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.
Pros: 1. Layout is more user-friendly than the previous platforms. 2. Real-time data on system issues where each user is able to see it and respond accordingly.
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 …
I selected Sparkcentral because I am a social media engagement director, so engagement is top priority for me and Sparkcentral does exactly that. It's not focused on marketing, word clouds, etc. It's focused on the incoming social media volume of your brand.
Sparkcentral is very organized and robust in terms of using it for customer service/tech support. It allows you to record detailed information about your customers, and provides thorough customer support histories which are very helpful as well.
Sparkcentral is in an excellent place - they are the only true stand-alone social media customer care platform. We also provide support through Oracle RightNow (Chat/email), but the social add-on for that appeared to be weak. Hootsuite works fine for small teams of low volume …
A few months ago we decided it would be smart to look into back up options in case Sparkcentral ever had technical issues (it never has, but we like to have redundancies in place) and I could not find a company or product that offered all the features I love and have become …