Brands and customer service teams can now respond and engage with customers at scale in real time on popular photo sharing app
SAN FRANCISCO, CA (FEBRUARY 27, 2019) – Sparkcentral today announced Instagram support for its leading social messaging customer service platform, which allows marketing and care teams to respond and engage customers in real time over the world’s most popular online photo-sharing app and social network.
Sparkcentral’s Instagram support empowers enterprises to centralize social media engagement across sales, marketing, and service, and provide a unified view of all digital channels such as WhatsApp, Facebook, Twitter, SMS, or web chat. This makes Sparkcentral the fastest and most encompassing enterprise social customer service platform for enterprises with high volumes of digital interactions that are looking to have their CRM, social media, and Voice of the Customer systems integrated into one platform.
Unlike competing solutions that treat each comment or post as an isolated ticket or case, Sparkcentral’s platform gives staff the ability to view customer comments or questions in the context of the entire conversation history and assign them to the appropriate agent or marketing staff member. Agents can respond to photo comments, view persistently threaded conversation history, and send content or attachments through a conversation pane with clear visual cues. The addition of Instagram support increases agent efficiency and thus provides the speed and personal touch that customers expect.
Instagram announced in June 2018 that they had reached 1 billion monthly active users, after passing 800 million in September 2017 with 500 million daily users. With almost 1 in 8 people on the planet on the app, Instagram support on Sparkcentral’s platform was a key addition because it gives brands the flexibility to engage customers with modern technology tools on the most influential social media platforms.
“Instagram’s popularity has exploded. Eighty percent of social media influencers prefer Instagram as opposed to others,” said Tobias Goebel, VP Marketing at Sparkcentral. “Our support of Instagram fosters better customer engagement and will help turn loyal fans into loyal customers. We offer ample opportunity for brands to be creative and use Instagram as an extension of their brand’s personality.”
In an industry where every second counts, saving time and retaining the customer is critical. Sparkcentral helps customer support teams manage large volumes of social inquiries in a streamlined and efficient manner. Its blend of traditional social channels with messaging apps, messaging-style web chat embedded in a website or mobile app, as well as SMS not only increases customer satisfaction (CSAT) but also cuts customer service costs by 30 percent.
“Instagram continues to be a very important channel for our brand, and it is one of the first places our customers go to engage with us. We were already using Sparkcentral for Facebook and Twitter, and now that Instagram is added we love that we can use a single platform for all of our social channels” said Samantha Perpignand, Social Media Manager for The Bouqs Company.
Other Instagram integration features of the Sparkcentral platform allow support teams to: pull in brand mentions anywhere on Instagram; pull in relevant media at the beginning of every new conversation; allow agents to hide offensive comments on the page; have a consistent UI/UX with other mediums; respond to relevant messages in real time and send attachments and emojis.
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 and Nordstrom. Learn more at www.sparkcentral.com.