Customer Service
Made Effortless
Fully resolve customer service issues on social and messaging channels with the leading customer engagement platform
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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
Companies that use messaging achieve 2.9x greater annual increase in NPS and 25% greater annual growth in revenue than those who do not.
– Aberdeen, 2017
Increase customer loyalty while reducing operating costs
Incorporate messaging-based interactions into your overall engagement and service strategy and transform your contact center into a competitive differentiator.
- Serve customers on messaging channels such as Facebook, Twitter, Messenger, WeChat, In-App, and more
- Work within a single platform with a simple workflow that makes it effortless for agents to handle volumes across all channels you support
Trusted by loved brands
Fully resolve service issues and grow customer lifetime value
Your customers want frictionless, easy, and immediate help when reaching out on digital messaging channels. Eliminate fragmented customer experiences that make customers jump from channel to channel and serve them in the same way as phone and chat.
Collect and verify personally identifiable information (PII) in a secure manner in channel
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
Agents who work on messaging channels can handle 10x more conversations per hour than phone and 5x more than chat agents.
Want to learn how to calculate your ROI?
Monitor and improve agent productivity & effectiveness while improving customer satisfaction
Make it easy for your team to help customers with their inquiries. Sparkcentral’s simple interface and smart workflow delivers the right conversations to the right customer service agent at the right time.
- Arm agents with complete information about the customer and with context of their past interactions
- Gain visibility into team efficiency and schedule adherence and have the data necessary to meet response and resolution time SLAs
- Enable teams to handle larger volumes with smart automations that route messages based on topic, language, or skill
