Hootsuite Acquires Leading Digital Customer Engagement Platform Sparkcentral

Sparkcentral brings advanced customer care conversations to the Hootsuite platform for a unified customer journey VANCOUVER, BC, January 6, 2021  — Hootsuite today announced its acquisition of Sparkcentral, a leading SaaS provider enabling the future of digital customer engagement through 1:1 conversational messaging channels including Instagram, Facebook Messenger, Twitter, WhatsApp, WeChat, SMS, and Chat. Based […]

5 ways to direct your customers to WhatsApp

Getting started with WhatsApp? Great! Time to develop a WhatsApp strategy and to let your (potential) customers know that they can engage with your brand on their favorite messaging channel. Here are some of our best practices to start the conversation right away!  #1 – Use WhatsApp QR-codes online & offline  Create your own and […]

Trends for Customer Care Messaging in 2021

Can’t wait for 2020 to be over? Luckily for you, a new year is just around the corner and we’re already busy analysing what it has in store for us. Discover these 6 tips from our messaging CX experts and start 2021 fresh!  #1 – Make your conversations hyper-personalized 💬 Personalization has been a major […]

What if language wasn’t an obstacle for messaging in customer support?

We know that language has always been a challenge for customer service. Support through Whatsapp, Facebook, Twitter – or any messaging channel – should be effortless, personalized and efficient. But when you’re not communicating in your customers native language, is it really? Being able to speak to someone in your own language establishes trust, which […]

“Technology should enable human connections, but never replace them.”

citizenM does probably not need an introduction. They’re widely known for offering affordable boutique hotels in the most exciting cities of the world. Part of their worry-free traveling is the innovative use of technology. They are ‘never not innovating’. And recently they’ve extended their Sparkcentral platform with several chatbot projects. The perfect time to catch-up […]

Enabling a unified and engaged way of learning through WhatsApp

Aprende Institute is a leading online education platform offering a wide array of online training and courses. Empowering their growing community of 30,000 students to acquire high-demand skills and turn their interests into income – by starting a new business or a new career. Their biggest challenge was to make digital conversations personal. And they […]

Retail in 2020: How to excel in customer experience for online shoppers

The COVID-19 pandemic has changed the way people shop, work, and live. Driven by new circumstances, consumers are moving away from physical stores to digital shopping. In the US, for instance, e-commerce is set to grow by almost 20% in 2020 and similar trends are sweeping Europe, China, and other regions. The use of social […]

Set service level goals (SLA’s) for your digital messaging channels

LESSONS LEARNED & BEST PRACTICES WITH SLAS IN DIGITAL CUSTOMER SERVICE A SLA Management system is designed to help you define demand, monitor performance, and review opportunities in your business. By helping you to identify and resolve any issues and weaknesses, an SLA system will ensure that your customers get superior service and support. And […]