Recent Adobe research presents a stark reality: 71 percent of customers who lose trust in a company will find another company with which to do business.
Consider three companies that took their customer service experience to the next level and averted the corrosive consequences of negative customer experiences.
1. Marlowe Theatre Changes Scenes from Old to New
When the Marlowe Theatre of Kent decided it desperately needed to upgrade its phone system, it did so by reaching out to RingCentral.
Big Problem Solved with No Drama
The theatre company’s telephony system was outdated and couldn’t meet call demands. When customers called to speak with the call centre, they were asked to hang up and dial a different number. That wasn’t going well for the Marlowe in a world where customers expected seamless connections.
The theatre operations team selected the RingCentral Contact Centre, and the transition was easy.
“You expect some hitches during a transition like this,” said Jason Green, Marlowe Theatre Systems Manager. “But the RingCentral rollout was surprisingly smooth and uneventful,” he said.
Today, RingCentral provides the Marlowe with an integrated email and telephony solution. Agents have customer emails in their workflows with preloaded answers to common questions. Customisable user-friendly call menus bring information the agents need to make a customer experience easy.
2. Littlefish Chose Not to Swim Against the Current
Littlefish provides digital infrastructure, cybersecurity and managed IT services to organisations. But as the company expanded rapidly, adding new locations, staff, and customers, their existing PBX system couldn’t handle the demand.
Problem Solved with RingCentral Contact Centre
RingCentral Contact Centre provides Littlefish skills-based routing, advanced IVR and an intuitive interface for service desk team leaders to manage their system updates. Before the call, agents have the contact name with any open tickets. That allows them to begin a call in a personal way.
“Today, we give our agents meaningful information about the users engaging with Littlefish,” said Becky Roberts, Service Improvement Manager at Littlefish.
“We also built a reporting dashboard that allows team leaders to see the volume of calls at different times. That makes it much easier to schedule and allocate resources.”
With RingCentral’s softphone capabilities, agents make and receive calls on their computers and smartphones. Today, their employees work from anywhere.
3. Costa Express Caffeinates Its CX
When Costa Coffee unveiled Costa Express, its self-serve coffee bar, it was huge success. Customers liked it so much that the company installed more than 10,000 Costa Express kiosks throughout the UK.
So, the company set up a dedicated contact centre to support its business customers operating the machines. At the time, Costa Express’ contact centre staff worked at company headquarters using desk phones.
Some Good Thinking, Pre-COVID
Before the pandemic lockdown, Costa management decided to deploy the cloud-based RingCentral Contact Centre so that employees could handle business calls from any location. And when the pandemic lockdown arrived, Costa was ready.
“We had to be available seven days a week,” said Deborah Woods, Contact Centre Manager at Costa.
“With RingCentral’s solution, we had precise call volume data. We could adjust agent shifts and reduce their hours to improve agent productivity and reduce wait times.”
RingCentral Contact Centre provides Costa’s team with skills-based routing to connect customers with agents quickly. The platform also offers Costa’s team customisable options for IVR – including self-serve. And efficiencies are improved with its advanced reporting and analytics.
Hundreds of companies have transformed their customer and agent experience with RingCentral solutions.
To take your CX to the next level, contact RingCentral.
