customers

Customers

Make it easy for your customers to reach you and provide them with amazing service

happy customer on phone

01. REDUCE EFFORT
Our team works with your team to ensure a low-effort experience for your agents, managers, and customers.

02. RESPOND QUICKLY
Implement a workflow that delivers conversations to the right customer service agents at the right time.

03. OFFER RESOLUTION
Collect PII and verify customer identity securely to fully resolve any issue.

04. HAVE CONTEXT
Know who your customer is and understand their past interactions.

Companies that use messaging achieve 2.9x greater annual increase in NPS and 25% greater annual growth in revenue than those who do not.

– Aberdeen, 2017

100% issue resolution without channel-hopping

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

Sean Hubbard
Tech Support Lead, DreamHost

agents

Agents

Respond fast and with context

Maximize agent satisfaction and productivity with an interface built to help you easily resolve customer issues

Automatically push customer conversations to available customer service agents and eliminate confusion and overlap.

Maintain a threaded customer conversation history across social and mobile messaging channels to reduce unnecessary back and forth with the customer.

topics

Organize and route specific high-value customers to the right agent based on key topics, issues, or other relevant information.

COLLABORATE & SHARE
Keep the team up to date by communicating about key topics and trending issues within the app.

WORK INTUITIVELY
A streamlined interface keeps you focused on your customer, reducing click friction by eliminating unnecessary workflows.

PRIORITIZE AUTOMATICALLY
Built-in automations ensure that the most urgent conversations are pushed to the next available agents.

ACCESS KEY INFORMATION
Quickly share knowledge about key topics with the rest of the team and maintain consistency in responses.

INTEGRATE & CONNECT
Connect social profiles with CRM data for a complete picture of your customers.

AUTHENTICATE SECURELY
Maintain customer trust by collecting needed confidential information via an encrypted environment.

customer profile

UNIFY CUSTOMER INFORMATION
Build a verified customer profile across all social channels and have necessary context needed to reach full resolution.

BE PROACTIVE
Show that you care by setting reminders to check in or follow up with customers.

Preparing a digital contact center team for social and mobile future

Sparkcentral provides an effortless workflow that was built to mimic the processes of a contact center and facilitates team collaboration at scale.

karen emirates

Karen Bell-Wright
Senior Vice President, Retail and Contact Centres, Emirates

business

Business

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. Understand your team performance and areas of optimization.

Collect customer feedback

Collect and understand CSAT and NPS feedback. Know if your customers are satisfied with their interactions and train team members on techniques that drive the most customer loyalty.

Making data-driven decisions in real-time

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 jetblue

Laurie Meacham
Manager Customer Commitment, JetBlue

Better together

Connect Sparkcentral with your existing contact center platforms for a complete view of your customers
integrations