What users are saying about
35 Ratings
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Score 8.5 out of 100
23 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Capsule CRM

Capsule CRM has many advantages that make it unique from all other customer relationship management applications. This application is also used for task management and it is also used to set automatic quotes and proposals. In these automatic quotes and proposals, they set their company details, pricing, and different things that help them to know more details about the company. It is perplexing application for internal chat integration and document storage.
Samuel-Borris James | 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

Feature Rating Comparison

Sales Force Automation

Capsule CRM
8.7
Sparkcentral, by Hootsuite
Customer data management / contact management
Capsule CRM
8.6
Sparkcentral, by Hootsuite
Workflow management
Capsule CRM
9.3
Sparkcentral, by Hootsuite
Territory management
Capsule CRM
8.7
Sparkcentral, by Hootsuite
Opportunity management
Capsule CRM
8.7
Sparkcentral, by Hootsuite
Integration with email client (e.g., Outlook or Gmail)
Capsule CRM
9.0
Sparkcentral, by Hootsuite
Contract management
Capsule CRM
8.9
Sparkcentral, by Hootsuite
Quote & order management
Capsule CRM
8.1
Sparkcentral, by Hootsuite
Interaction tracking
Capsule CRM
8.1
Sparkcentral, by Hootsuite
Channel / partner relationship management
Capsule CRM
8.9
Sparkcentral, by Hootsuite

Customer Service & Support

Capsule CRM
8.4
Sparkcentral, by Hootsuite
Case management
Capsule CRM
8.5
Sparkcentral, by Hootsuite
Call center management
Capsule CRM
8.6
Sparkcentral, by Hootsuite
Help desk management
Capsule CRM
8.0
Sparkcentral, by Hootsuite

Marketing Automation

Capsule CRM
8.6
Sparkcentral, by Hootsuite
Lead management
Capsule CRM
8.8
Sparkcentral, by Hootsuite
Email marketing
Capsule CRM
8.4
Sparkcentral, by Hootsuite

CRM Project Management

Capsule CRM
8.2
Sparkcentral, by Hootsuite
Task management
Capsule CRM
8.1
Sparkcentral, by Hootsuite
Billing and invoicing management
Capsule CRM
8.4
Sparkcentral, by Hootsuite
Reporting
Capsule CRM
8.1
Sparkcentral, by Hootsuite

CRM Reporting & Analytics

Capsule CRM
7.5
Sparkcentral, by Hootsuite
Forecasting
Capsule CRM
7.1
Sparkcentral, by Hootsuite
Pipeline visualization
Capsule CRM
7.8
Sparkcentral, by Hootsuite
Customizable reports
Capsule CRM
7.5
Sparkcentral, by Hootsuite

Customization

Capsule CRM
8.3
Sparkcentral, by Hootsuite
Custom fields
Capsule CRM
7.9
Sparkcentral, by Hootsuite
Custom objects
Capsule CRM
8.3
Sparkcentral, by Hootsuite
Scripting environment
Capsule CRM
8.6
Sparkcentral, by Hootsuite
API for custom integration
Capsule CRM
8.3
Sparkcentral, by Hootsuite

Security

Capsule CRM
8.3
Sparkcentral, by Hootsuite
Single sign-on capability
Capsule CRM
8.2
Sparkcentral, by Hootsuite
Role-based user permissions
Capsule CRM
8.5
Sparkcentral, by Hootsuite

Social CRM

Capsule CRM
7.6
Sparkcentral, by Hootsuite
Social data
Capsule CRM
7.8
Sparkcentral, by Hootsuite
Social engagement
Capsule CRM
7.4
Sparkcentral, by Hootsuite

Integrations with 3rd-party Software

Capsule CRM
7.7
Sparkcentral, by Hootsuite
Marketing automation
Capsule CRM
7.7
Sparkcentral, by Hootsuite
Compensation management
Capsule CRM
7.8
Sparkcentral, by Hootsuite

