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Case Study

RingCentral Case Study: 9 out of 10 average customer satisfaction score across all accounts

RingCentral, a leading cloud communications system provider, found itself with a dilemma:

After five years of impressive double-digit revenue growth and momentum building around up-market expansions, the company knew it had no problem acquiring new customers…

…But with a SaaS business model based on recurring software subscriptions, the company also knew that in order to sustain such impressive growth, it needed to retain and grow current customer accounts. This meant being able to identify and rescue unhappy customers — and more deeply engage with happy ones.

To accomplish this though, the company had to see the customer journey from the customer’s perspective. RingCentral resolved to achieve this complete view and take action on the voice of the customer with Medallia.

And they’re already seeing results, including:

  • A significant NPS increase for medium and large clients—an important customer group
  • 100% response rate to customer inquiries and comments
  • 9 out of 10 average customer satisfaction score (CSAT) for RingCentral’s Customer Support team

Download this case study to find out more about RingCentral’s transformation and how it continues to grow accounts through delivering superior customer experiences.