What users are saying about
26 Ratings
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Score 9 out of 100
53 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Incident and problem management

    Sparkcentral, by Hootsuite

    Feature Set Not Supported
    N/A
    8.7

    Kustomer

    87%
    Kustomer ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.6
    86%
    15 Ratings

    Expert directory

    N/A
    0 Ratings
    8.3
    83%
    14 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.5
    85%
    13 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.0
    80%
    13 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.2
    92%
    16 Ratings

    Ticket response

    N/A
    0 Ratings
    9.3
    93%
    16 Ratings

    Self Help Community

    Sparkcentral, by Hootsuite

    Feature Set Not Supported
    N/A
    7.7

    Kustomer

    77%
    Kustomer ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.5
    75%
    12 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.8
    78%
    12 Ratings

    Multi-Channel Help

    Sparkcentral, by Hootsuite

    Feature Set Not Supported
    N/A
    8.9

    Kustomer

    89%
    Kustomer ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.6
    86%
    11 Ratings

    IVR

    N/A
    0 Ratings
    8.3
    83%
    10 Ratings

    Social integration

    N/A
    0 Ratings
    8.8
    88%
    13 Ratings

    Email support

    N/A
    0 Ratings
    9.3
    93%
    16 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    9.4
    94%
    11 Ratings

    Attribute Ratings

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

    Likelihood to Recommend

    10.0

    Sparkcentral, by Hootsuite

    100%
    16 Ratings
    9.0

    Kustomer

    90%
    37 Ratings

    Likelihood to Renew

    8.7

    Sparkcentral, by Hootsuite

    87%
    4 Ratings
    7.9

    Kustomer

    79%
    2 Ratings

    Usability

    10.0

    Sparkcentral, by Hootsuite

    100%
    1 Rating
    9.7

    Kustomer

    97%
    3 Ratings

    Availability

    Sparkcentral, by Hootsuite

    N/A
    0 Ratings
    9.1

    Kustomer

    91%
    2 Ratings

    Performance

    Sparkcentral, by Hootsuite

    N/A
    0 Ratings
    6.4

    Kustomer

    64%
    2 Ratings

    Support Rating

    10.0

    Sparkcentral, by Hootsuite

    100%
    5 Ratings
    10.0

    Kustomer

    100%
    11 Ratings

    In-Person Training

    Sparkcentral, by Hootsuite

    N/A
    0 Ratings
    7.5

    Kustomer

    75%
    2 Ratings

    Online Training

    Sparkcentral, by Hootsuite

    N/A
    0 Ratings
    8.3

    Kustomer

    83%
    2 Ratings

    Implementation Rating

    Sparkcentral, by Hootsuite

    N/A
    0 Ratings
    7.9

    Kustomer

    79%
    2 Ratings

    Configurability

    Sparkcentral, by Hootsuite

    N/A
    0 Ratings
    7.9

    Kustomer

    79%
    2 Ratings

    Ease of integration

    Sparkcentral, by Hootsuite

    N/A
    0 Ratings
    7.1

    Kustomer

    71%
    2 Ratings

    Product Scalability

    Sparkcentral, by Hootsuite

    N/A
    0 Ratings
    9.1

    Kustomer

    91%
    1 Rating

    Vendor post-sale

    Sparkcentral, by Hootsuite

    N/A
    0 Ratings
    8.7

    Kustomer

    87%
    2 Ratings

    Vendor pre-sale

    Sparkcentral, by Hootsuite

    N/A
    0 Ratings
    9.1

    Kustomer

    91%
    2 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
    Read full review

    Meta Platforms Inc

    It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.
    Read full review

    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).
    Read full review

    Meta Platforms Inc

    • All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
    • The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
    • We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
    Read full review

    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.
    Read full review

    Meta Platforms Inc

    • Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help.
    • Different teams could have differently colored notes.
    • The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on.
    Read full review

    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)

    Kustomer

    Starting Price

    $89 per month per user

    Editions & Modules

    Kustomer editions and modules pricing
    EditionModules
    Enterprise$891
    Ultimate$1392

    Footnotes

    1. per month, per user
    2. per month, per user

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    All plans require an annual subscription and 8 users minimum.

    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.
    Read full review

    Meta Platforms Inc

    I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
    Read full review

    Usability

    Hootsuite

    The system meets all my expectations.
    Read full review

    Meta Platforms Inc

    I give this rating based on my experience daily using this CRM, handling multiple communications at my current job, using its features, and learning how Kustomer can make my job easier every day.
    Read full review

    Reliability and Availability

    Hootsuite

    No answers on this topic

    Meta Platforms Inc

    I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
    Read full review

    Performance

    Hootsuite

    No answers on this topic

    Meta Platforms Inc

    Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.
    Read full review

    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.
    Read full review

    Meta Platforms Inc

    I think that it has been good. I am not the primary one in contact with Kustomer support. I know that we have experienced technical issues at different points, which has been frustrating, but in my experience, each problem has been quickly resolved. Working in a fast-paced environment, even fairly minor outages have a big impact, and this has happened to us a few times since using Kustomer.
    Read full review

    In-Person Training

    Hootsuite

    No answers on this topic

    Meta Platforms Inc

    Because they are very hands-on in training us and very approachable
    Read full review

    Online Training

    Hootsuite

    No answers on this topic

    Meta Platforms Inc

    The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
    Read full review

    Implementation Rating

    Hootsuite

    No answers on this topic

    Meta Platforms Inc

    Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
    Read full review

    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.
    Read full review

    Meta Platforms Inc

    Apps like Intercom, Zendesk, and Gorgios all treat customer inquiries as tickets, just tracking that one issue or interaction with a customer. Kustomer treats each customer as an individual, which allows us to provide top-notch customer service. Customers love that we're able to be more conversational and informal, while still solving their issues quickly. It also helps us build relationships with customers and increases repeat orders.
    Read full review

    Scalability

    Hootsuite

    No answers on this topic

    Meta Platforms Inc

    Because customer is flexible and scalable
    Read full review

    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.
    Read full review

    Meta Platforms Inc

    • We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
    • Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.
    Read full review

    Screenshots

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