SOURCE: Sparkcentral, Inc.

Sparkcentral, Inc.

November 01, 2016 08:00 ET

DreamHost Achieves Next Level Social Customer Care with Sparkcentral

Sparkcentral's Secure Authentication powers DreamHost's full-resolution customer service on Twitter and Facebook

SAN FRANCISCO, CA--(Marketwired - November 01, 2016) - Sparkcentral, the leading social and mobile customer engagement platform for enterprises, today announced DreamHost has deployed Sparkcentral's Secure Authentication service, to safely verify and connect customer identities on social media, making it a full-resolution customer service channel.

With hundreds of millions of consumers now using Facebook, Twitter and messaging apps to engage with brands for customer service, more and more personally identifiable information (PII) is being shared online, putting customers at risk of identity theft or fraud. A 2013 study by Visa found seven percent of consumers have shared a social security number on social networks, while a 2014 Javelin Strategy & Research report found over 30 percent of social network users have posted their birthdate, 47 percent have shared their email address and another 12 percent have shared their phone number publicly while engaging online.

"A major concern brands have when attempting to offer full-resolution service on social is collecting, verifying and protecting the customer information that is needed to address support issues. This often results in brands deflecting customers to other channels like email, phone or chat," said Davy Kestens, Sparkcentral CEO. "Concerns around customer data are real, but they do not need to be a roadblock to securely resolving customer issues over social media."

DreamHost's team of social customer care agents help serve the more than 400,000 customers and 1.5 million sites that trust DreamHost to be their online home. Using Secure Authentication, the award-winning hosting company can now quickly collect PII, such as account numbers and email addresses, from customers on social channels without forcing customers to switch to other support channels, or share PII publicly to get issues resolved.

"Before we started using Secure Authentication our social customer care agents often had to direct customers back to the email ticketing channel to get certain issues fully resolved privately. This limited our effectiveness in solving customer issues in-channel on Facebook and Twitter," said Marissa Hanson, Product Marketing Manager, DreamHost. "Our team can now handle and solve almost any customer issue on social media, reducing the burden of effort on customers and enabling our social customer care agents to make a real contribution to our overall service strategy."

Key Benefits of Secure Authentication:

When security-related technological constraints are removed, both the agent and the customer have a more positive experience. The agent is able to fix an issue without passing the customer off to another channel and the customer is able to stay on their preferred channel and get an issue resolved much faster with less effort.

  • Faster resolution time and happier customers: DreamHost is preventing customer frustration with a seamless, efficient solution that enables its customers to provide personal and confidential information and get issues resolved within the same channel they reached out on.
  • Avoid channel-hopping: DreamHost can now ensure its social customers are who they say they are by automatically requesting profile authentication with Twitter, Facebook, or branded customer accounts -- much like a rewards program, or membership system.
  • Branded experience: By transforming the Secure Authentication interface to match its brand, DreamHost has customized and tailored the look-and-feel of its secure authentication experience so customers know they can confidently trust where their information is going.
  • Create a unified view of the customer: DreamHost now has a simple and reliable way to connect its customers to their Twitter and Facebook accounts.

About DreamHost

Since 1997 DreamHost has helped entrepreneurs and developers the world over bring their dreams to life on the Internet. From domain registrations to web hosting and even powerful cloud storage and computing services, more than 400,000 customers trust DreamHost to be their online home. Focused on WordPress and packed with unbelievable value, DreamHost is the best place to launch a blog, website, or web application into the stratosphere. Learn more at www.DreamHost.com.

About Sparkcentral

Sparkcentral is the leading mobile and social customer engagement platform. Customer-obsessed companies use Sparkcentral to manage and resolve customer service interactions over social and mobile channels in a simple, streamlined and fun way. With the fastest customer routing and prioritization technology in the business and innovative workflow optimization and reporting tools, Sparkcentral helps global brands like T-Mobile, Delta Air Lines, Uber, Nordstrom, JetBlue and Zappos deliver effortless customer service experiences and drive brand loyalty. A recent CODiE Award winner for Best Customer Service Solution, Sparkcentral is headquartered in San Francisco, CA and has its EMEA headquarters in Hasselt, Belgium.

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