Coosto vs Sparkcentral, by Hootsuite

• Quick, easy to use SQL based search functionality.
• Simple interface with useful predesigned measures.

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• 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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• The dashboard is only useable in full screen, not in compartments
• Rather expensive

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• 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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• Positive impact on communications strategies.
• Negative impact as product is often used for collecting metrics. Most of Coosto's metrics shouldn't be used for strategic or design decisions.

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• 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.

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