What users are saying about
26 Ratings
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Score 9 out of 100
1 Rating
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Score 6 out of 100

Feature Set Ratings

    Sales Force Automation

    Sparkcentral, by Hootsuite

    Feature Set Not Supported
    N/A
    6.0

    MCA Suite

    60%
    MCA Suite ranks higher in 1/1 features

    Customer data management / contact management

    N/A
    0 Ratings
    6.0
    60%
    1 Rating

    CRM Reporting & Analytics

    Sparkcentral, by Hootsuite

    Feature Set Not Supported
    N/A
    1.0

    MCA Suite

    10%
    MCA Suite ranks higher in 1/1 features

    Customizable reports

    N/A
    0 Ratings
    1.0
    10%
    1 Rating

    Security

    Sparkcentral, by Hootsuite

    Feature Set Not Supported
    N/A
    8.0

    MCA Suite

    80%
    MCA Suite ranks higher in 1/1 features

    Role-based user permissions

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    CRM Project Management

    Sparkcentral, by Hootsuite

    Feature Set Not Supported
    N/A
    4.0

    MCA Suite

    40%
    MCA Suite ranks higher in 1/1 features

    Reporting

    N/A
    0 Ratings
    4.0
    40%
    1 Rating

    Attribute Ratings

    • Sparkcentral, by Hootsuite is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    10.0

    Sparkcentral, by Hootsuite

    100%
    16 Ratings
    6.0

    MCA Suite

    60%
    1 Rating

    Likelihood to Renew

    8.7

    Sparkcentral, by Hootsuite

    87%
    4 Ratings

    MCA Suite

    N/A
    0 Ratings

    Usability

    10.0

    Sparkcentral, by Hootsuite

    100%
    1 Rating

    MCA Suite

    N/A
    0 Ratings

    Support Rating

    10.0

    Sparkcentral, by Hootsuite

    100%
    5 Ratings

    MCA Suite

    N/A
    0 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

    Five Components, Inc.

    It is a good tool for smaller companies entering the MCA space, but doesn't scale all that well, and provides limited options for reporting customization.
    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

    Five Components, Inc.

    • They have lots of detail on the deal pages.
    • It allows for multiple internal and external users.
    • It has global search functionality.
    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

    Five Components, Inc.

    • Poor reporting.
    • Filtering is clunky.
    • They could improve on data visualization.
    • Renewal advances that are not refinances are difficult to manage.
    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)

    MCA Suite

    Starting Price

    $0

    Editions & Modules

    MCA Suite 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.
      Read full review

      Five Components, Inc.

      No answers on this topic

      Usability

      Hootsuite

      The system meets all my expectations.
      Read full review

      Five Components, Inc.

      No answers on this topic

      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

      Five Components, Inc.

      No answers on this topic

      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

      Five Components, Inc.

      We haven't used any others.
      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

      Five Components, Inc.

      • We've been able to grow our working capital program over the years with the help of MCA Suite.
      • Data management is difficult, and we struggle with reporting.
      • We have granted merchants dedicated to their advances for tracking purposes.
      Read full review

      Screenshots

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