After trying out a social relationship management platform as well as a social media marketing platform to handle social customer care, DreamHost determined these solutions could not adequately track social service inquires, resolution times or incoming/outgoing volume accurately. Frustrated with the wrong tools for the job, the company finally found Sparkcentral in early 2014. Read this case study to learn how Sparkcentral enabled DreamHost to transform their social channels into top-notch full servicing channels.
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 them to full resolution. Sparkcentral really allows us to take ownership of issues.
-Sean Hubbard, Tech Support Lead, DreamHost
Download this case study and see how DreamHost:
- Successfully transformed Twitter and Facebook from inconsistent service channels into viable, first-contact resolution channels
- Uses Secure Authentication to collect and handle personal information securely
- Significantly reduced response and resolution times using the Sparkcentral Customer Engagement Platform
DreamHost began to provide customer support to customers on Twitter and Facebook in 2011. Initially the technical team helped troubleshoot service issues and determined the status of existing support tickets. With customer service on social media still in its infancy, DreamHost was early to the game and began to manage incoming social inquiries with a small team.
After trying out a social relationship management platform as well as a social media marketing platform to handle social customer care, DreamHost determined these solutions could not adequately manage and track social service inquires, resolution times or incoming/outgoing volume accurately. With limited reporting and workflow constraints, the team did not have a full picture of what was going on in their social service channels and were not able to quickly and easily resolve customer inquiries.