Hootsuite, one of the world’s leading social media management platforms has recently acquired Sparkcentral, a Belgian-American SaaS company specializing in digital customer service.
On this note, Tom Keiser, CEO, Hootsuite stated, “Our world is digital—social and messaging platforms have increasingly become where people are looking to engage with brands and organizations. Our customers have been asking for more capabilities in the area of social customer care and we’re excited to expand our offering with this new acquisition.”
This acquisition by Hootsuite will further strengthen its social media management services to the global users and clients by unifying and automating the customer experience.
Sparkcentral, which is a customer-engagement platform having messaging app integrations with Twitter, Whatsapp, Instagram, Facebook Messenger, etc will lead to the advancement of Hootsuite’s customer communication technology by the use of virtual agents and automated messaging distribution.
A research report by Gartner had predicted that nearly 15% of all customer service communications would be AI-enabled by 2021. This has taken a positive turn and the current acquisition of Sparkcentral will pave way for more such customer communication platforms to rise in the future.
As the citizens of the world are moving towards quicker response times and hi-tech enabled communication platforms, the customer journey will also be simplified through the AI-enabled messaging systems, one-on-one smart communication, and a shorter response time. There is a massive scope in hi-tech customer servicing for brands to scale and Hootsuite has tapped into this at the right time to make the most of this opportunity.
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