We’ve grown Western Union’s social care requests by 50x in the last three years. In order to handle this increase, we needed the right technology for our team to support customers in 200 countries and across several languages. Using Sparkcentral has enabled our team to scale seamlessly and focus on what they do best – caring for our customers!
Karen O’Brien, VP of Global Social Media at Western Union
Power low effort 1:1 service interactions
The Sparkcentral Customer Engagement Platform
Make it easy and enjoyable for them to do their work by getting the right messages to the right agent at the right time. Go one step further by arming them with complete and contextual customer information.
Have visibility into team performance and lower the cost of servicing customers. Track and measure customer satisfaction, evaluate agent performance and use your data to optimize your team’s effectiveness.
Our guests don’t see the difference between digital and physical customer experiences. Sparkcentral helps us enhance the care we are provide digitally and build and maintain personal connections.
Mike Byrom, Director, Guest Experience, WestJet
Eliminate fragmented customer experiences that make customers jump from channel to channel and serve them on social channels in the same way as phone and chat.
- Collect and verify personally identifiable information (PII) in a secure manner
- Build a comprehensive picture of the customer by pulling in important contact attribute information from your CRM platform
- Incorporate customer interactions on social channels into the overall customer record
When we found Sparkcentral, the first thing we loved was the clean and simple user interface. From there we discovered that the platform fit really well with our needs from a partnership perspective we found it a pleasure to work with the Sparkcentral team.
Helen Wang, Sr. Manager, Training & QA, Sunrun