Likelihood to Recommend We chose to work with the Basecamp product and along with it came Highrise. They're a great 37 signals package together. So we chose to work with Highrise because of Basecamp
Read full review 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
Read full review Pros Easy batch upload of new contacts - if you gathered names and contact info for a bunch of people at an event or conference or what have you, put it in a spreadsheet and upload it for easy and efficient adding to the database. Simple communication and outreach tracking - each user has an individualized dropbox email address; you can BCC:, CC:, or forward an email to or from a client or contact, and Highrise automatically associates and records that email with the contact in the database. Task assignments - users can create and task assignments associated with specific contacts (ie - Send Suzy J. a gift box on Oct 1; Follow Marla K. and Billy Z. on Twitter & Facebook; Get an updated address from Nathan R.) Tags - easily create lists of contacts who fit certain needs (I need a: food blogger, in TX, who has a Facebook page - we have "food blogger", "TX," and "Facebook" tags in our system) that is then exportable; also useful for knowing the important associations of a particular contact. Read full review 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). Read full review Cons Im actually pretty happy with the system as it is. The best aspect of Highrise is that it is very easy to work with - no need to struggle with manuals and lengthy training. Not really a problem I suppose but I pay for Highrise as part of a suite which includes other products - Basecamp, Backpack and Campfire. It would be nice to see more integration between these products. Read full review 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. Read full review Likelihood to Renew Highrise is easy to use, has a nice UI overall, quick to load, and does most of what we need.
Read full review 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.
Read full review Usability It's quick and easy to setup and use. There isn't any feature "bloat". Nothing to struggle with
Read full review The system meets all my expectations.
Read full review Support Rating They are quick and SO nice. They are very friendly and are eager to help.
Read full review Incredible customer service team that replies back very quickly, follows up on the reported issue till it's resolved in a very timely manner.
Read full review Alternatives Considered Highrise is simple to use and is run by the same folks who build Basecamp and 37Signals. We wanted something that would do the essentials without the cumbersome bells and whistles.
Salesforce is almost too complicated if you don't have a whole sales operation and analytics division. One day we will probably outgrow Highrise, but not yet.
Read full review 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.
Read full review Return on Investment Better customer service, I am able to look up client info in a more organized way I feel that our efficiency has really increased. Highrise is a lot faster than our old program Highrise keeps us very organized. but it would be helpful if there was a project management section we could implement Read full review 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. Read full review ScreenShots