What users are saying about
23 Ratings
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Score 7.8 out of 100
56 Ratings
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Score 6.9 out of 100

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
Melinda Cox | TrustRadius Reviewer

Zendesk Sell

Zendesk sell is best for organizations that want a clean and simple, yet powerfully effective CRM tool. It's intuitive, extremely user-friendly, supplies lots of video tutorials and access to the California team for FAQ's, and has all the features other, more complicated, expensive CRM's have. Great for institutions that have a need to tailor their database to fit your needs; and track sales, tasks, and pipeline projects in graphic form. It's affordable and has a great app for mobile phones that allows access to contacts, notes, tasks, and a workable platform while on the go in real time. It's simple to teach new users how to navigate and utilize. Adding or deleting users is simple, and access to the CRM information can be limited/private or made public for the entire team to access. Not as costly as some of the competing products, so if you are on a tight budget this may be the tool for you.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Sparkcentral, by Hootsuite
Zendesk Sell
5.5
Customer data management / contact management
Sparkcentral, by Hootsuite
Zendesk Sell
7.2
Workflow management
Sparkcentral, by Hootsuite
Zendesk Sell
6.2
Territory management
Sparkcentral, by Hootsuite
Zendesk Sell
3.9
Opportunity management
Sparkcentral, by Hootsuite
Zendesk Sell
5.1
Integration with email client (e.g., Outlook or Gmail)
Sparkcentral, by Hootsuite
Zendesk Sell
6.4
Contract management
Sparkcentral, by Hootsuite
Zendesk Sell
5.8
Quote & order management
Sparkcentral, by Hootsuite
Zendesk Sell
4.2
Interaction tracking
Sparkcentral, by Hootsuite
Zendesk Sell
6.4
Channel / partner relationship management
Sparkcentral, by Hootsuite
Zendesk Sell
3.9

Customer Service & Support

Sparkcentral, by Hootsuite
Zendesk Sell
4.5
Case management
Sparkcentral, by Hootsuite
Zendesk Sell
4.2
Call center management
Sparkcentral, by Hootsuite
Zendesk Sell
3.6
Help desk management
Sparkcentral, by Hootsuite
Zendesk Sell
5.7

Marketing Automation

Sparkcentral, by Hootsuite
Zendesk Sell
6.0
Lead management
Sparkcentral, by Hootsuite
Zendesk Sell
6.0
Email marketing
Sparkcentral, by Hootsuite
Zendesk Sell
5.9

CRM Project Management

Sparkcentral, by Hootsuite
Zendesk Sell
5.9
Task management
Sparkcentral, by Hootsuite
Zendesk Sell
6.6
Billing and invoicing management
Sparkcentral, by Hootsuite
Zendesk Sell
5.4
Reporting
Sparkcentral, by Hootsuite
Zendesk Sell
5.8

CRM Reporting & Analytics

Sparkcentral, by Hootsuite
Zendesk Sell
5.3
Forecasting
Sparkcentral, by Hootsuite
Zendesk Sell
4.1
Pipeline visualization
Sparkcentral, by Hootsuite
Zendesk Sell
5.3
Customizable reports
Sparkcentral, by Hootsuite
Zendesk Sell
6.6

Customization

Sparkcentral, by Hootsuite
Zendesk Sell
5.6
Custom fields
Sparkcentral, by Hootsuite
Zendesk Sell
5.9
Custom objects
Sparkcentral, by Hootsuite
Zendesk Sell
5.2
Scripting environment
Sparkcentral, by Hootsuite
Zendesk Sell
4.4
API for custom integration
Sparkcentral, by Hootsuite
Zendesk Sell
6.8

Security

Sparkcentral, by Hootsuite
Zendesk Sell
6.5
Single sign-on capability
Sparkcentral, by Hootsuite
Zendesk Sell
5.8
Role-based user permissions
Sparkcentral, by Hootsuite
Zendesk Sell
7.3

Social CRM

Sparkcentral, by Hootsuite
Zendesk Sell
2.8
Social data
Sparkcentral, by Hootsuite
Zendesk Sell
1.2
Social engagement
Sparkcentral, by Hootsuite
Zendesk Sell
4.3

Integrations with 3rd-party Software

Sparkcentral, by Hootsuite
Zendesk Sell
6.0
Marketing automation
Sparkcentral, by Hootsuite
Zendesk Sell
7.1
Compensation management
Sparkcentral, by Hootsuite
Zendesk Sell
4.9

Platform

Sparkcentral, by Hootsuite
Zendesk Sell
7.3
Mobile access
Sparkcentral, by Hootsuite
Zendesk Sell
7.3

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).
Anonymous | TrustRadius Reviewer

