Acquire.io vs Sparkcentral, by Hootsuite

• Acquire is easy to implement and integrate with websites.
• Very responsive to new development requests and support.
• Acquire is esy to use for both the customer and service agent.

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• 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).

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• The product is stand-alone chat and co-browse, not really omni-channel.
• Workforce management features, work distribution and control, could use some improvement.

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• 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.

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• Acquire gave us chat as a service channel.
• It gave us insight and details on long-standing, but hard to prove, website concerns.

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• 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.

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