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- Case Studies
DreamHost shares why they transformed their social media pages into viable, first-contact resolution channels. Learn how they got started, and the result they've achieved....
Download this free eBook to learn about the steps that management at companies like Uber, Zappos, and Dropbox took to offer social customer service the right way. You’ll come away with key insights and guidance on proving the ROI of investing in needed processes and technology.
Would you like fries with that? Read this guide to delivering amazing customer experiences at your quick service restaurant. We serve up best practices, hiring and staffing tips and other sure-fire ways to upgrade your operations in this industry-specific guide.
Learn best practices to forecast staffing, how to report on real-time activity, and ways to improve your team’s efficiencies during the holidays.
DreamHost Improves Response Times and Makes Social a Full-Service Digital Support Channel with Sparkcentral
Discover how DreamHost took their social care initiatives to the next level and became the first web hosting company to provide secure issue resolution.
Are you considering providing 24/7 social customer care? Learn how WestJet built a social care program that built a foundation for around-the-clock social media customer care - a first in Canada!
Find out how Emirates tailored their social media customer care strategy to provide best-in-class service, significantly reduce response times and resolve 3x more customer issues.
Social care leaders in the financial services industry, Western Union, shares how they operationalized and scaled their social care efforts to better reach a mobile international customer base.
Stop focusing on delighting customers - seriously. Learn how providing consistently effortless experiences impacts customer loyalty and spending in this report, as well as three rules for delivering low-effort interactions.
Finding the right balance between customer service and marketing on social media doesn't have to be challenging. Learn how Discover found social care and engagement success by aligning marketing and customer service initiatives.
Leading a social care team at an airline? Get industry-tested best practices for taking your airline's social customer service team to new heights.
Understand social customer service agent hiring, training and compensation trends and learn how to measure your team's successes with this proprietary report.
Listen to best practices around building a top-performing contact center team for social media customer care. We break down trends, tips and things to know as you form and grow your social service team.
Hear from Gartner Research Director, Jenny Sussin, on the evolution and maturation of social as a full resolution service channel. In this webinar, you'll learn what brands can do to adopt social customer service as part of their multichannel service strategy.
Effort is one of the driving reasons for customer disloyalty. Watch to learn how providing low-effort experiences increases customer loyalty and engagement with customers.
Understand how JetBlue built a low-effort service organization that has increased guest loyalty, improved agent productivity and established them as airline customer care leaders.
Read about how personalized social customer service increases engagement and creates brand advocacy.
Learn 10 steps to getting better social intelligence and metrics that tie to real business goals, while coordinating a holistic approach to team reporting.
Find out how brands communicate with their customers at scale within the Sparkcentral customer engagement platform. This overview highlights key features that enterprises rely on to enhance brand communication, improve customer satisfaction and deliver promised value, faster than the competition.
How Communication Service Providers can open the lines of communication and interact with customers on their terms
Read how leading Communication Service Providers like T-Mobile have built successful social care programs that reach customers where they are and results in full service resolution and decreased servicing costs.
Are you using a marketing tool for your customer engagement efforts?
Every customer has the potential to become engaged, but it requires a strategic approach. Get this report to read more about how social customer service fuels customer engagement and loyalty.
Ian Jacobs, Senior Analyst at Forrester Research, lays out the use cases for various types of social customer service tools and discusses how choosing the correct toolset creates satisfied customers.
Learn how aligning customer support and marketing allowed Discover to successfully bring award-winning customer service to social channels.
Find out how Jack in the Box leverages social media to provide full resolution customer care, increase fan engagement and build brand loyalty.
With Sparkcentral, Emirates can prioritize queries to make sure the most immediate needs of travelers are addressed. Within the first day we reduced response times from 5 hours to 30 minutes.
Karen Bell-Wright, Senior Vice President, Retail and Contact Centres