What users are saying about
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Top Rated
340 Ratings
26 Ratings
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Score 9 out of 100

Intercom

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Top Rated
340 Ratings
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Score 8.6 out of 100

Attribute Ratings

  • Sparkcentral, by Hootsuite is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating
  • Intercom is rated higher in 1 area: Likelihood to Renew

Likelihood to Recommend

10.0

Sparkcentral, by Hootsuite

100%
16 Ratings
8.8

Intercom

88%
112 Ratings

Likelihood to Renew

8.7

Sparkcentral, by Hootsuite

87%
4 Ratings
9.0

Intercom

90%
14 Ratings

Usability

10.0

Sparkcentral, by Hootsuite

100%
1 Rating
9.0

Intercom

90%
19 Ratings

Support Rating

10.0

Sparkcentral, by Hootsuite

100%
5 Ratings
8.0

Intercom

80%
6 Ratings

Implementation Rating

Sparkcentral, by Hootsuite

N/A
0 Ratings
5.0

Intercom

50%
4 Ratings

Likelihood to Recommend

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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Intercom

Intercom is, in my opinion, well suited for platform-based SaaS businesses where user engagement dictates your LTV to those customers and feeds back the metrics of how often users access the platform is key to your Account Management strategy and processes. In my experience, enterprise-level organizations very much appreciate Intercom user reporting and will likely start to expect this level of transparency in the very near future as platforms like Intercom become market standard. I would say Intercom is less suitable for Transaction or Throughput /Channel Sale products where your user data and in-platform behaviors are less relevant as the transaction has taken place outside of the platform, so, therefore, your platform usage is externally dependent. Thus Intercom tracking and data become a less relevant lagging indicator rather than a leading indicator with SaaS products.
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Pros

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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Intercom

  • Intercom is easy to use and understand regardless of your role or technical knowledge
  • They have contextual guides within the product to help you understand how to use their best features
  • They're always improving the product with new useful features such as banners, product tours, and surveys
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Cons

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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Intercom

  • Email Blasts: recently we've been told that we won't be able to email blast if our customer base's email failure rate does not decrease. This is something that is largely out of our control and it would be nice if Intercom would just create logic on their end to ignore these instances.
  • Their customer support could have a faster response time. Given the industry we are in, it'd be nice to have prompt customer support. It can take an hour or more to get a response through their own software.
  • Can't think of anything else!
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Pricing 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)

Intercom

Starting Price

Editions & Modules

Intercom 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

    Likelihood to Renew

    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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    Intercom

    I am giving Intercom a rating of 10 because we truly use this platform each day. When using the platform, we can have real-time conversations going on with parents, administrators, and even grandparents. They are able to discuss their general support needs and their billing support needs. Having this happen in real-time allows us to move forward with solving the customer issues
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    Usability

    Hootsuite

    The system meets all my expectations.
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    Intercom

    I can't give it a ten yet because I'm still getting used to the new inbox. That said, I do find Intercom pretty intuitive and have managed to find new features over time. Like, it's really easy to use right off the bat. But it's also flexible and extensible enough that, over time, you can start to adopt new features and extensions to make it even more powerful. So I'd say the balance between usability and extensibility is quite a on point.
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    Support Rating

    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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    Intercom

    One of the great features about using Intercom is their support is going to be very similar to the support that you will be using with your customers. The chatbot is identical to your chatbot. So not only is user support easy to use and available, but it's a way to also learn how to use this feature.
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    Implementation Rating

    Hootsuite

    No answers on this topic

    Intercom

    I didn't implement it, but it's supposed to be quite easy through Segment
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    Alternatives Considered

    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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    Intercom

    I've used Freshchat a few years ago and I found the user interface difficult to get used to. But comparing how intercom fared against it would be unfair in a way since the only thing Intercom did differently is provide an interactive training session with the platform, while it was difficult to get used to Internal in-person training with Freshchat.
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    Return on Investment

    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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    Intercom

    • Increase in demo sets and deals won by engaging with prospects that hadn't requested a demo yet.
    • Increase in efficiency for our support team to receiving tickets.
    • Boosting registration for our on going training webinars as well as those for new product announcements.
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    Screenshots

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