Platform

Capsule CRM
8.2
Sparkcentral, by Hootsuite
Mobile access
Capsule CRM
8.2
Sparkcentral, by Hootsuite

Pros

Capsule CRM

  • Capsule is very easy to use. You can just jump in and learn as you go. There are advantages to really learning the ins and outs, but for those who aren't sold on a CRM to begin with it's good for just getting them started. It is what you make of it--you can use the most basic features or really dive in to the many functionalities.
  • The UI is clean and intuitive. We don't get easily overwhelmed while using it.
  • Capsule has a very robust contact management system. It allows for the generation of very specific lists within existing contacts, which is good if the user has to keep track of thousands of individuals and companies. There is a tagging feature that is great for further organizing contacts.
  • I like that there is a simple workflow option. I encourage the sales guys to make use of this "Tracks" feature, and they often do (but if they don't, it's not the end of the world, which is nice). It provides custom sets of tasks that are created as soon as you start an opportunity or a case.
  • Capsule has a LOT of integrations, which is great if you're looking to expand what you do with your CRM. We got Capsule just to keep track of the sales pipeline, but now that everyone's on board with the concept of a CRM (they weren't sold at first!) we can look into implementing more robust programs that can "talk to" Capsule.
Rosi Muñoz | 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

Capsule CRM

  • The CRM is intended for "sales pipeline" use. We don't use it for that, so we have to hack it a bit to fit our needs. If you need a free CRM to track sales pipelines...this would be PERFECT!
  • The Dashboard isn't particularly customizable or useful for us.
Alicia Barevich, bCRE, bCEE | 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

Capsule CRM

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

Usability

Capsule CRM

Capsule CRM 9.0
Based on 1 answer
Capsule CRM is business-oriented software to meet-up the demands of business applications. So you must be happy to know this tool is the best way to manage the supply chain and business solutions. Thus,. You can add up this tool to our system to see the miraculous effect of management. So, oracle fusion applications should have diverse effects on promotions and the up-gradation is very important to bring the latest effects.
Samuel-Borris James | TrustRadius Reviewer

Sparkcentral, by Hootsuite

No score
No answers yet
No answers on this topic

Support Rating

Capsule CRM

Capsule CRM 9.0
Based on 1 answer
Capsule CRM is the best application in allocating the problems and reasons for any project drawback. Your solution will be there within seconds. It controls business empowerment with its authentic approach and we can use this application without any problem. Our employees are on a single platform and we can decide and implement things at once. There is no need to wait for any meeting, as everything is just a click away. Our promotions are technical and easy to understand for clients and they can communicate well to deliver their ideas.
Samuel-Borris James | 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

Capsule CRM

We simply could not afford to use the other platforms and felt this was the best choice for now! And, we're really happy with our decision because it includes everything we had wanted, and at a better price. We refer a lot of clients to this product and train them on how to use it. Once their business grows they usually upgrade to the paid version.
Anonymous | 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

Capsule CRM

  • It's enabled us to have a cloud-based live database, rather than living off spreadsheets or an antiquated Access database
  • It's hard to really quantify ROI on a small startup, but it's been very helpful to have a small scale but powerful CRM as we grow the company.
  • Since we don't use it entirely as it's intended, the terminology and shortcuts are a bit confusing.
Alicia Barevich, bCRE, bCEE | 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

Capsule CRM

General

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

Capsule CRM Editions & Modules

Edition
Capsule CRM$12.001
  1. Per Month Per User
Additional Pricing Details

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)

Rating Summary

Likelihood to Recommend

Capsule CRM
8.4
Sparkcentral, by Hootsuite
9.9

Likelihood to Renew

Capsule CRM
Sparkcentral, by Hootsuite
8.7

Usability

Capsule CRM
9.0
Sparkcentral, by Hootsuite

Support Rating

Capsule CRM
9.0
Sparkcentral, by Hootsuite
9.0

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