SAN FRANCISCO (PRWEB) December 01, 2018
Sparkcentral, the leading enterprise messaging customer service platform company, today announced that it will be co-hosting a free customer communication webinar in conjunction with Aberdeen, available starting Wednesday, December 5, 2018. Titled, “How the Best-in-Class Are Using Messaging for Personalized Customer Service,” the webinar will teach participants how to “stay ahead of the social customer engagement innovation curve” with modern tech tools. Register today and submit your questions at https://info.sparkcentral.com/social-customer-service-webinar-sparkcentral-and-aberdeen.
Participants will walk away from the experience with insider knowledge of current trends in the social customer care industry, the benefits of keeping up with modern best practices, the strategies that companies need to revolutionize their existing customer care communication systems, and how this advice has transformed their peers’ businesses.
The webinar will be led by Tobias Goebel, VP of Product Marketing and Emerging Technologies at Sparkcentral, and Omer Minkara, VP and Principal Analyst at Aberdeen. Goebel was the lead architect behind the award-winning “Margot the Wine Bot” AI chatbot before bringing his fifteen years of expertise in customer service and contact center technology to Sparkcentral. Minkara earned an MBA degree from Babson College, where he participated in the launch of a technology company, creating a customer acquisition and engagement strategy, and developing all the operational and financial forecasts for the enterprise, and is now head of Aberdeen’s Customer Experience practice.
“Customer service has changed exponentially in the last twenty years,” says Goebel. “Ninety-six percent of Americans now shop online. Mobile phones have replaced landlines. Instant messaging is competing not only with email anymore, but now also “public” social media itself. Technology is changing faster than some businesses are aware of. Consumers want fast, accurate service that makes their lives easier, but many businesses have fallen behind the learning curve in terms of customer communication, despite embracing social channels.”
Case in point is how most companies still rely on voice for customer service, despite the fact that 89 percent of consumers would rather use a messaging app, and 70 percent only make personal calls as a last resort. If these stats are any indication, most consumers dread the tedium that making phone calls often entails.
Companies like JetBlue, Discover, and Western Union are already reaping the rewards of being able to address consumers’ concerns in a fast, secure, scalable manner. Sparkcentral’s premier blend of traditional social channels with more modern messaging apps, in-web/in-app live messaging as well as SMS not only increases customer satisfaction (CSAT) but also cuts company costs by 30 percent. Sparkcentral’s upcoming webinar is aimed at forward-thinking businesspeople who want to stay on top of the everchanging customer experience technology landscape and learn in particular how to take their social customer service to the next level.
Based in San Francisco, California, 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 Netflix, Slack, Jetblue, Nordstrom and Discover. Learn more at http://www.sparkcentral.com.
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