Sparkcentral, by Hootsuite

Sparkcentral, by Hootsuite

About TrustRadius Scoring
Score 9.0 out of 100
Sparkcentral, by Hootsuite

Overview

Recent Reviews

Best Review Ever

8 out of 10
November 04, 2016
We currently utilize Sparkcentral for our social media care platform. This platform allows us to engage with customers via Twitter and …
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Video Reviews

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Pricing

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Starter Package

$

Cloud
Unlimited amount of seats, Best for starters in Messaging

Omnichannel Package

$$

Cloud
Unlimited amount of users, Best for growing Messaging Teams

Enterprise Package

$$$

Cloud
Unlimited amount of users, Best for advanced organizations

Entry-level set up fee?

  • Setup fee optional

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Features Scorecard

No scorecards have been submitted for this product yet..
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Product Details

What is Sparkcentral, by Hootsuite?

Sparkcentral by Hootsuite is a social customer care solution that aims to let users keep a personal touch, as a cloud-based customer engagement platform that caters specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service. Sparkcentral's software generates profiles on every social customer to ensure that the right conversations are automatically prioritized and routed to the customer support team, who can then respond quickly and accurately.

Whether for a performance-focused solution, an increase in customer satisfaction or a perfectly balanced messaging strategy, Sparkcentral is designed to help find a customized solution to reach your goals.

Sparkcentral boasts users among clients such as Emirates, Air Canada, Engie, AXA, DPD, Concentrix, Noon, Careem and Slack.

CRM Features

Customer Service & Support Features

  • Knowledge Base
  • Customer Support Portal
  • Case Management
  • Call Center Management
  • Support Analytics

Reporting & Analytics Features

  • Dashboards
  • Customizable Reports
  • Scheduled Reports
  • Alerts / Notifications

Customization Features

  • Custom Fields
  • API for Custom Integration

Security Features

  • Multi-factor Authentication
  • Role-based Authorization
  • Field Level Access Control
  • Single Sign-on Capability

Social CRM Features

  • Social Data
  • Social Engagement
  • Social Collaboration

Integrations with Third Party Software

  • Enterprise Resource Planning
  • Data Import and Export Features
  • Social Media Management
  • Help Desk
  • Call Center Routing

Platform Features

  • Cloud-based
  • Mobile Access

Sparkcentral was acquired by Hootsuite in January 2021.

Sparkcentral, by Hootsuite Features

  • Supported: Intelligent Routing
  • Supported: Seamless Escalation
  • Supported: In-App Messaging
  • Supported: Social Channel Customer Service
  • Supported: Text Customer Service
  • Supported: Reporting & Analytics
  • Supported: Customer Profiles
  • Supported: Customer Personalization
  • Supported: Knowledge Base
  • Supported: Macros
  • Supported: Contextual Engagement
  • Supported: Omnichannel
  • Supported: Transcripts
  • Supported: Pop-up Chat
  • Supported: Co-Browsing
  • Supported: Targeted Emails
  • Supported: Conversation Archiving
  • Supported: Team Inbox
  • Supported: Visitor Activity
  • Supported: Help Desk

Sparkcentral, by Hootsuite Screenshots

Screenshot of Centralized Customer Care - Manage all channels in one universal queue with Sparkcentral's easy-to-use Agent Desktop.Screenshot of Personalization - All relevant customer data is at your fingertips: data shared by the digital channel, CRM, data collected by your bot, data manually entered by service agentsScreenshot of Chatbots - Leverage the same bot across different interfaces to automate engagement, quickly respond, and optimize your workflowScreenshot of Reporting - Monitor performance in real-time with analytics on the metrics that matter most to you (CSAT, SLA, CES, agent and cost efficiency)

Sparkcentral, by Hootsuite Video

Sparkcentral, by Hootsuite Downloadables

Sparkcentral, by Hootsuite Integrations

Sparkcentral, by Hootsuite Competitors

Sparkcentral, by Hootsuite Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesGlobal
Supported LanguagesEnglish Interface, Software can accept any language

Frequently Asked Questions

Verint Messaging, Khoros Care, and Salesforce Marketing Cloud Social Studio (Radian6 + Buddy Media) are common alternatives for Sparkcentral, by Hootsuite.

Reviewers rate Support Rating highest, with a score of 10.

The most common users of Sparkcentral, by Hootsuite are from Enterprises (1,001+ employees) and the Internet industry.
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Comparisons

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Reviews and Ratings

 (26)

Ratings

Reviews

(1-16 of 16)
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Islam Farrag | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
October 28, 2016

Delightfully Satisfied

Tukio Machini | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Regardless if your needs are in engagement, monitoring, or customer service, Sparkcentral handles it very well. More importantly, if there is something you are unsatisfied with they are always working to make improvements.
Melinda Cox | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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!
Kim Daenen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
I would highly recommend Sparkcentral to any social media manager or marketing manager who is serious about social media servicing and looking to improve their customer relationship management. I would not recommend the tool to very small companies who receive less than 10 requests per day as there are other tools available out there for very small accounts.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Sparkcentral really shines in a team environment - its workflow features make it ideal for true collaboration. It is currently limited to Twitter and Facebook, so companies who provide customer support on other channels may need additional tools.
Andrew (Drew) Johnston | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
I would recommend Sparkcentral to any company that has multiple employees handling social media customer support. It is ideal for keeping inquiries organized, tracking engagement and multitasking. I do not see how Sparkcentral would be particularly useful to an individual or to a company with a single person handling all social media.
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