Case Study: DreamHost achieves faster response times and full-resolution social support with SparkCentral

DreamHost Improves Response Times and Makes Social a Full-Service Digital Support Channel with Sparkcentral

DreamHost, a web hosting and cloud services provider serving more than 400,000 customers and 1.5 million sites since 1997, began offering customer support on Twitter and Facebook in 2011. As social demand grew, the team found its existing social marketing and engagement tools couldn’t track or route service inquiries, measure resolution times, attach social interactions to customer records, or securely handle PII—leading to slow responses, repeated deflections to other channels, and coverage gaps.

In early 2014 DreamHost implemented Sparkcentral, using automations for queue management and reporting, proactive social searches, and Sparkcentral’s Secure Authentication to collect PII safely on-channel. The result: response times fell from hours to minutes, the dedicated social team grew 5x, DreamHost resolved issues end-to-end on Twitter and Facebook without channel-hopping, increased social care volume and investment, and earned Host Advice’s Best Customer Service Award in 2016.

DreamHost

Sean Hubbard

Tech Support Lead