DigitalChalk Enhances Customer Support with RingCentral’s All-in-One Communications Solution
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- E-Commerce
- Education
Applicable Functions
- Quality Assurance
- Sales & Marketing
Use Cases
- Virtual Training
- Visual Quality Detection
Services
- Testing & Certification
- Training
About The Customer
DigitalChalk is a company that provides a cloud-based, online education authoring and delivery platform with integrated turn-key e-commerce. The platform is designed to meet the training needs of organizations of all sizes, from small businesses to large enterprises. The company's learning management system supports multiple types of online education, including training for employees in corporate or university settings, as well as training in e-commerce environments. Founded in 2006 and headquartered in Asheville, NC, DigitalChalk has a team of 16 employees.
The Challenge
DigitalChalk, a provider of a cloud-based, online education authoring and delivery platform, was facing challenges with its customer support process. The company's founding member, Dave Tinker, was responsible for ensuring that customers get the most out of the platform. After each sale, Tinker would personally take each new customer through a 'JumpStart' process, a 30-minute interview to understand their specific needs and use case. This process required both telephony and screen sharing. However, DigitalChalk had been purchasing these two functions separately, leading to issues such as dropped calls and poor call quality. The company was in need of a reliable solution that could integrate telephony and screen sharing.
The Solution
DigitalChalk found its solution in RingCentral, an all-in-one communications solution. The company decided to pilot a couple of lines with RingCentral and found the call quality to be excellent. RingCentral also offered RingCentral Meetings, which allowed DigitalChalk to get telephony and screen sharing from a single source. Within two months, DigitalChalk had replaced its previous communications solutions with RingCentral Office for the phone system, RingCentral Meetings for online meetings and sharing screens, websites, and documents, and RingCentral for Google for integrated communications with Google apps such as Gmail and Google Calendar. This solution was an immediate hit for the sales and support teams, and it became the primary tool for collaborating with customers.
Operational Impact
Quantitative Benefit
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