Real-time social media use pulls retail brands to Sparkcentral

By : |July 31, 2014 0

SAN FRANCISCO, USA: Sparkcentral, a customer service platform powering customer-centric brands, announced it now provides real-time customer service for Men’s Wearhouse, Sears and Lululemon, helping them interact with customers while they’re still shopping rather than when it’s too late.

The demand for Sparkcentral comes at a time when an increasing number of retailers are recognizing the need for real-time social media customer service.

As mobile and social engagement between brands and customers continues to proliferate, Sparkcentral is playing a prominent role in humanizing brand interactions with customers. Seventy-one per cent of consumers who experience fast, effective social media responses from brands will recommend that brand to others, according to research by NM Incite.

“Social employee-to-customer interactions are driving lifetime customer loyalty for some of today’s most prominent enterprise brands,” said Sparkcentral CEO Davy Kestens. “Our retailer customers in particular are finding that customers now expect real-time communication with brands from the moment they walk in the store to when they are at home on social platforms. Better customer service helps brands with both fostering positive social influence for customers as well as improving point-of-sales conversions for brands. We’re excited at the momentum and are dedicated to facilitating the most human customer service on the market.”

“We want to give our customers the best experience possible both online and in-store,” said Bita Ehsanipour, Social Media Manager at Men’s Wearhouse. “Social media gives us the opportunity to engage with our customers in real-time and be a resource for them to discover relevant, engaging content. Sparkcentral, with its easy-to-use queue, helps us identify opportunities to spark a conversation as well as join an existing conversation in real-time. It’s a win-win for our brand and our customers.”

With new executive hires and an ongoing stream of new brands signing up for real-time customer service with Sparkcentral across the airline, consumer and retail verticals, Sparkcentral has experienced 60 per cent quarter-over-quarter customer growth. Earlier in 2014, Gleanster Research found that 73 per cent of top-performing companies identified customer service as a top reason to invest in social media monitoring.

“The proliferation of social media and mobile devices has ensured that the days of reactive customer service are behind us,” said Esteban Kolsky, founder and principal of thinkJar and former Gartner analyst. “Today’s brands must take pains to connect to their customers on a one-to-one basis, proving that they are not only concerned about customer welfare, but prepared to engage on an ongoing basis. Only then can loyalty be fostered.”

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