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social customer service
January 17, 2017

Why You Should Invest in Social Customer Service

Social media isn’t just for marketing anymore. In fact, once customers are engaged with your Facebook page or your Twitter feed, the real work begins. New research shows that social media is becoming the prefe...

social customer service fast casual
December 16, 2016

3 Reasons Your QSR Needs a Social Strategy

In recent years, digital and social communication has become the primary form of communication for Americans, surpassing phone and long-form email communication. In fact, JD Power reports that 67% of consumers h...

social customer service
November 18, 2016

Sparkcentral raises $20 Million growth investment

SAN FRANCISCO and HASSELT, November 18, 2016 — Sparkcentral, the leading enterprise digital customer engagement platform, today announced $20 million in new funding. In support of its successful international gr...

October 31, 2016

Are You Tricking or Treating Your Customers?

As a kid, you learned which houses to avoid on Halloween. These were the houses that were too scary or didn’t have the treats you were collecting. Navigating customer service can feel the same to adults. Social ...

October 26, 2016

Join us: Making the Case for Social Customer Care

 “What do people say about you when you’re not around?” For brands, the answer is often found on Twitter and Facebook pages. Take a look at your brand’s mentions and comments – what are people writing? Better y...

October 18, 2016

Customer Care Myth: “Surprise and Delight”

What is “surprise and delight”? When speaking with managers in the customer care space, it’s likely you’ll hear the expression “surprise and delight” mentioned frequently. “Surprise and delight” has been a go-to...

October 7, 2016

7 Customer Service Lessons Shared at SparkCX

For the past three years, Sparkcentral has hosted SparkCX, a customer service industry event in San Francisco, where customers from near and far gather to meet, learn from, and network with each other. It’s an...

September 1, 2016

The Enterprise Social Continuum

And why I joined Sparkcentral Part 2 (1.5 years later) A year and a half ago I made the decision to join Sparkcentral. I joined the company for many reasons but one primarily was due to an observation in the...

call center turnover
August 18, 2016

Top 5 Reasons for Call Center Turnover

Most if not all conversations about customer service innovation revolve around technology. Topics like revamping the contact center with software that automates processes, saves money, improves operations or sav...

social customer care
August 11, 2016

15 Tips for Small Social Customer Care Teams

Social media is becoming one of the fastest growing channels for customer service. In fact, the adoption of social customer care programs has increased more than fivefold since 2010, with 62% of companies havi...

startup
July 25, 2016

How Does Startup Life Compare to Corporate Life?

Until a few months ago, I had never worked at a startup. I’d worked at small companies; I did taxes in college part-time for a bit, worked in retail selling computer software in high school, and worked at a smal...

July 8, 2016

How to Improve Social Care Agent Response Times

First and foremost…HAPPY FRIDAY!!!   I bet right now you’re wondering, in this world of social care and improving the customer experience, what can I do to improve agent response times?   Kudos to you for havi...

customer experience
May 10, 2016

The Missing Link for Great Customer Experience

Last week, I received an email from a club of which I am a member, reminding me to sign up for an upcoming event before the early registration discount expired. Good, I thought, I got a reminder. But the reminde...

WeChat
May 10, 2016

WeChat as a Scalable Service Channel

WeChat is a major messaging service and social networking giant throughout Asia. Increasingly, brands are being asked to engage with and support customers on WeChat, just as they do on Facebook and Twitter. By e...

May 10, 2016

Sparkcentral Adds WeChat Support

Global brands can now better serve the hyper-connected customer through WeChat’s messaging service using Sparkcentral SAN FRANCISCO— May 10, 2016—Sparkcentral, the leading social and mobile customer engage...

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