What users are saying about
1 Ratings
23 Ratings
1 Ratings
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Score 9 out of 100
23 Ratings
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Score 7.6 out of 100

Likelihood to Recommend

17hats

I think it's great for businesses who offer monthly services and want to automate their invoicing. Even for businesses who offer one-off services as well.
Marli Espinales | TrustRadius Reviewer

Sparkcentral

This is a great tool to use to manage social media accounts especially if you have several different pages you manage like we do. It is very user friendly, and easy to train new agents on. I have no complaints. We love this tool! Thank you again Sparkcentral! You rock
Melinda Cox | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

17hats
9.2
Sparkcentral
Customer data management / contact management
17hats
9.0
Sparkcentral
Workflow management
17hats
9.0
Sparkcentral
Integration with email client (e.g., Outlook or Gmail)
17hats
9.0
Sparkcentral
Contract management
17hats
10.0
Sparkcentral
Quote & order management
17hats
10.0
Sparkcentral
Interaction tracking
17hats
8.0
Sparkcentral

Customer Service & Support

17hats
8.0
Sparkcentral
Case management
17hats
8.0
Sparkcentral

Marketing Automation

17hats
8.0
Sparkcentral
Lead management
17hats
8.0
Sparkcentral

CRM Project Management

17hats
9.5
Sparkcentral
Task management
17hats
9.0
Sparkcentral
Billing and invoicing management
17hats
10.0
Sparkcentral

Customization

17hats
8.0
Sparkcentral
Custom fields
17hats
8.0
Sparkcentral

Security

17hats
9.5
Sparkcentral
Single sign-on capability
17hats
10.0
Sparkcentral
Role-based user permissions
17hats
9.0
Sparkcentral

Integrations with 3rd-party Software

17hats
8.0
Sparkcentral
Marketing automation
17hats
8.0
Sparkcentral

Platform

17hats
8.0
Sparkcentral
Mobile access
17hats
8.0
Sparkcentral

Pros

17hats

  • Invoicing
  • Creating online questionnaire
Marli Espinales | TrustRadius Reviewer

Sparkcentral

  • The biggest advantage of the Sparkcentral platform is its "inbox zero" philosophy. With this, our customer support requests are queued within the app, and agents need to work down the queue to keep it empty.
  • The app is designed from the ground up for customer care - instead of taking a generic social platform, and sprinkling in some customer care tools. Everything about Sparkcental is designed for helping our customers.
  • Sparkcentral allows us to do much better CRM. We can make customer notes, see recent interactions, determine who helped the customer (and when).
Anonymous | TrustRadius Reviewer

Cons

17hats

  • Cheaper credit card charges
  • Ability to tweak their questionnaires a bit more
Marli Espinales | TrustRadius Reviewer

Sparkcentral

  • In the beginning our team had the option to see what another user was typing as they responded to a post. With the latest update, this was taken away. That feature was key for us to shadow agents remotely who are still in training to provide real time feedback.
  • Our company has a number of different brands that we manage. Having a truly unified queue would be a great addition for us!
  • The bulk resolve should allow the option to select on the posts that you wish to resolve instead of selecting a time frame for bulk resolve. Often we find that marketing posts generate more volume in the evening. However, there are sometimes posts where the customer needs assistance during that time. So, if we were to bulk resolve for a certain number of evening hours we would potentially miss a customer's concern through that option as it is currently. But, if the option was to go through and select on all marketing posts and then bulk resolve you would ensure that you are not missing a post where a customer needs assistance.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

17hats

No score
No answers yet
No answers on this topic

Sparkcentral

Sparkcentral 8.7
Based on 4 answers
Sparkcentral has never given us a good reason to consider any other option. Aside from all the positive points I mentioned in previous areas of this review, something else that has really impressed us is their customer service (makes sense, they're a customer service company after all!). Any time we have a question or concern, we send them an email and we get a response almost instantly.
Andrew (Drew) Johnston | TrustRadius Reviewer

Support Rating

17hats

17hats 8.0
Based on 1 answer
It's chat based so you have to wait a bit to hear back from them but they have gotten quicker with their responses which I appreciate.
Marli Espinales | TrustRadius Reviewer

Sparkcentral

Sparkcentral 9.0
Based on 2 answers
Sparkcentral is very concerned about its customer satifsfaction, and will go to great lengths to get issue fixed rapidly
Kim Daenen | TrustRadius Reviewer

Alternatives Considered

17hats

No answers on this topic

Sparkcentral

Sparkcentral does what it has offered to do, where other software made empty promises, Sparkcentral delivers. They also inform us, anytime they are undergoing maintenance or when Twitter or Facebook has an API change, where in previous cases we would have to discover this ourselves.
Tukio Machini | TrustRadius Reviewer

Return on Investment

17hats

  • ROI - Saves me time on creating invoices and questionnaires.
Marli Espinales | TrustRadius Reviewer

Sparkcentral

  • Positive: Clients really like the reporting features.
  • Positive: Being able to search users for our clients who may have reported a complaint [somewhere] other than on social media. Also being able to see if they've reached out to us but deleted a comment is helpful.
Renn Johnson | TrustRadius Reviewer

Pricing Details

17hats

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Sparkcentral

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Rating Summary

Likelihood to Recommend

17hats
9.0
Sparkcentral
9.9

Likelihood to Renew

17hats
Sparkcentral
8.7

Support Rating

17hats
8.0
Sparkcentral
9.0

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