UTILITIES TRANSPORT RETAIL

15 Meeting customers where they want to engage Telecom Operator 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 160M CUSTOMERS 11 COUNTRIES 11B ANNUAL SALES

16 Engage products , live-chat, messaging, mobile app, social, reviews 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

17 Next Steps Stay and learn more about RingCentral s products Get a personalized demo at the booth

18 Thank you

19 Transforming the way we engage with customers Retail 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 3K EMPLOYEES 10M CUSTOMERS 1837 FOUNDED

20 Engage products Live-Chat, Messaging, Social 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

21 Engaging with younger generations Telecom Operator 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 3.2B ANNUAL SALES 2.2M CUSTOMERS 6.5K EMPLOYEES

22 Engage products , Live-Chat, Messaging, Social, Reviews Outcomes 6 families of channels 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

23 Every customer interaction matters The impact of digital interactions on your Net Promoter Score (NPS) % 71% 39% 44% 48% 55% 55% 31% 32% 33% Hasn t contacted support Channels Teleperformance Presentation at Salon Strategie Client 2018, Paris