What users are saying about
2 Ratings
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Score 9 out of 100
23 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Acquire.io

Our company uses Acquire's co-browse and chat functionality to assist customers with technical issues with our website, help clarify what to enter into our online loan applications, and provide service through website and mobile chat. It is very effective for these use cases.
Brad Tharp | TrustRadius Reviewer

Sparkcentral, by Hootsuite

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

Pros

Acquire.io

  • 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.
Brad Tharp | TrustRadius Reviewer

Sparkcentral, by Hootsuite

  • 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

Acquire.io

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

Sparkcentral, by Hootsuite

  • 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

Acquire.io

No score
No answers yet
No answers on this topic

Sparkcentral, by Hootsuite

Sparkcentral, by Hootsuite 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

Acquire.io

Acquire.io 9.0
Based on 2 answers
They are very responsive to inquiries, and quickly make product changes when asked.
Brad Tharp | TrustRadius Reviewer

Sparkcentral, by Hootsuite

Sparkcentral, by Hootsuite 9.0
Based on 4 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

Acquire.io

We looked at ZenDesk, Genesys, and other products.We selected Acquire because their online demo is pretty amazing, they are easy to integrate/implement, and were very responsive during initial conversations.
Brad Tharp | TrustRadius Reviewer

Sparkcentral, by Hootsuite

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

Acquire.io

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

Sparkcentral, by Hootsuite

  • 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

Screenshots

Pricing Details

Acquire.io

General

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

Acquire.io Editions & Modules

Additional Pricing Details
When you sign up for your trial of Support you'll have access to all Team Package features. At any point during the trial, you can choose a plan and pay by credit card, debit card or paypal from within your account.

Sparkcentral, by Hootsuite

General

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

Sparkcentral, by Hootsuite Editions & Modules

Edition
Starter Package$1
Omnichannel Package$$2
Enterprise Package$$$3
  1. Unlimited amount of seats, Best for starters in Messaging
  2. Unlimited amount of users, Best for growing Messaging Teams
  3. Unlimited amount of users, Best for advanced organizations
Additional Pricing Details
Starter Package $ Unlimited amount of seats Best for starters in Messaging Channels can include Facebook, Instagram, WhatsApp, Twitter, Web Chat, App Chat, SMS, Webform Access to all platform features Basic chatbot and automation options No API integrations Up to 2000 closed conversations/month Self service onboarding 24/7 support Omnichannel Package $$ Unlimited amount of users Best for growing Messaging Teams Channels can include Facebook, Instagram, WhatsApp, Twitter, Web Chat, App Chat, SMS, Webform, WeChat, Telegram, Line, ABC, RCS Access to all platform features AI based chatbot and automation options Standard API integrations Up to 5000 closed conversations/month Guided onboarding 24/7 support Enterprise Package $$$ Unlimited amount of users Best for advanced organizations Channels can include Facebook, Instagram, WhatsApp, Twitter, Web Chat, App Chat, SMS, Webform, WeChat, Telegram, Line, ABC, RCS Access to all platform features Advanced AI based chatbot and automation options Advanced API integrations Custom amount of closed conversations/month Customer Success Manager 24/7 support We calculate our price on monthly conversations. There is no extra fee for extra agents. Price on demand. (Request a Demo only, No Pricing Page available yet)

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