Resolve 100% of customer issues securely, quickly, and at scale
The Sparkcentral Customer Engagement Platform
For your customers
For your agents
For your managers
The way to maintain customer connections today is to reduce customer effort in engaging with your company.
Value their time by fully serving them on messaging and social channels.
Make it easy for your customers to reach you and provide them with amazing service regardless of the way they contact you
Collect PII and verify customer identity securely to resolve any issue
Know who your customer is and their past interactions
Implement a workflow that delivers conversations to the right customer service agents at the right time
Our team works with your team to ensure a low-effort experience
Know who you’re talking to
Rich Customer Profiles
INTEGRATE & CONNECT
Connect social profiles with CRM data for a complete picture of the customer.
Maintain customer trust by collecting confidential information via an encrypted environment.
UNIFY CUSTOMER INFORMATION
Build a verified customer profile across all social channels and have necessary context.
Show that you care by setting reminders to check in or follow up with customers.
As a part of the general support team at DreamHost, I expect my social media team to be able to cover most things and bring it to full resolution. Sparkcentral really allows us to take ownership of issues, regardless of where our customers are reaching out.
Sean Hubbard, Tech Support Lead, DreamHost
Maximize agent satisfaction and productivity with an interface built to help you easily resolve customer issues
Respond fast and with context
Routing & Prioritization
Maintain a threaded customer conversation history across social and mobile messaging channels to reduce unnecessary back and forth with the customer.
Work smart, collaborate, and scale
COLLABORATE & SHARE
Keep the team up to date by communicating about key topics and trending issues within the app.
A streamlined interface keeps you focused on the conversation, reducing click friction by eliminating unnecessary workflows.
ACCESS KEY INFORMATION
Share knowledge about key topics with the rest of the team and maintain consistency in responses.
Built-in automations ensure that the most urgent conversations are pushed to the next available agents.
Sparkcentral provides an effortless workflow that was built to mimic the processes of a contact center and facilitates team collaboration at scale.
Karen Bell-Wright, Senior Vice President, Retail and Contact Centres, Emirates
Measure customer satisfaction, track team performance, and use your data to optimize your team’s productivity
Get context and visibility
Separate the signals from the noise and know what is happening and why. See what topics and questions are trending and create a plan to address them and drive down response times.
Optimize team productivity
Evaluate team performance in real-time and identify areas for improvement. Optimize staffing and SLAs on your social channels to meet your customer service demands.
Collect customer feedback
Collect and understand CSAT and NPS feedback. Know if your customers are satisfied with their interactions and train team members on interactions that drive the most customer loyalty.
Sparkcentral’s reporting functionality and real-time metrics dashboard have given us an intuitive and simple way to keep a pulse on our social media engagement. This, coupled with Sparkcentral’s powerful workflow and routing functionality, makes for a seamless process as we take care of our customers when it matters most.
Laurie Meacham, Manager Customer Commitment