Part 3: Keep the Conversation Flowing: Why Good Customer Comms Start With You

Presented by

Andrew Spence, independent workforce strategist; Bryan Allen, RingCentral; Rachel Provan, Provan Success

About this talk

In a competitive landscape, customer service can make or break a business. As more of our world becomes digitized, it is important not to undervalue the power of human interaction — especially when a customer needs assistance. In fact, a recent PwC survey found that 82% of U.S. consumers want more human interactions in the purchasing journey, while nearly half would pay more for a friendly, welcoming experience. Yet despite the best of intentions, many companies fail to deliver superior customer experiences. How can they — and you — turn this around? Frequently, the trouble starts internally, which makes it the perfect place to begin. By establishing clear workflows for your employees, both mentally and technically, you enable them to provide the quality of service that customers now expect. Creating a smooth pipeline between consumer and employee is critical if organizations want to resolve issues quickly and build positive relationships. When staff know who is responsible for each scenario and which tools can assist them in their task, they can focus on the true goal: elevating customer satisfaction. In this third webinar in RingCentral’s series, “The Future is Calling: How to Keep in Touch with Tomorrow’s Work Needs,” industry experts will share their insights on how to build best-in-class customer service, starting with communication fundamentals. Tune in to discover: — The ways a small team can create big experiences — The impact of relevant metrics on performance — and how to implement this — How to leverage technology to streamline communications — And much more
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