Sparkcentral and Aberdeen Teach the Secret Sauce for Top-Notch Social Customer Care
This on-demand webinar covers current trends in social customer care, latest market research, concrete strategies on how to improve customer satisfaction while driving down costs.
How the best-in-class are using messaging for personalized customer service
Sparkcentral and Aberdeen co-hosted an informational on-demand webinar, December 5, 2018, focusing on how to “stay ahead of the social customer engagement innovation curve” with modern tech tools.
The webinar is led by our very own, Tobias Goebel, VP Product Marketing and Omer Minkara, VP and Principal Analyst at Aberdeen. Goebel was the lead architect behind the award-winning “Margot the Wine Bot” AI chatbot before bringing his fifteen years of expertise in customer service and contact center technology to Sparkcentral. Minkara earned an MBA degree from Babson College, where he participated in the launch of a technology company, creating a customer acquisition and engagement strategy, and developing all the operational and financial forecasts for the enterprise, and is now head of Aberdeen’s Customer Experience practice.
Participants will walk away from the experience with insider knowledge of current trends in the social customer care industry, the benefits of keeping up with modern best practices, the strategies that companies need to revolutionize their existing customer care communication systems, and how this advice has transformed their peers’ businesses.
Keeping up with emerging technologies and meeting consumers where the are
“Customer service has changed exponentially in the last twenty years,” says Goebel. “Ninety-six percent of Americans now shop online. Mobile phones have replaced landlines. Instant messaging is competing not only with email anymore, but now also “public” social media itself. Technology is changing faster than some businesses are aware of. Consumers want fast, accurate service that makes their lives easier, but many businesses have fallen behind the learning curve in terms of customer communication, despite embracing social channels.”
Case in point is how most companies still rely on voice for customer service, despite the fact that 89 percent of consumers would rather use a messaging app, and 70 percent only make personal calls as a last resort. If these stats are any indication, most consumers dread the tedium that making phone calls often entails.
Client success stories
Companies like JetBlue, Netflix, and Western Union are already reaping the rewards of being able to address consumers’ concerns in a fast, secure, scalable manner. Sparkcentral’s premier blend of traditional social channels with more modern messaging apps, in-web/in-app live messaging as well as SMS not only increases customer satisfaction (CSAT) but also cuts company costs by 30 percent. Sparkcentral’s webinar is aimed at forward-thinking businesspeople who want to stay on top of the ever-changing customer experience technology landscape and learn in particular how to take their social customer service to the next level.