What users are saying about
Top Rated
149 Ratings
26 Ratings
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Score 9 out of 100
Top Rated
149 Ratings
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Score 8.5 out of 100

Attribute Ratings

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

Likelihood to Recommend

10.0

Sparkcentral, by Hootsuite

100%
16 Ratings
8.7

Twilio

87%
51 Ratings

Likelihood to Renew

8.7

Sparkcentral, by Hootsuite

87%
4 Ratings

Twilio

N/A
0 Ratings

Usability

10.0

Sparkcentral, by Hootsuite

100%
1 Rating
9.0

Twilio

90%
10 Ratings

Support Rating

10.0

Sparkcentral, by Hootsuite

100%
5 Ratings
9.5

Twilio

95%
18 Ratings

Contract Terms and Pricing Model

Sparkcentral, by Hootsuite

N/A
0 Ratings
10.0

Twilio

100%
1 Rating

Professional Services

Sparkcentral, by Hootsuite

N/A
0 Ratings
10.0

Twilio

100%
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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Twilio

If you have a business page on Facebook, having Twilio’s chat not feature is a must! No more missed chat messages or clients getting upset because of a delay in replies. Twilio has helped on several occasions answer simple questions, so I didn't even have to answer the chat message manually. It also enables you to recognize when spammy messages are trying to get through.
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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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Twilio

  • Easy to see my team in one place, when they log in and out and what call status they are in.
  • Twilio is a simple, user friendly way to log in and out of work activities.
  • Excellent services and support.
  • The omnichannel feature which allows agents to get request from all channels.
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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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Twilio

  • Setting up response sequences should be more intuitive like an email sequence software or a chatbot service where you can send users through flows based on actions.
  • Less code setup or having a graphical user interface to set it up would be nice then to be able to just export the code of what we need and send it over to developers.
  • Easier multi-media sending for images, videos, or files needed.
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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)

Twilio

Starting Price

$0.0,015 per min per participant

Editions & Modules

Twilio editions and modules pricing
EditionModules
Programmable Messaging$0.00751
Programmable Voice$0.00852
Twilio SendGrid Marketing Campaigns$153
Programmable Video$0.00154
Twilio SendGrid Email API$14.955
Twilio Flex (Contact Center)$16
Twilio Flex (Contact Center)$1507
Programmable Voice$0.0138
Twilio Conversations$0.059
Twilio Authy$0.0910
Programmable Wireless$2.0011
Programmable Wireless$0.112
WhatsApp Business API$0.004213
WhatsApp Business API$0.00514
Elastic SIP Trunking$0.04515
Elastic SIP Trunking$0.00716

Footnotes

  1. per message sent or received
  2. per minute to receive a call
  3. per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
  4. per min per participant
  5. per month up to 100k emails. (Up to 40k emails free for 30 days)
  6. per active user hour (5000 hours free)
  7. per named user per month (5000 hours free)
  8. per min to make a call
  9. per active user per month
  10. per authentication
  11. per SIM card
  12. per MB
  13. Per WhatsApp Template message sent
  14. Per WhatsApp session message
  15. Per min for origination
  16. Per min for termination

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional

Additional Details

1. Pay-as-you-go pricing: Simple usage-based pricing means you don’t get locked into big contracts. 2. Volume discounts: Discounts trigger as your usage grows, so you always get a fair price. 3. Start building today with free trial credit and full API access.

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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Twilio

No answers on this topic

Usability

Hootsuite

The system meets all my expectations.
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Twilio

Twilio has well documented APIs and examples. There are several tutorials, videos and Q&As regarding their services. So, usability is very good. I must say that advanced knowledge of telephony, API/Programming and error-handling is essential to make good use of Twilio. It's not just plug-and-play unless you are integrated with a system that has all of the programming built for it.
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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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Twilio

I have not had to communicate with Twilio support in the last 3 years but my past experience with them has been very positive. They replied to my previous requests promptly and kept me well informed to resolve my inquiries. With their documentation that's available, I hardly imagine why anyone would need to contact support since it's all there in a concise and easy to understand format. It would probably take you longer to type out a support ticket than to just open their doc websites.
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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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Twilio

I receive regular unsolicited communications from Twilio competitors but I do not have the time to review them, given there is no reason for me to switch. Twilio works great and its pricing is acceptable for our situation. Investigating point solutions for text only or voice only would complicate our infrastructure and vendor management and would require some expensive system changes.
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Contract Terms and Pricing Model

Hootsuite

No answers on this topic

Twilio

Being in South Africa, direct local currency support would be nice
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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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Twilio

  • Twilio WebRTC allowed us to move a bulk of our communication to the cloud, giving us a lot of visibility on how we were communicating with our customers.
  • It also gave us analytics on how much time users spent on communicating with each other over calls and helped us build features around it.
  • Twilio became the center of all communication on our platform. From chat messages to phone calls, it powered everything.
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Screenshots

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