Deliver outstanding customer experiences with integrated communications
Learn why becoming truly omnichannel will elevate your business communications and improve your customer experience.
Many businesses have multiple teams managing different customer channels, creating a fragmented experience for customers and employees.
Using an AI-first customer experience platform unifies these siloed channels, delivering a 360-degree view of your customer.
Enabling customers to contact you how they want, while employees can manage everything in one single platform and meet rising customer expectations.
Consumers today are more demanding and less loyal than ever. In fact, one in three UK consumers say they’ve switched from a brand they were previously loyal to after just one bad experience.1
According to Aberdeen Strategy & Research, one of the most common challenges for consumer-facing businesses is ensuring that front-line employees have the tools they need to meet rising customer expectations.2 In fact, almost half (45%) of organisations report that ‘fragmented communication channels hinder their ability to deliver seamless customer experience (CX).2
By bringing disparate customer communication channels closer together, your business can overcome the root causes of sub-par customer service and deliver the seamless interactions that win, delight and retain customers.
Understanding customers’ expectations
It’s not long ago that customer communications were mostly via phone and email. Fast forward to today, they can also get in touch via a wide range of social media and messaging services, and they expect to use their preferred platform, not yours.
Consequently, many organisations have found themselves with multiple teams managing different customer channels, with one team responding to emails, another to social requests, and so on.
This fragmented approach is inefficient and often stressful. 66% of contact centre workers say a unified platform would help their work feel less chaotic, and no-one enjoys working in chaos.3
Inevitably, when things are disjointed behind the scenes, the customer feels the impact. They also find these two common experiences especially frustrating:
Repetition: 70% of people expect to speak with someone who fully understands their situation.4 When customers have to repeat themselves, they can easily feel they’re not valued.
Slow issue resolutions: 90% of customers say answering to their problem within 10 minutes is important.[5] Long wait times or being sent around the houses is a direct path to losing customers.
By creating a single view of each customer’s communications history, organisations can effectively address these two issues and deliver effortless experiences their customers expect and deserve.
Introducing RingCXTM from Vodafone Business
Simply by bringing the front office (customer-facing teams) and back office (operations, admin, support, IT etc.) closer together, you can improve some of the most important customer satisfaction metrics – which means better outcomes across your business.
RingCXTM from Vodafone Business builds on Vodafone Business UC with RingCentral to do exactly that. This AI first customer experience platform unifies siloed communications, combining your front and back-office communication tools, to create a 360° view of each customer interaction for seamless engagement experiences.
The result is that customers can contact you through the channel of their choice, from email or phone to Instagram and WhatsApp, while your people manage every aspect of customer communication in a single channel, delivering you incredible results.
Let’s explore why this can be such a gamechanger for your business:
Better for your customers:
Speed up issue resolution by capturing all customer conversations in a single inbox, so agents never miss a query, regardless of how customers make contact.
Exceed customer expectations by empowering agents with visibility of each customer’s previous queries, preferences and history all in one place, so they can provide the advanced personalisation and effective problem solving that really differentiates your business.
Show you genuinely care by using AI-assisted Interactive Voice Response (IVR) to route calls to the right agent and demonstrate your commitment to the 75% of customers who still prefer speaking to a real person for support.[6]
Increase brand loyalty by reducing admin workloads so agents can spend more time providing empathetic customer support – qualities that customers really value.
“Customer experience drives over two-thirds of customer loyalty, outperforming brand and price combined”
Better for your business:
Make smarter use of resources by consolidating siloed teams into a flexible resource that can better adapt to changing demands like seasonal peaks or business growth.
Amplify agent productivity by putting relevant information at your people’s fingertips –eliminating the need for constant and stressful app switching.
Scale with ease by quickly setting up new contact centres as and when your business needs them, with minimal disruption, and without the need for in-depth technical know-how.
Help agents reach their potential with tools that keep supervisors plugged in to agent interactions, so they can provide coaching during and after each customer engagement.
Integrate and advance
By choosing RingCXTM from Vodafone Business, you can bring your communications together with confidence, with a quick and easy deployment and one flat fee for your entire business.
As your trusted partner, we’ll make sure your customer experiences are secure and compliant, and your customer communications integrate seamlessly with your existing cloud and connectivity setup. This allows you to focus on delighting your customers.
There’s no better time to explore how integrated communications can transform your customer experience. As a Vodafone Business UC with RingCentral customer, you can try RingCXTM from Vodafone Business free for three months.⁸
Authored by Sandeep Raithatha, Head of Product Vodafone Business