Atlassian Stride (discontinued) vs. Socialtext (discontinued) vs. Sparkcentral (discontinued)

Stride is great tool to communicate with team members online especially if your company is located in multiple areas. You are able to see within the Stride application who is available to chat with. If a team member is unavailable, you are still able to leave a message and Stride will send an email to the user notifying them of a message has been sent.

Incentivized

We use Social Text as a platform to air our issues with different departments. We voice our concerns and suggestions so we can help find a solution to the problems we incur on a daily basis. We need to have social text as an app so we can communicate in real time not only during work hours.

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

Incentivized

• Directory: an easy way to see who you can contact within the service
• Simple: not overrun with extra, unnecessary features.
• Affordable.

Incentivized

• Ease of the use of application
• Application does not freeze while attaching data files or pictures
• Unlimited data storage

• It's an excellent tool for collaboration. The UX is friendly and intuitive and our team loves the internal chat.
• The workflow is seamless and provides easy-to-use features for the team and leaders to do what they need to do.
• The integrated knowledge base is easy to manage, search and use.

Incentivized

• Sending messages via the giphy integration is slow.

Incentivized

• Search needs a ton of improvements. It was very slow a year ago
• Search result quality was also not that good
• I know they have improved their UI recently but when i used it last year it did not really have any design elements which could be used to make the articles look more presentable. It was important for us as we used it for external communication as well.

• Bringing back the option to see not only who is responding to a customers post, but actually seeing the response as they are typing it out. That was a neat feature to have.
• It will timeout, which is a bit annoying sometimes but not a huge deal.

Incentivized

We have a lot of info in Socialtext already. It would be hard to get all that info out and port it to a different system

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.

The system meets all my expectations.

Incentivized

Incredible customer service team that replies back very quickly, follows up on the reported issue till it's resolved in a very timely manner.

Incentivized

Stride falls short in almost every regard. While Stride is affordable, Slack and Ryver offer vital integrations that increase efficiency and are more enjoyable for employees to use. The features of Slack and Ryver that add personalization of chat (private vs. public) also add a layer of efficiency and flexibility that are hard to pass up for the simplicity and affordability of Stride.

Incentivized

I frankly like Confluence better than socialtext because of the speed and the quality of search. They also have better design elements which can help make the articles pleasant to the eyes.

Sparkcentral is in an excellent place - they are the only true stand-alone social media customer care platform. We also provide support through Oracle RightNow (Chat/email), but the social add-on for that appeared to be weak. Hootsuite works fine for small teams of low volume customer care, but for a dedicated social care platform, we could not find anything else worth considering

• Being able to communicate quickly with different members of our organization without the overwhelming use of emails helps keep us organized.
• We have eliminated the need to have phones and extensions for each person in the organization, instead you can just send them a message over Stride.
• Rooms to allow users to communicate on a particular topic all at once, and be able to look back at the history of the conversation helps us use our time wisely.
• Sometimes, Stride and other communication methods can result in distractions or interruptions during what would have been productive time.

Incentivized

• We get solutions to concerns much faster
• We promote interactions with the other depts
• We listen and have discussions

• Providing customers the option to contact us via social media cuts costs for the company by lowering call in numbers and creating a more efficient way of assisting customers where they are.
• Currently there is not an option to separate outside of business hours reporting for response time and within business hours. This can cause a pain point when reporting to other departments as it calculates a higher response time than the accurate one due to outside business hours.

Incentivized