5 years ago, we brought an industry-defining social media customer service workflow solution to the market. Since then, the impact of customer service on social media has grown due to the work that our customers and other leading brands have been doing – they led the way in defining a new way of communicating with customers. Nevertheless, email and voice are still the most dominant communication channels between brands and consumers today.
This is all about to change.
We’re moving into the age of convenience at a phenomenal pace. Consumer loyalty is no longer driven by the unique products and services you offer, but by how effortless and how convenient it is for them to use those products and services. This is incredibly exciting as the paradigm is shifting and changing business dynamics in an opportunistic way, which will allow you to differentiate from the competition and lead the market by exceeding customer expectations.
Over the last year, I have been meeting with leaders at many companies on how to prepare for a near-term world where messaging has become the primary interaction channel between your brand and your customers. Not email. Not session-based chat. Not phone, but messaging. It’s encouraging to see so many embrace this new way of communicating with customers.
2018 will be the year of frictionless service, delivered through mobile messaging. We’ve got some exciting business solutions coming and I can’t wait to get them into your hands in 2018. I hope to work with you to lead the way in defining the next generation of great customer experiences.
Below you will find highlighted content from 2017 that dives deeper into Sparkcentral’s market vision, please enjoy. Best wishes to you and yours this holiday season and I look forward to connecting in 2018!
Customers Leading the Way in Messaging
Engie Electrabel is a customer in the utilities space who truly shares our larger vision of messaging-based customer service. We’ve partnered together to enhance customer relationships with more personalized, proactive, and convenient communication.
Download These Valuable Reports
Aberdeen Analyst Report
Customer Messaging – Happy Customers, Productive Employees & Better Financials
Watch our Favorite Webinars of 2017
Featuring Steven Van Belleghem
How the Next Phase of Digitization Will Change Customer Expectations
Featuring Forrester Analyst, Art Schoeller
Design Your Contact Center to be Digital and Customer Centric
Catch Up on Our Most Popular Blog Posts
- 20 Important Contact Center Stats: Agents, Processes, and Customer Experience
- Customer Expectations are Evolving Faster Than Ever Before
- How Messaging Safeguards Your Brand’s Reputation