What users are saying about
26 Ratings
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Score 9 out of 100
34 Ratings
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Score 8.7 out of 100

Attribute Ratings

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

Likelihood to Recommend

10.0

Sparkcentral, by Hootsuite

100%
16 Ratings
9.0

Olark

90%
17 Ratings

Likelihood to Renew

8.7

Sparkcentral, by Hootsuite

87%
4 Ratings
8.6

Olark

86%
5 Ratings

Usability

10.0

Sparkcentral, by Hootsuite

100%
1 Rating

Olark

N/A
0 Ratings

Support Rating

10.0

Sparkcentral, by Hootsuite

100%
5 Ratings
9.8

Olark

98%
4 Ratings

Product Scalability

Sparkcentral, by Hootsuite

N/A
0 Ratings
8.0

Olark

80%
1 Rating

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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Olark

Olark chat is easy to set up and use. You can have more than one user logged in to monitor the chat on different computers. This makes a fast response time more likely. Although you have to be sure to keep your volume up on the computer so you hear the sound letting you know there's a chat waiting. I like that you can see the customers path through the website and you can put clickable links while you are in a chat to guide the customer to a product or a help page. Plus you can see if they actually went there. This makes it easier to upsell
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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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Olark

  • Olark is user friendly for both sides of the CHAT conversation. If you are initiating the chat, or the one receiving the chat, it is extremely easy to follow and use. There are many different levels of computer use comprehension and Olark is for every level.
  • Olark has reporting features to allow you to check the quality of your employees chat abilities as well as their productivity. It provides feedback for the employee themselves to also see how they are doing and take any suggestions the customer may leave for them regarding their chat experience.
  • Olark is very affordable and offers you the option, at a low cost, to look bigger and more professional that you even are. We were a smaller company and has the chat option with Olark and now have grown tremendously and STILL have the Olark chat option. Olark allowed us to grow and provide professionalism to our customers .
  • The Olark program allows you to set up quick responses to keep your customer from waiting, and to allow your employees to not have to retype the same response over and over. It is a great program that the employees really enjoy as well. It reminds you if you forgot to log out when you left your desk and provides your customer a quick note giving them the option to send the chat as an email inquiry instead, so you don't miss a thing.
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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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Olark

  • Not really an area of improvement for Olark specifically, but I will offer that it is incredibly important to keep in mind your company's "shopping hours" or peak traffic times (there is a Reports feature on the software that allows you to analyze peak traffic times).
  • Transcript history can be a little tricky - if you're searching for a specific past conversation, sometimes you may get multiple search results and have to sift through them until you find exactly what you're looking for.
  • I'd also offer that you will occasionally come across folks that are on your site to cyberbully or say nonsensical things. While there isn't an absolute fullproof way to deal with this, Olark does offer a nice "block" feature to disregard any unwanted conversations.
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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)

Olark

Starting Price

$15 per month

Editions & Modules

Olark editions and modules pricing
EditionModules
Self Service$19.001

Footnotes

  1. Per Agent Per Month

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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Olark

To be honest, renewal decisions are not currently within my power. Hypothetically speaking, I'm very comfortable with the platform, have used it daily for nearly a year, and would see no reason to switch to anything else. The small criticisms I had are not significant enough to deter me from using Olark. It's a user friendly, effective tool for our department.
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Usability

Hootsuite

The system meets all my expectations.
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Olark

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.
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Olark

Our organization does not have any complaints about Olark's Support. Anytime we reached out to them for assistance, we received a prompt, helpful reply! As mentioned previously, we used Olark fairly basically so we didn't have too much need to work with their support team other than a few general questions here and there. They were always pleasant to work with.
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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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Olark

Olark has an easier implementation process and has better functionality such as the ability to send commands through the platform to either create a ticket in your CRM or push an opportunity to salesforce; you're even able to 'push' the end user to a web page. Implementing their SDK is a snap as well.
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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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Olark

  • Olark allows my customer support team to respond to inquiries much faster than before.
  • We have seen an uptick in sales as we are able to address more questions from website visitors.
  • We have changed the design of our website based on chat feedback and questions obtained through Olark.
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Screenshots

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