We’re excited to share Sparkcentral was named Best Customer Service Solution at the 2016 SIIA CODiE Awards. The award, presented by the Software and Information Industry Association (SIIA), the principal trade association for the software and digital content industries, was awarded May 19th after a first round of judge evaluations and a second round review and vote by SIIA Members.
This award win reflects our dedication to helping brands deliver personalized and amazing customer experiences at scale across any modern messaging channel, and validates our commitment to enabling businesses to engage customers in more meaningful ways on the channels they prefer. We’re excited to continue leading the industry with more innovations to improve customer experiences and help brands stand apart. This year alone was one of our busiest years for new developments to boost customer service delivery for our customers. In just the last six months, we shipped the following updates to the Sparkcentral customer engagement platform:
CRM and workforce management integrations
With our new CRM integrations, brands can create a unified customer view by bringing together the context-rich customer data in Sparkcentral with any CRM they have in-house, whether it’s Salesforce, Genesys or something totally custom and homegrown. With Sparkcentral’s workforce management integrations, social customer service teams can ensure they have the right number of reps on staff at the right time and avoid throwing money away or frustrating customers by either over or under staffing.
Facebook Messenger support
Sparkcentral is one of the first social customer service platforms to integrate directly with the Messenger platform, pulling all historic, threaded Messenger-based customer communications into the into Sparkcentral environment so care agents have the context they need, the moment they need it. With Messenger integration, brands can deliver quick and personalized support through the massively popular chat app.
With WeChat support, brands can engage with and support 700 million more customers throughout China and internationally, just as they do on Facebook and Twitter. Adding WeChat support will help brands and customer care teams move towards full, high-volume, enterprise-grade customer service resolution.
Customer Feedback within Twitter
In order to improve experiences, brands that provide support on Twitter can now easily obtain feedback from the customers they interact with in a simple and structured way. Customer service agents can ask customers to fill out an NPS or a customer satisfaction (CSAT) survey with one click, and teams can use the Customer Feedback Dashboard to analyze NPS and CSAT scores, along with historical trends for both.
Sparkcentral’s Secure Authentication service enables enterprises to compose a branded authentication experience where sensitive customer information like account numbers, email addresses, and phone numbers can be shared through a secure and encrypted environment. Secure Authentication provides a redirect for the submission of account information directly from customers to care, enabling agents to provide quicker support after receiving the exact information they need. This data can then be automatically synced to the unique customer profile in Sparkcentral for instant access by customer service agents.
About the CODiE Awards
Since 1986, the SIIA CODiE Awards have recognized numerous software and information companies for achieving excellence. The CODiE Awards remain the only peer-recognized program in the content, education and software industries, and serve as incredible market validation for a product’s innovation, vision and overall industry impact. For more information, visit http://www.siia.net/codie/.
SIIA is the leading voice for technology, data and media companies. Companies rely on SIIA to help drive innovation and growth of their industries through public policy efforts, in-person and online events and the protection of intellectual property. For more information, visit http://www.siia.net/About/About-SIIA.