Sparkcentral

Customer service platform for asynchronous messaging

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.


Images

Sparkcentral Software - Centralized Customer Care - Manage all channels in one universal queue with Sparkcentral's easy-to-use Agent Desktop.
Sparkcentral Software - Personalization - All relevant customer data is at your fingertips: data shared by the digital channel, CRM, data collected by your bot, data manually entered by service agents
Sparkcentral Software - Chatbots - Leverage the same bot across different interfaces to automate engagement, quickly respond, and optimize your workflow
Sparkcentral Software - Reporting - Monitor performance in real-time with analytics on the metrics that matter most to you, such as your CSAT, SLA, CES, and agent & cost efficiency
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Sparkcentral video
Sparkcentral Software - Centralized Customer Care - Manage all channels in one universal queue with Sparkcentral's easy-to-use Agent Desktop.
Sparkcentral Software - Personalization - All relevant customer data is at your fingertips: data shared by the digital channel, CRM, data collected by your bot, data manually entered by service agents
Sparkcentral Software - Chatbots - Leverage the same bot across different interfaces to automate engagement, quickly respond, and optimize your workflow
Sparkcentral Software - Reporting - Monitor performance in real-time with analytics on the metrics that matter most to you, such as your CSAT, SLA, CES, and agent & cost efficiency

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Starting Price

US$600,00
month
No pricing found

Pricing Options

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Free trial
Free version
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Features

57
110

Integrations

5
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Ease of Use

4,4 (15)
4,2 (228)

Value for Money

4,2 (15)
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Customer Service

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Reviews

Overall rating

4,2 /5
(15)
Value for Money
4,2/5
Features
3,8/5
Ease of Use
4,4/5
Customer Support
4,6/5

Already have Sparkcentral?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 15
Ashley
Overall rating
  • Industry: Consumer Services
  • Company size: 201–500 Employees
  • Used Daily for 1-5 months
  • 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!

Danny
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • 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

Sprinklr

Reasons for Choosing Sparkcentral

Minimal updates, zero QoL improvements, and never implemented any feedback that was provided.

Reasons for Switching to Sparkcentral

Reasonable pricing structure
Eric
Overall rating
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • 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.

Stefan
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501–1 000 Employees
  • Used Daily for 2+ years
  • 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.

Alternatives Considered

Khoros Marketing and Sprinklr

Reasons for Switching to Sparkcentral

Good quality product with a vision and a decent price.
Mathieu
Overall rating
  • Industry: Aviation & Aerospace
  • Company size: 10 000+ Employees
  • Used Daily for 1-5 months
  • 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.

Showing 5 reviews of 15 Read all reviews

Sparkcentral FAQs

Below are some frequently asked questions for Sparkcentral.

Sparkcentral offers the following pricing plans:

  • Starting from: US$600,00/month
  • Pricing model: Subscription
  • Free Trial: Not Available

Contact Sparkcentral for pricing details

Sparkcentral has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

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

Sparkcentral supports the following devices:

Sparkcentral integrates with the following applications:

Instagram, Messenger, Meta for Business, Viber, WhatsApp

Sparkcentral offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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