Messaging Customer Service Makes Sparkcentral One of 2018's Top 10 CX Solution Providers
SAN FRANCISCO, Oct. 3, 2018 /PRNewswire/ -- Today, the "new kid" on the customer service block, Sparkcentral, the enterprise messaging customer service platform company, announces that it has been recognized as one of the Top 10 Customer Experience Solution Providers in 2018 by Marketing Tech Outlook.
Digital messaging channels such as WhatsApp, Facebook Messenger, but also in-app live customer service messaging, have evolved as proven and effective channels for businesses and customers to communicate with each other. This growth can be attributed to the compelling reasons (consumer preference, lower cost, better CSAT) to opt to asynchronous messaging as a delivery mechanism—both for profitability and scalability. Asynchronous messaging is characterized by having one persistent thread between a customer and a brand on a messaging channel of the customer's choice, and the ability to start and stop the conversation at any time, never fearing to have to start from scratch or repeat oneself.
For more information on asynchronous messaging customer service and Sparkcentral, please visit sparkcentral.com/product.
"Voice platforms, emails, and even traditional live chats are unsatisfying, expensive, and ineffective ways of interacting with the customer of today and their needs," says Joe Gagnon, CEO of Sparkcentral. "In the next two to five years, messaging has the potential to become the preferred method for, interaction and engagement, between customers and companies so that companies can provide extraordinary service on a platform the customers are more comfortable with."
Contrast that with traditional, session-based live chat, where the agent has to be there at the same time as the customer, which leads to frustration on the customer side, and inefficiencies in the contact center.
Recognizing messaging as the preferred platform, not just in social, but also in customer service settings, Sparkcentral has created a digital messaging platform that increases agent productivity with a blend of conversation history, customer, and product data. The solution provides consumers with access to various digital messaging channels and allows them to pick the method most favorable to them. The platform also provides information on customer operations and helps customer service representatives manage all messaging channels holistically. The platform also can identify areas needing improvement due to customer dissatisfaction.
For more information on asynchronous messaging customer service and Sparkcentral, please visit sparkcentral.com/product.
CONTACT: Tobias Goebel, 407-985-6644, [email protected]
SOURCE Sparkcentral
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