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Is "Native" Broken? Using In-App Messaging for Mobile Customer Service

Posted on 9.02.2015

Customer engagement (and CRM) platform Sparkcentral has launched an in-app messaging solution focusing on helping brands improve their mobile customer service.

Brands using the platform are now able to provide end-users with the ability to securely message a live customer service agent without leaving the smartphone. The ability to resolve end-user problems in-app will likely prove quite attractive to brands, including the customer service teams of companies like T-Mobile, Delta Air Lines, Netflix and Uber, which currently use Sparkcentral’s solution.

“Sparkcentral makes achieving outstanding customer service a cake walk," says Michelle Matson, Director of Social Media Services, T-Mobile. "From being able to create a customized branded experience, to reaching customers on the medium of their choice, Sparkcentral is the go-to if you want happy customers. And, with the addition of In-App Messaging, we will raise the bar on customer service to completely new heights.”

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