Post by account_disabled on Jan 1, 2024 0:54:12 GMT -5
Hootsuite has announced the acquisition of Sparkcentral , the leading provider of SaaS that enables digital customer engagement across personalized conversational messaging channels, including Instagram, Facebook Messenger, Twitter, WhatsApp, WeChat, SMS and Chat. Headquartered in Hasselt, Belgium, and New York, Sparkcentral is the industry-leading social and digital platform for customer services , with strong integrations into the core business systems of customer-centric organizations. The company works with leading brands such as Air Canada , Slack , JetBlue , Axa and Careem . “ We live in a digital world: social and messaging platforms have increasingly become places where people seek to interact with brands and organizations ,” says Tom Keizer, CEO of Hootsuite .
Our customers have been asking for more customer service features on social media and we are proud to expand our offering with this new acquisition ,” he adds. Hootsuite's latest study revealed that more Phone Number List than half of the world's population uses social media . The global pandemic has led to an acceleration of digital transformation, driving customer service to surpass traditional marketing and making it the main focus for brands to meet customer needs. “ Brands and organizations must increase their digital capabilities to connect with their customers through the social and messaging platforms their users use, and not the other way around .” These customer engagements must connect seamlessly with the brand and organizational workflow across all departments that serve customers: marketing, sales, customer service, finance, etc.” explains Keizer.
With Sparkcentral joining Hootsuite, we enable brands of all sizes to create a comprehensive, agile and effective experience for their customers . » Sparkcentral is a complete automated message distribution platform with virtual agent capability for a highly efficient customer service workflow , improving channel alignment and organization of communication between marketing, customer service departments and parties. We have built a robust social customer service platform to enable the world's leading brands, with scalable SLA-based engagement, to be present at every step of the customer experience, from the marketing and sales phase to the after-sales,” explains Christoph Neut, former CEO of Sparkcentral , and now Vice President of Sales at Hootsuite. “ Our two best technologies together will be a disruptive force as we support organizations of all sizes to provide their customers with the highest level of customer support at scale .”
Our customers have been asking for more customer service features on social media and we are proud to expand our offering with this new acquisition ,” he adds. Hootsuite's latest study revealed that more Phone Number List than half of the world's population uses social media . The global pandemic has led to an acceleration of digital transformation, driving customer service to surpass traditional marketing and making it the main focus for brands to meet customer needs. “ Brands and organizations must increase their digital capabilities to connect with their customers through the social and messaging platforms their users use, and not the other way around .” These customer engagements must connect seamlessly with the brand and organizational workflow across all departments that serve customers: marketing, sales, customer service, finance, etc.” explains Keizer.
With Sparkcentral joining Hootsuite, we enable brands of all sizes to create a comprehensive, agile and effective experience for their customers . » Sparkcentral is a complete automated message distribution platform with virtual agent capability for a highly efficient customer service workflow , improving channel alignment and organization of communication between marketing, customer service departments and parties. We have built a robust social customer service platform to enable the world's leading brands, with scalable SLA-based engagement, to be present at every step of the customer experience, from the marketing and sales phase to the after-sales,” explains Christoph Neut, former CEO of Sparkcentral , and now Vice President of Sales at Hootsuite. “ Our two best technologies together will be a disruptive force as we support organizations of all sizes to provide their customers with the highest level of customer support at scale .”