K&L solved these challenges—and created several important operational improvements—when Brian rolled out the RingEX unified communications platform and the digital customer support platform RingCentral Contact Center.
And as Brian also explains, because RingCentral is so intuitive and user-friendly—unlike K&L’s previous telephony platform—the company’s phone system will no longer be a hindrance to growth and expansion. “Setting up new users, adding people to call queues, we can do those things so easily and securely through the RingCentral admin portal that we can now really focus on scaling up.”
But the most significant benefit has been moving K&L’s customer support agents onto RingCentral Contact Center—which, like the rest of the RingCentral suite, they can access from anywhere, using any connected device.
With the callback feature in RingCentral Contact Center, if we have a sudden spike in calls, we can give customers the option to keep their place in the queue and receive a callback when an agent is available. That means we can keep our current level of staff and still deliver a great customer experience.”
As Brian explains, these and other RingCentral capabilities helped K&L’s customer support team continue operating at full speed through the COVID lockdowns, something he believes would have been impossible with the company’s previous phone system.
