What users are saying about
14 Ratings
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Score 6.6 out of 100
26 Ratings
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Score 9 out of 100

Attribute Ratings

  • Sparkcentral, by Hootsuite is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

5.1

ClickDesk

51%
6 Ratings
10.0

Sparkcentral, by Hootsuite

100%
16 Ratings

Likelihood to Renew

ClickDesk

N/A
0 Ratings
8.7

Sparkcentral, by Hootsuite

87%
4 Ratings

Usability

ClickDesk

N/A
0 Ratings
10.0

Sparkcentral, by Hootsuite

100%
1 Rating

Support Rating

ClickDesk

N/A
0 Ratings
10.0

Sparkcentral, by Hootsuite

100%
5 Ratings

Likelihood to Recommend

ClickDesk

It was well suited for quick chats. Sometimes a topic over chat can be too complicated and requires a phone call which ClickDesk gives an option for a phone call. It is too specific and limited to conversations. The reason we moved away from this to Microsoft Teams is because Teams is a more all in one solution. It can do chat, phone calls as well as webinars and screen sharing.
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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

ClickDesk

  • ClickDesk allows account managers to interact with leads and customers, as they are searching and researching on our website and in our e-commerce store.
  • It is compiled of amazing features of the live call, online engagement, communication, and interaction with users or clients on a very professional level.
  • I can easily contact any customer or client easily by just contacting them on the platform which automatically connects to the representative of the relevant area.
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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

ClickDesk

  • We believe ClickDesk has questionable business practices... be careful
  • ClickDesk charged us for services we did not use
  • It was our experience that ClickDesk will not issue a refund after they have charged us for services we did not want.
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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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Pricing Details

ClickDesk

Starting Price

$16.99 per month

Editions & Modules

ClickDesk editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Sparkcentral, by Hootsuite

    Starting Price

    $0 Unlimited amount of seats, Best for starters in Messaging

    Editions & Modules

    Sparkcentral, by Hootsuite editions and modules pricing
    EditionModules
    Starter Package$1
    Omnichannel Package$$2
    Enterprise Package$$$3

    Footnotes

    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

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional 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)

    Likelihood to Renew

    ClickDesk

    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

    ClickDesk

    No answers on this topic

    Hootsuite

    The system meets all my expectations.
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    Support Rating

    ClickDesk

    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

    ClickDesk

    As I mentioned earlier, these competitors are good but they are too complex to manage by a non-tech person. Before deciding to buy clickdesk we tried 4-5 other competitors. Intercom was pretty easy too but also had a considerably complex panel for agents. A few of our departments are not that computer savvy. So we had to pick the easiest service we could find.
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    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

    ClickDesk

    • Overall pricing is high
    • We can handle our customer's 24-hour basis with multiple agent accounts
    • It makes easier our business productivity
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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.
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    Screenshots

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