ApexChat vs. Sparkcentral, by Hootsuite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ApexChat
Score 7.6 out of 10
N/A
ApexChat is a live chat tool from the company of the same name in Pleasonton, California.N/A
Sparkcentral, by Hootsuite
Score 9.1 out of 10
N/A
Sparkcentral by Hootsuite is a social customer care solution that aims to let users keep a personal touch, as a cloud-based customer engagement platform that caters specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service. Sparkcentral's software generates profiles on every social customer to ensure that the right conversations are automatically prioritized and routed to the customer support team, who can then respond quickly and…N/A
Pricing
ApexChatSparkcentral, by Hootsuite
Editions & Modules
No answers on this topic
Starter Package
$
Unlimited amount of seats, Best for starters in Messaging
Omnichannel Package
$$
Unlimited amount of users, Best for growing Messaging Teams
Enterprise Package
$$$
Unlimited amount of users, Best for advanced organizations
Offerings
Pricing Offerings
ApexChatSparkcentral, by Hootsuite
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsStarter 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)
More Pricing Information
Community Pulse
ApexChatSparkcentral, by Hootsuite
Top Pros
Top Cons
Best Alternatives
ApexChatSparkcentral, by Hootsuite
Small Businesses
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Score 7.7 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Zoho Desk
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Genesys DX (discontinued)
Score 10.0 out of 10
Desk.com
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Score 8.4 out of 10
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User Ratings
ApexChatSparkcentral, by Hootsuite
Likelihood to Recommend
7.5
(2 ratings)
10.0
(16 ratings)
Likelihood to Renew
-
(0 ratings)
8.7
(4 ratings)
Usability
-
(0 ratings)
10.0
(1 ratings)
Support Rating
-
(0 ratings)
10.0
(5 ratings)
User Testimonials
ApexChatSparkcentral, by Hootsuite
Likelihood to Recommend
ApexChat
For small businesses on a small budget, [ApexChat] gets the job done, but it is a barebones system. Not the best enterprise solution.
Read full review
Hootsuite
Sparkcentral has an extremely dedicated customer service team The platform UX is brilliant Reports are very detailed & easy to export The system is stable more than 98% of the time Queue management is extremely easy They need to work on a mobile app / making the website mobile friendly The ability to add more social media channels is essential
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Pros
ApexChat
  • Great chat box designs on website.
  • Great backend support.
  • Multi-language options.
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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).
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Cons
ApexChat
  • Updated UI
  • Additional reporting options
  • Greater flexibility in chat widget appearance and size
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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.
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Likelihood to Renew
ApexChat
No answers on this topic
Hootsuite
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.
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Usability
ApexChat
No answers on this topic
Hootsuite
The system meets all my expectations.
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Support Rating
ApexChat
No answers on this topic
Hootsuite
Incredible customer service team that replies back very quickly, follows up on the reported issue till it's resolved in a very timely manner.
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Alternatives Considered
ApexChat
ApexChat is good if you want to outsource your website chat. If you want to keep things in-house and have an employee manage it, we prefer SalesIQ.
Read full review
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.
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Return on Investment
ApexChat
  • Increased lead flow
  • Chat conversion improved
  • Not scalable due to lack of features
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Hootsuite
  • Customers appreciate fast responses to the things they post on social media. This tool allows that to happen.
  • The dashboard allows us to keep up with how many are waiting in our queue so we can keep up with how busy we are during the day and manage it.
  • Customer satisfaction has seemed to increase while using this tool.
  • Being able to add notes with the customers address and phone info is awesome as well.
Read full review
ScreenShots

Sparkcentral, by Hootsuite Screenshots

Screenshot of Centralized Customer Care - Manage all channels in one universal queue with Sparkcentral's easy-to-use Agent Desktop.Screenshot of 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 agentsScreenshot of Chatbots - Leverage the same bot across different interfaces to automate engagement, quickly respond, and optimize your workflowScreenshot of Reporting - Monitor performance in real-time with analytics on the metrics that matter most to you (CSAT, SLA, CES, agent and cost efficiency)