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The theatre company’s telephony system was outdated and couldn't meet call demands.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.