Investing in Customer Experience: The RingCentral Way

“With Voiceform’s interactive surveys, we saw a 40% increase in responses. The ability to choose the channel and time frame customers received surveys also resulted in a 60% increase in our customers’ willingness to participate in the survey and provide feedback.”

-Tim Wilbourn, VP Customer Experience, RingCentral

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Challenge

As a market leader in customer connectivity, RingCentral consistently strives to find innovative solutions to improve their Voice of the Customer (VOC) Program. The program aims to thoroughly understand, analyze and action customer feedback across every customer channel. The Customer Experience team identified a gap within one of their largest customer communication channels, which is their Interactive Voice Response (IVR) solution. RingCentral’s IVR solution is used by thousands of customers weekly to contact RingCentral for support or service inquiries. Before engaging Voiceform, this channel did not have a feedback solution in place to effectively collect and action customer feedback.

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Solution

After evaluating existing vendors to help implement a feedback solution within their IVR solution, RingCentral selected Voiceform due to our team’s expertise and focus in customer feedback, industry leading platform offering and ease of implementation that cuts launch timelines from months to weeks and makes integrations extremely easy to manage.

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“In evaluating vendors, we did not feel that any truly understood this area. When looking for a full program offering, customer experience management vendors can be fairly expensive, and when breaking down our needs, Voiceform surpassed other vendors on every level.”

-Tim Wilbourn, VP Customer Experience, RingCentral

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How was Voiceform implemented?

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RingCentral implemented Voiceform surveys into their IVR virtual assistant, so that customers would receive an opportunity to share feedback after interacting with RingCentrals virtual assistant layer. After a customer’s interaction with the IVR assistant, they would receive a text-based survey to provide their feedback on the virtual assistant experience.

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“The biggest value for our team was the Voiceform platform’s on-demand sentiment analysis. The platform’s results dashboard was fully automated, and didn’t leave us having to go out and number crunch the data. Insights were right at our fingertips, easily accessible and provided us with an always-on pulse of how our customer interactions are going.”

-Tim Wilbourn, VP Customer Experience, RingCentral

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Results

Voiceform enabled RingCentral to launch their end-to-end survey program within their IVR within a matter of weeks. 

In addition to a fast implementation, Voiceform’s interactive surveys, which specialize in letting customers respond with voice or text, gave customers an opportunity to respond in-the-moment and in ways that were easiest for them. This resulted in a 60% increase in survey engagement and a 40% increase in overall survey responses.

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In using Voiceform, RingCentral was able to identify critical customer experience opportunities within their IVR experience, at a time where industry regulations were rapidly changing with customer communications and acting on customer feedback fast was vital to adhere to new carrier and communication standards.

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“Being able to have Voiceform instantly share insights from customer feedback, such as automating sentiment analysis, allowed us to immediately see the impact of our IVR program, and gave us the ability to quickly react and have our team provide actionable solutions. Without Voiceform, we would have had to wait months for traditional surveys to be shared and analysed, and at that point we would have been months behind our customer expectations.”

-Tim Wilbourn, VP Customer Experience, RingCentral

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