Helpshift vs. Sparkcentral (discontinued)

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.

Incentivized

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

• Their customer support is very responsive. If they have any problems, they fix them quickly.
• They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
• It is very user-friendly and easy to manage. The analytics are pretty good as well.

Incentivized

• 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).

• While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
• There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
• The website dashboard that is used to respond to customers has trouble sometimes and is very slow.

Incentivized

• 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.

Incentivized

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.

Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.

Incentivized

The system meets all my expectations.

Incentivized

The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.

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

Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.

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.

Incentivized

• The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
• The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.

Incentivized

• 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.

Incentivized