Sparkcentral
About Sparkcentral
Sparkcentral by Hootsuite is a SaaS platform designed to help businesses manage customer service operations across various asynchronous messaging channels such as WhatsApp, Viber, Messenger, email, or web chat along with social platforms Facebook and Instagram. Features include autoresponders, skill-based routing, customer segmentation, notifications, audit trails, single sign-on, prioritization, and reporting.
The application offers an automated message distribution (AMD) engine, which integrates with contact centers and synchronizes all client interactions with a variety of CRM systems including Salesforce, Microsoft Dynamics, and Siebel. The virtual agent framework in AMD allows live operators to collaborate with AI-based chatbots and simultaneously handle multiple customer queries. Its unified platform helps users synchronize live chat on both websites and mobile applications, and view clients' conversation history.
Agents can utilize Sparkcentral’s call-to-message deflection feature to manage customer queues by switching the phone calls to messaging channels. It also enables team members to deliver proactive alerts to clients via SMS or WhatsApp, follow-up on the status of sent messages, and receive information about failed messages.
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Reviews
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- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Great tool for customer service
Reviewed on 2020/02/18
The team is dedicated and provide a good product. Large organisations who rely heavily on chat,...
The team is dedicated and provide a good product. Large organisations who rely heavily on chat, email and phone may struggle in having Sparkcentral as an "additional" tool for social media because it can be tricky to maintain a harmonized / integrated CRM and reporting system.
Pros
Easy to use interface. Good oversight on the customers. The product team is actively pursuing development in bots and AI.
Cons
We have small volumes of social media and as such can't get as good an ROI as hoped.
Reasons for Switching to Sparkcentral
Good quality product with a vision and a decent price.- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Only software to scale as your social channels do.
Reviewed on 2020/02/18
Pros
Standardized queue, automations, support and AM team are amazing!
Cons
Data portion is not customizable, some of the UI elements are inefficient and needs improvement (never expiring pending queue), and no message previews.
Alternatives Considered
SprinklrReasons for Choosing Sparkcentral
Minimal updates, zero QoL improvements, and never implemented any feedback that was provided.Reasons for Switching to Sparkcentral
Reasonable pricing structure- Industry: Retail
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 3.0 /10
Works for consolidating social media but reporting needs serious work
Reviewed on 2020/03/06
Pros
Sparkcentral is great for connecting our various social media accounts and responding to customers across channels but functionality and reporting is limited
Cons
The reporting is next to impossible. The data they collect is mostly useless. Understanding basic insights such as tickets per week, average time solve are very difficult. There's limited ability to classify ticket types and integrating with a CRM is difficult and requires meaningful engineering resources.
- Industry: Aviation & Aerospace
- Company size: 10,000+ Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Very satisfied to date
Reviewed on 2020/02/22
So far so good!
So far so good!
Pros
I really enjoy how streamlined it is and that since everything comes into one place, it allows agents to be more focused on the work at hand.
Cons
While I find it to be fairly intuitive, some of the agents struggle with it. I also think they should have more space in their Snippet Knowledge base.
- Industry: Consumer Services
- Company size: 201–500 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Love SC!
Reviewed on 2020/05/29
The on-boarding process with Sparkcentral has been super easy! Once we made the decision to move...
The on-boarding process with Sparkcentral has been super easy! Once we made the decision to move forward with them the process was extremely quick and went at our pace. We chose when we wanted to go Live, and what our availability was for our virtual training. We were provided with our log-in formation and an information booklet prior to our On-Boarding Class with their Customer Success Manager, [SENSITIVE CONTENT HIDDEN]. Having the log-in information prior to our training class was so beneficial because we were able to familiarize ourselves with the program and come prepared with questions. We felt we had all the time we needed and more provided to us for our virtual class and left feeling very confident in how to use the program.
Pros
The platform itself is extremely user friendly and our staff have voiced how much they prefer this new program over our old one. Tracking is much more detailed and the internal chat system has been a blessing for our employees.
Cons
Reporting is very detailed but I wish more the information was accessible without exporting and that we could look at the stats (first time to reply, etc) as a whole rather than by facebook page - though I am told they are working on this!
Sparkcentral FAQs
Below are some frequently asked questions for Sparkcentral.Q. What type of pricing plans does Sparkcentral offer?
Sparkcentral offers the following pricing plans:
- Starting from: US$600.00/month
- Pricing model: Subscription
- Free Trial: Not Available
Contact Sparkcentral for pricing details
Q. Who are the typical users of Sparkcentral?
Sparkcentral has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Sparkcentral support?
Sparkcentral supports the following languages:
Arabic, Basque, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kazakh, Korean, Latvian, Lithuanian, Malay, Polish, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese
Q. Does Sparkcentral support mobile devices?
Sparkcentral supports the following devices:
Q. What other apps does Sparkcentral integrate with?
Sparkcentral integrates with the following applications:
Instagram, Messenger, Meta for Business, Viber, WhatsApp
Q. What level of support does Sparkcentral offer?
Sparkcentral offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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