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Cognitive Computing Authors: Liz McMillan, Yeshim Deniz, Pat Romanski, Carmen Gonzalez, Kevin Jackson

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Global Airlines Adopt Sparkcentral for Customer-First Approach

Sparkcentral, the real-time social media customer service platform, has announced that eight global airlines, including Delta Air Lines, Virgin Australia, SWISS International Air Lines, Alaska Air and Brussels Airlines, are using the Sparkcentral platform to handle high volumes of real-time, one-on-one customer inquiries over social media. They join other major business-to-consumer (B2C) brands in harnessing Sparkcentral as a linchpin for becoming more customer-centric.

Sparkcentral was built from the ground up around the customer experience. Rather than treating customers as cases or ticket numbers, the cloud-based platform enables enterprises to put the relationship with the individual customer first—no matter how many people need help at once.

“Sparkcentral simply allows us to provide good old-fashioned customer service, delivered in a high-tech way,” said Jerry Fletcher, Digital Support Manager at Delta Air Lines. The airline services over 160 million customers annually. “Sparkcentral lets us join the social-media conversation and make a difference. My team can talk to the customers one-on-one. It’s simple, it’s clean to use and it has made our life a whole lot easier.”

“After adopting Sparkcentral, we noticed a big change in the efficiency and speed of replying to customers, connecting them to the right information on the website right away,” said Kim Daenen at Brussels Airlines. “We are responding much faster now because we have a better overview of all incoming questions. Our conversations are pushed to us and we receive an overview of all previous interactions with the passenger. What I love most is that many customers say ‘well done’ when we’re done answering their questions and requests.”

Support teams can address inquiries in a structured, real-time manner, across social media platforms. Companies gain operational efficiencies and deflect calls in the process. Customers, in turn, grow loyal to brands that treat them with respect and humanity, on social media channels that they already frequent.

“Regardless of whether millions of people need help at once, or whether a crisis has hit, companies use Sparkcentral deliver the individualized service that makes customers feel appreciated and respected.” said Sparkcentral founder and CEO Davy Kestens. “We’re pleased to embrace the airline industry as yet another industry that chooses to build loyalty through better customer-centric service.”

As customer-service interactions continue to dominate companies’ social media feeds, Sparkcentral is the intuitive choice for major enterprises wishing to optimize their customer service. The Sparkcentral platform is available immediately at Sparkcentral.com.

About Sparkcentral

Sparkcentral enables enterprises to put their customers front and center. Customer service teams use our software to efficiently handle large amounts of inbound inquiries over social media in a fast and structured manner. Many large consumer-focused brands across various industries are adopting Sparkcentral to manage one-on-one real-time relationships with their customers. Visit us at Sparkcentral.com, on Twitter, Facebook, LinkedIn and Google+.

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