Social media platform
We have been amazed over the past few years as to why customer support/retention has been the afterthought of the social media platform market. This is incredibly strange, because everyone knows that customer retention is multiple times more cost effective than acquisition.
The social market is filled with Marketing-centric products or “check box” customer support bolt-ons. Marketing and customer service are two completely different business units with different success metrics, and they need different applications.
Sparkcentral exists in this subtle but key distinction, and is purposely built as a social customer service platform geared towards large enterprises with a goal of increasing their Customer Lifetime Value (CLV).