News : Sparkcentral Announces Cross-Channel Conversation History Feature for Digital Customer Service Agents
San Francisco, CA, USA, Oct. 9, 2019 -- Sparkcentral, an enterprise digital customer service platform company, announced the rollout of its cross-channel conversation history feature. 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 omnichannel, consolidated view of a contact's conversation history across all chat, social, and messaging channels.
"Our new cross-channel conversation history feature will further boost agent productivity, which is a key brand promise of Sparkcentral," said Abhay Prasad, Vice President of Product Management at Sparkcentral. "When using traditional customer service solutions, it is hard to keep track of the various mediums and platforms that customers are using, leading to longer resolution times, which can frustrate both the agent and the customer. The new feature will allow for a more comprehensive overview of communication between agents and customers, leading to greater cost savings and CSAT scores."
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Posted by Veronica Silva Cusi, news correspondent
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Based in San Francisco, California, and Hasselt, Belgium, Sparkcentral is a messaging customer service platform company with a mission to change the way customer service is delivered around the world. Ninety-seven percent of Americans send a message at least once a day according to Pew Research, yet very few of those messages go to businesses. Sparkcentral aims to change that. The company wants to spark a movement to connect businesses with customers through messaging, whether through social media or private messaging channels such as WhatsApp, Messenger, SMS text, live chat, or any other digital messaging means. Leading brands around the world rely on Sparkcentral’s Messaging Customer Service platform, including Zappos, Jetblue, DirecTV, Netflix, and Western Union.
Published: Thursday, October 10, 2019
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