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NakedWines.com Enhances Customer Service with RingCentral Live Reports
技术
- 应用基础设施与中间件 - 数据交换与集成
- 应用基础设施与中间件 - 中间件、SDK 和库
适用行业
- 建筑物
- 电信
适用功能
- 人力资源
- 采购
用例
- 人员跟踪与监控
- 交通监控
服务
- 系统集成
挑战
NakedWines.com 是一家由客户资助的葡萄酒企业，在管理其不断增长的全球业务方面面临着挑战。该公司拥有独特的商业模式，客户（称为天使）直接支持独立酿酒师，以换取独家获得手工酿造葡萄酒的机会，因此需要确保为其客户提供及时、高效的服务。面临的挑战是有效管理客户呼叫，对他们的询问进行分类，并将他们引导到适当的队列进行处理。该公司还需要实时监控呼叫队列并相应调整人员配置，以防止客户被搁置。该公司自 2010 年以来一直是 RingCentral Office 的客户，这使得该公司能够建立一个通用电话系统，在英国诺维奇和加利福尼亚州纳帕的地点均可使用。然而，随着公司的发展，它需要对 RingCentral 服务的使用更加雄心勃勃。
关于客户
NakedWines.com 是一家由客户资助的葡萄酒企业，成立于 2008 年，总部位于英国诺里奇。该公司拥有独特的商业模式，其被称为“天使”的客户直接支持独立酿酒师，以换取以有竞争力的价格独家获得美味的手工葡萄酒的机会。作为投资者和客户，天使投资人希望在致电提出问题或需要订单帮助时得到及时的服务。该公司在全球拥有 200 名员工，除了英国总部外，还在加利福尼亚州纳帕设有办事处。 NakedWines.com 自 2010 年以来一直是 RingCentral Office 的客户。
解决方案
为了应对这些挑战，NakedWines.com 充分利用了 RingCentral 平台，包括与 API 的自定义点击呼叫集成以及使用新的 RingCentral Live Reports 实时监控呼叫队列。该公司设计了带有语音菜单的电话队列，鼓励呼叫者对其查询类型进行分类，使他们能够将呼叫定向到最能处理查询的特定队列。 NakedWines.com 还成为首批与 RingCentral API 进行定制集成的公司之一，这使他们能够直接发起呼叫，从而使他们的团队更轻松地呼叫客户并减少误拨。此外，该公司还担任 RingCentral Office 的新实时报告功能的 Beta 测试人员，该功能提供有关呼叫队列性能的实时数据。这使他们能够重新平衡分配到四个队列的员工，或者在必要时引入额外的员工，确保他们有适当数量的员工来为客户提供服务。
运营影响
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