Sparkcentral has taken Brussels Airlines' social media customer service to a whole new level
Updated April 30, 2015

Sparkcentral has taken Brussels Airlines' social media customer service to a whole new level

Kim Daenen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Sparkcentral

Sparkcentral is used by the Social Media team of Brussels Airlines to provide customer service to our passengers on the go, via the channels they choose. Thanks to Sparkcentral we have significantly improved our response times on Twitter and Facebook and hereby increasing customer satisfaction and managing our reputation in a more efficient way.
  • Sparkcentral lets us have a super efficient overview of customer requests via social media. Multiple team members can work in the tool without the threat of double answers to the same request.
  • The assign option within Sparckcentral allows you to implement the tool throughout your organization and assign questions to the concerned departments, which is extremely important when you're in a complex business like aviation.
  • Sparkcentral allows you to see the entire history you've had with a customer, so you never have to worry about giving an embarrassing answer and most importantly, it allows you to have an even more personalized conversation with your customers.
  • It would be great if Sparkcentral could capture all our online customer requests and reviews, meaning aviation and travel forums. That way we could manage the conversations with our clients even better
  • The reporting functionalities could be improved, so that KPI's can be evaluated better, but I know that Sparkcentral is working on this. Their teams are constantly working on improving the product.
  • We have definitely improved our customer service on social media thanks to Sparkcentral. People get answers to their requests a lot faster since we started using the tool.
  • Our social media team members can work more efficiently now that they only have one tool to manage several accounts and they can assign specific questions immediately to the right person.
I would highly recommend Sparkcentral to any social media manager or marketing manager who is serious about social media servicing and looking to improve their customer relationship management. I would not recommend the tool to very small companies who receive less than 10 requests per day as there are other tools available out there for very small accounts.

Using Sparkcentral

The tool works great for us and we have no doubt that we will continue to use it in the future.

Sparkcentral Implementation

Sparkcentral Support

Sparkcentral is very concerned about its customer satifsfaction, and will go to great lengths to get issue fixed rapidly.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - Yes! We have a direct contact at Sparkcentral who makes sure that we get a timely response to any issues we encounter