MoEngage vs. Sparkcentral (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
MoEngage
Score 8.8 out of 10
N/A
MoEngage is an insights-led customer engagement platform, that empowers marketers and product owners with AI-driven insights and the ability to instantly turn those insights into cross-channel experiences.N/A
Sparkcentral (discontinued)
Score 9.9 out of 10
N/A
Sparkcentral was a social customer care solution and cloud-based customer engagement platform that catered specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service. Sparkcentral was acquired by Hootsuite in January 2021. The product has since been discontinued.N/A
Pricing
MoEngageSparkcentral (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
MoEngageSparkcentral (discontinued)
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup Fee$1,000 No setup fee
Additional Details
More Pricing Information
Community Pulse
MoEngageSparkcentral (discontinued)
Top Pros
Top Cons
Best Alternatives
MoEngageSparkcentral (discontinued)
Small Businesses
Mautic
Mautic
Score 9.0 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
The Trade Desk
The Trade Desk
Score 8.0 out of 10
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.9 out of 10
Enterprises
Iterable
Iterable
Score 8.6 out of 10
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
MoEngageSparkcentral (discontinued)
Likelihood to Recommend
8.8
(2 ratings)
10.0
(16 ratings)
Likelihood to Renew
2.0
(1 ratings)
8.7
(4 ratings)
Usability
-
(0 ratings)
10.0
(1 ratings)
Support Rating
8.0
(1 ratings)
10.0
(3 ratings)
User Testimonials
MoEngageSparkcentral (discontinued)
Likelihood to Recommend
MoEngage
MoEngage is well suited for all tech-enabled businesses, as then one can integrate all the possible events or relevant metrics, push them on MoEngage, and then make meaningful insights out of that, and--most importantly--use those for improving their customer engagement. It's probably not suited for offline-only businesses, stores, etc.
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Discontinued Products
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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Pros
MoEngage
  • Basic use cases of Push Notifcation and Email enablement
  • Scheduling certain events with an API, as we have more APIs it's become very useful
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Discontinued Products
  • 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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Cons
MoEngage
  • Attribution
  • Onboarding could be faster
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Discontinued Products
  • 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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Likelihood to Renew
MoEngage
Considering the inability to scale and the bad service level provided by MoEngage not sure if the organization will continue with the renew
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Discontinued Products
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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Usability
MoEngage
No answers on this topic
Discontinued Products
The system meets all my expectations.
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Support Rating
MoEngage
It's good and mostly on-time support. But they have a lot of demand, hence at times, they take some time to get back to us. Overall, they know their game and most of the people we spoke with knew their domain very well.
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Discontinued Products
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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Alternatives Considered
MoEngage
Haven't evaluated other tools because back then there is urgent need and expected that they could provide on of the best quality service but in fact when being pushed for the scale for the growth of the company, it seems that MoEngage team is not able to cope up with the speed.
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Discontinued Products
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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Return on Investment
MoEngage
  • It has increased our customer retention.
  • Improved average revenue per user through cross-sell campaigns
  • It has helped us make faster decisions through real-time analytics.
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Discontinued Products
  • 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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ScreenShots

MoEngage Screenshots

Screenshot of Insights and action on the same screen - Once user data is analyzed, a new campaign can be started without going to a new tab/page.Screenshot of Predictive Segmentation based on RFM Analysis - In addition to user-defined segments, MoEngage comes with predictive segments based on RFM ( Recency, Frequency and Monetary) Analysis. This splits users into segments like 'Potential Loyalists' and 'About to Sleep', so relevant campaigns can be run to convert them.