What users are saying about
23 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 23 reviews and ratings
1 Rating
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 6 out of 100
Based on 1 reviews and ratings
Likelihood to Recommend
Sparkcentral, by Hootsuite
This is a great tool to use to manage social media accounts especially if you have several different pages you manage like we do. It is very user friendly, and easy to train new agents on. I have no complaints. We love this tool! Thank you again Sparkcentral! You rock
Digital Care Specialist
Direct EnergyUtilities, 1-10 employees
MCA Suite
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.

Verified User
Employee in Finance and Accounting
Financial Services Company, 51-200 employeesFeature Rating Comparison
Sales Force Automation
Sparkcentral, by Hootsuite
—
MCA Suite
6.0
Customer data management / contact management
Sparkcentral, by Hootsuite
—
MCA Suite
6.0
CRM Reporting & Analytics
Sparkcentral, by Hootsuite
—
MCA Suite
1.0
Customizable reports
Sparkcentral, by Hootsuite
—
MCA Suite
1.0
Security
Sparkcentral, by Hootsuite
—
MCA Suite
8.0
Role-based user permissions
Sparkcentral, by Hootsuite
—
MCA Suite
8.0
CRM Project Management
Sparkcentral, by Hootsuite
—
MCA Suite
4.0
Reporting
Sparkcentral, by Hootsuite
—
MCA Suite
4.0
Pros
Sparkcentral, by 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).

Verified User
Employee in Marketing
Telecommunications Company, 201-500 employeesMCA Suite
- They have lots of detail on the deal pages.
- It allows for multiple internal and external users.
- It has global search functionality.

Verified User
Employee in Finance and Accounting
Financial Services Company, 51-200 employeesCons
Sparkcentral, by 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.

Verified User
Employee in Social Media
Utilities Company, 5001-10,000 employeesMCA Suite
- Poor reporting.
- Filtering is clunky.
- They could improve on data visualization.
- Renewal advances that are not refinances are difficult to manage.

Verified User
Employee in Finance and Accounting
Financial Services Company, 51-200 employeesLikelihood to Renew
Sparkcentral, by Hootsuite
Sparkcentral, by Hootsuite 8.7
Based on 4 answers
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.
Social Media Coordinator
(mt) Media TempleMarketing and Advertising, 201-500 employees
MCA Suite
No score
No answers yet
No answers on this topic
Support Rating
Sparkcentral, by Hootsuite
Sparkcentral, by Hootsuite 9.0
Based on 4 answers
Sparkcentral is very concerned about its customer satifsfaction, and will go to great lengths to get issue fixed rapidly
Social Media Manager
Brussels AirlinesAirlines/Aviation, 1001-5000 employees
MCA Suite
No score
No answers yet
No answers on this topic
Alternatives Considered
Sparkcentral, by 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.
Social Media Engagement Assistant
TwinBear ManagementTelecommunications, 1-10 employees
MCA Suite
We haven't used any others.

Verified User
Employee in Finance and Accounting
Financial Services Company, 51-200 employeesReturn on Investment
Sparkcentral, by Hootsuite
- Positive: Clients really like the reporting features.
- Positive: Being able to search users for our clients who may have reported a complaint [somewhere] other than on social media. Also being able to see if they've reached out to us but deleted a comment is helpful.
Social Media Account Manager
TwinBear ManagementMedia Production, 1-10 employees
MCA Suite
- 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.

Verified User
Employee in Finance and Accounting
Financial Services Company, 51-200 employeesPricing Details
Sparkcentral, by Hootsuite
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional