Scale Your Support Organization Using AI: A RingCentral Case Study

Overview

Chapters

Transcript

In highly competitive industries, creating distance between you and the competition often comes down to who succeeds in delivering consistent and personalized customer experiences at scale.

Self-service is preferred by all age and region demographics. Your organization should have a strategy to prioritize and identify opportunities for AI and machine learning.

In this customer-oriented session, learn about RingCentral’s journey and how you can identify:

Key signals that it’s time for a change.

Prerequisites for an effective AI journey.

Key metrics to achieve a measurable ROI.

How to deliver world-class, intelligent customer service experiences.

Faced with soaring subscriber growth, RingCentral journeyed through a digital transformation that started with perfecting its search for customers. They began with 80% of their support occurring over the phone, a disjointed search experience, poor knowledge management, and customer self-service that was in its infancy. Their knowledge base wasn’t resolving questions or rising to meet the needs of their customer base.

They needed to create a vision and get support to scale that matched their growth.
In the end, they implemented a more cohesive knowledge management (KM) strategy that unified content and increased search engine optimization (SEO) value so that end customers could self-serve and remain engaged online.