Channels

Social Customer Service

Facebook, Twitter, Instagram: Engage with your customers on social channels. Resolve social customer service issues fast and reliably. Move public comments effortlessly to direct messaging channels without losing context.

Turn social listening into social engagement and care using Sparkcentral

Customers are increasingly turning to social media for customer service. Are you ready to engage, not just listen?

Sparkcentral enables your agents to engage with customers and resolve inquiries on social channels including Twitter, Facebook, and Instagram — quickly and reliably.

Our solution doesn’t treat public and private channels differently: Public posts on your Facebook page can be gracefully moved to Facebook Messenger, showing as one and the same conversation timeline for your agents.

Messaging drives conversion

Aberdeen Research: Giving social consumers the option to get their questions answered through private messaging helps brands realize 2.5x greater annual improvement in conversion rates.

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How to engage with customers over social channels with Sparkcentral

Create raving fans

Social Customer Care done right results in meaningful conversations, effortless service and real increases in loyalty.

Make it easy

Sparkcentral connects with your CRM to give agents a complete view of the customer and their conversation history — so they never have to repeat themselves. It also embeds a knowledge base for fast and consistent responses to frequently asked questions.

Make it Personal

Agents are automatically assigned ownership of conversations they’ve previously replied to. Same-agent routing ensures that new messages from the same customer are automatically routed back to the previous agent if on duty, or the general queue.

Make it flexible

Unlike traditional customer service channels, Sparkcentral Social Customer Care is powered by asynchronous messaging. This means customers can control the pace of the conversation — picking up right where they left off at anytime without the interaction “timing out” or losing context.

Get the insights you need to deliver great service

Turning social from listening to engagement requires new metrics.

With Sparkcentral, you can track KPIs that have traditionally been applied only in the contact center: average handling time, first response rates, time-to-resolution, etc. 

MORE ON DIGITAL METRICS

reporting_dashboard

From dashboards to reports to business intelligence: all digital metrics in one place.

Advanced customer service reporting and analytics functionality helps brands understand and act on customer and team data in real-time and historically.

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Learn More

Make the case for investing in customer service on social and messaging apps: A guide on why to do it, what you need to be successful, and how to measure ROI.

social and mobile customer service

It’s easy to get started with Social Customer Care

Whether you are currently using Facebook, Twitter, and Instagram natively, or are using a social listening tool: Deploying customer service on social channels does not require a rip-and-replace of your existing investments.


Sign up for a demo

Just fill out our Contact form and we’ll quickly be in touch to show you a demonstration of our solution and answer your questions.


Discover the possibilities

During a discovery session either remotely or onsite with your team, our experts will work with you to identify the right
pilot use case.


Operationalize your plan

Our onboarding process includes everything from agent skills to staffing to setting KPIs. We’ve thought it all through, so you can be up and running in just a few weeks.


Launch your pilot

Watch customer satisfaction and loyalty improve, agent productivity rise, and customer service costs decrease.