Zendesk Sell

  • My favorite piece is the Tasks connected to the Clients OR the Deals themselves that keep the process moving with the right steps, and helps our team from doubling our work, or missing a piece that is crucial for the completion of the sale.
  • The email integration helps to keep all things housed in one place also, so that you're not bouncing back and forth in multiple platforms to stay on top of the orders.
  • Customizations are a HUGE part of why we use Base CRM right now. We can make sure we are recording all of the right information, and not wasting time by having to fill in or skip over content that doesn't apply to our business model.
  • I also like the ability to tied Deals to multiple people, especially as Referrals come across, so we don't forget how we got in touch with different clients.
bryan robison | TrustRadius Reviewer

Cons

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.
Anonymous | TrustRadius Reviewer

Zendesk Sell

  • There was no ability to add prospects from a company domain or email to auto-fill any data.
  • You had to type in all of the data you gathered about that prospect.
  • The default only gave you two phone numbers for the company, too few.
Leif Johnson | TrustRadius Reviewer

Likelihood 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.
Andrew (Drew) Johnston | TrustRadius Reviewer

Zendesk Sell

Zendesk Sell 3.0
Based on 1 answer
We have moved on to a more robust option of CMS.
Jeremy Doyle | TrustRadius Reviewer

Usability

Sparkcentral, by Hootsuite

No score
No answers yet
No answers on this topic

Zendesk Sell

Zendesk Sell 8.3
Based on 5 answers
I received about two hours worth of training on Zendesk Sell (formerly Base CRM). I will say it's a clean look and the ability to change views is extremely helpful. I do wish there were other features that allowed the views to be more simplistic. Some views can be overwhelming to look at. Nevertheless with the minimum training, I am still able to navigate through Zendesk Sell (formerly Base CRM) successfully due to the ease of usability.
Brittany Cooper | TrustRadius Reviewer

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
Kim Daenen | TrustRadius Reviewer

Zendesk Sell

Zendesk Sell 6.5
Based on 6 answers
Due to the ease of the product, I have not had the chance to reach out to support yet. I’ve had no reason. The resources provided to clients are extremely helpful and detailed. So far my questions have been pretty basic and I generally just ask my colleague or teammate. They're able to assist with the answer.
Brittany Cooper | TrustRadius Reviewer

Online Training

Sparkcentral, by Hootsuite

No score
No answers yet
No answers on this topic

Zendesk Sell

Zendesk Sell 7.0
Based on 1 answer
This product has a great backing of users, but needs more options direct from Base CRM on all operations of the software. YouTube videos do a great job of helping implement, and the back end support is a great help as well. The CRM is a great free option, and should be treated as such.
Jeremy Doyle | TrustRadius Reviewer

Implementation Rating

Sparkcentral, by Hootsuite

No score
No answers yet
No answers on this topic

Zendesk Sell

Zendesk Sell 8.0
Based on 2 answers
Simple, and straight forward.
Jeremy Doyle | TrustRadius Reviewer

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.
Tukio Machini | TrustRadius Reviewer

Zendesk Sell

Simpler than most CRMs, which can be good if your sales team is not very tech savvy. We switched to HubSpot which provides a lot more value than Base did, but it isn't right for everyone. HubSpot is focused on capturing in-bound leads and has its own flaws and limitations, but overall it's a better fit for our needs.
Matt Suozzo | TrustRadius Reviewer

Return 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.
Renn Johnson | TrustRadius Reviewer

Zendesk Sell

  • Using Base has allowed us to double the number of active sales and partner engagements that we can keep track of and make progress on.
  • This has led to us being able to follow up on many smaller deals that were falling through the cracks.
Matt Meinel | TrustRadius Reviewer

Screenshots

Pricing Details

Sparkcentral, by Hootsuite

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Sparkcentral, by Hootsuite Editions & Modules

Edition
Starter Package$1
Omnichannel Package$$2
Enterprise Package$$$3
  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
Additional Pricing 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)

Zendesk Sell

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Zendesk Sell Editions & Modules

Edition
Sell Team$19.001
Sell Professional$49.001
Sell Enterprise$99.001
Sell Elite$199.001
Reach prospecting enrichment add-on (requires a Sell Subscription)$27.002
  1. per seat/month billed annually
  2. Per User Per Month (billed annually)
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Sparkcentral, by Hootsuite
9.9
Zendesk Sell
6.2

Likelihood to Renew

Sparkcentral, by Hootsuite
8.7
Zendesk Sell
3.0

Usability

Sparkcentral, by Hootsuite
Zendesk Sell
8.3

Support Rating

Sparkcentral, by Hootsuite
9.0
Zendesk Sell
6.5

Online Training

Sparkcentral, by Hootsuite
Zendesk Sell
7.0

Implementation Rating

Sparkcentral, by Hootsuite
Zendesk Sell
8.0

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