Solutions

Omni-Channel Digital Customer Service

Being on multiple channels is not enough. When multi-channel turns into omni-channel, your customers can truly choose the channels that fits them best at any moment, while your agents never miss a beat.

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Omni-Channel Customer Service Improves Productivity

Today, consumers use multiple digital channels to contact enterprises depending on their needs and preferences. With traditional customer service platforms, an agent reacting to a customer’s tweet cannot view this individual’s previous activity on chat, SMS, or other channels.

With cross-channel conversation history, agents on the Sparkcentral platform will be able to see a truly omni-channel, consolidated view of a contact’s conversation history across all chat, social, and messaging channels.

The result is greater productivity for agents and higher satisfaction for customers.

Give your agents an unfragmented view of the true customer conversation history

When using Sparkcentral, agents no longer have to ask contacts to repeat what they’ve said on a different channel. Instead they can see if the contact has posted the same comment in a different channel and whether it is being handled by another agent. If so, the agent can manually resolve the duplicate-topic conversation that was assigned to them without repeating work that another agent is doing.

Cross-channel, multi-account conversation management

Detect matching customer identifiers

Cross-channel conversation history is enabled by detecting matching customer identifiers across different channels. By using unique customer IDs, agents can see all of the conversation history of a customer as one continuous dialog, no matter how often the customer moved from, say, Twitter, to Facebook Messenger, or the company’s web chat and back.

Stop repeating other agents’ work

Agents no longer have to ask contacts to repeat what they’ve said on a different channel, instead they can see if the contact has posted the same comment in a different channel and whether it is being handled by another agent. If so, the agent can manually resolve the duplicate-topic conversation that was assigned to them without repeating work that another agent is doing.

Manage multiple accounts with one team

 For multi-brand retailers, conversations across multiple brands that are managed by the same care team can also be shown in a consolidated timeline. This new feature elevates the traditional customer service solution by creating a non-fragmented view that saves agents time and creates a more seamless experience for the customer.

Learn More

Key to a productive agent is a productive agent desktop. Have a look at how Sparkcentral increases efficiency through an easy-to-use but powerful web app for digital customer service agents.

It’s easy to go Omni-Channel with Sparkcentral


Sign up for a demo

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


Discover the possibilities

During a discovery session, 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. 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.