We get a decent chunk of customer complaints through Instagram DMs these days, younger customers especially just don't call, they message. Before this, whoever managed our Instagram had to check it separately and manually create some kind of ticket if it needed real support attention, which meant stuff sat there longer than it should have. Now those DMs land in the exact same queue as our phone calls and emails, an agent just works whatever's next regardless of which channel it came through. Had someone message about a damaged order on Instagram and get a full refund sorted within the hour, same speed as if they'd called. Review collected by and hosted on G2.com.
Agents who'd mostly only ever handled phone calls needed real training to get comfortable with the more casual tone people expect on something like Instagram versus a formal phone manner, a couple of early replies read a bit too stiff for the platform and I had to coach that specifically. Review collected by and hosted on G2.com.
It is terrific to hear how RingCX is helping your team modernize support by unifying Instagram DMs, story replies, and mentions into the same routing queue as your phone calls and emails. Resolving issues for younger customers, like processing a full refund for a damaged order within an hour, demonstrates how meeting buyers on their preferred social channels directly impacts customer satisfaction and response speed. The Review Team would love to learn more about your experience with our products and services. Please reference this review and email us at review@ringcentral.com to continue the conversation. Thank you for being a loyal RingCentral customer, Oliver!