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Sparkcentral (discontinued)

Sparkcentral (discontinued)

Overview

What is Sparkcentral (discontinued)?

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…

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Recent Reviews

Best Review Ever

8 out of 10
November 04, 2016
Incentivized
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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Pricing

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N/A
Unavailable

What is Sparkcentral (discontinued)?

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…

Entry-level set up fee?

  • No setup fee

Offerings

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

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Product Details

What is Sparkcentral (discontinued)?

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.

Sparkcentral (discontinued) 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 (discontinued) Integrations

Sparkcentral (discontinued) Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesGlobal
Supported LanguagesEnglish Interface, Software can accept any language

Frequently Asked Questions

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.

Verint Messaging, Khoros Care, and Salesforce Marketing Cloud Social Studio (retiring) are common alternatives for Sparkcentral (discontinued).

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

The most common users of Sparkcentral (discontinued) are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(27)

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Kim Daenen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Sparkcentral is used by the Social Media team of Brussels Airlines to provide customer service to our passengers on the go, via the channels they choose. Thanks to Sparkcentral we have significantly improved our response times on Twitter and Facebook and hereby increasing customer satisfaction and managing our reputation in a more efficient way.
  • Sparkcentral lets us have a super efficient overview of customer requests via social media. Multiple team members can work in the tool without the threat of double answers to the same request.
  • The assign option within Sparckcentral allows you to implement the tool throughout your organization and assign questions to the concerned departments, which is extremely important when you're in a complex business like aviation.
  • Sparkcentral allows you to see the entire history you've had with a customer, so you never have to worry about giving an embarrassing answer and most importantly, it allows you to have an even more personalized conversation with your customers.
  • It would be great if Sparkcentral could capture all our online customer requests and reviews, meaning aviation and travel forums. That way we could manage the conversations with our clients even better
  • The reporting functionalities could be improved, so that KPI's can be evaluated better, but I know that Sparkcentral is working on this. Their teams are constantly working on improving the product.
  • We have definitely improved our customer service on social media thanks to Sparkcentral. People get answers to their requests a lot faster since we started using the tool.
  • Our social media team members can work more efficiently now that they only have one tool to manage several accounts and they can assign specific questions immediately to the right person.
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.
The tool works great for us and we have no doubt that we will continue to use it in the future.
  • Implemented in-house
Sparkcentral is very concerned about its customer satifsfaction, and will go to great lengths to get issue fixed rapidly.
Yes
Yes! We have a direct contact at Sparkcentral who makes sure that we get a timely response to any issues we encounter
Steven De Deyne | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Sparkcentral is mainly being used by our customer service agents at the contact center. They capture all relevant tweets and have the possibility to answer directly or to easily transfer it to another colleague elsewhere in the company.
  • Very user friendly (ease of use) there is no need for a difficult set up or user training. It is very intuitive and has no difficult or useless buttons
  • It performs faster than other tools, it is the fastest in capturing messages and dealing with them.
  • Reporting services are very limited, but is not a social media listening tool, but there could be more data in it.
  • Faster customer service contact handling
  • Less tool-training
  • No double treatment of messages by different agents
Don't use it for social media data and big data, use it for the goal it has been built for: fast and efficient customer service.
  • Engagor,Radian6,HootSuite Pro,RightNow,autonomy explore
They are the best solution at this moment to deal with social media customer service.
  • Implemented in-house
Andrew (Drew) Johnston | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Sparkcentral is currently being used between both our Customer Service and Marketing departments as a means to offer 24/7 Twitter Customer Support and engage with fans who comment on our product. SparkCentral offers a means by which to organize, distribute, track and index our engagement through Social Media as well as open access to our employees without given them the "master key" to our accounts.
  • Sparkcentral has a simple interface that makes internal training an easy and time saving process.
  • With Sparkcentral, we can easily distribute access to our Twitter handles and track the performance of agents.
  • Dealing with a large amount of customers, Sparkcentral is great for finding past interactions on Social Media.
  • We've been with Sparkcentral since the early days and I honestly can not think of a single thing with the current app that I am disappointed with.
  • Sparkcentral made it possible to add a significant amount of agents to our Twitter support team, which resulted in the fastest response rate we have ever seen.
  • With Sparkcentral, we no longer need to dedicate an agent's full attention to social media customer support. We can have multiple agents logged in at a time, keeping a watchful eye while getting other things done.
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.
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 used to with Sparkcentral. Similar products put statistics and analytics at the forefront of what they offer, which in turn creates a confusing interface with a lot of things our customer service agents do not need or want to deal with - this makes training on the product difficult. Sparkcentral offers these same great statistics/analytics but in an organized interface that does not interfere with our primary use of the product: engagement. This may be a cliche phrase, but I literally can't image what we would do without Sparkcentral.
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.
Adam Kossoff | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Our Social Media team uses Sparkcentral to track and respond to conversations about our brands online. With multiple people and brands to manage, it makes it easier for us to all work together. We haven't missed a mention of our brand, and with the history of conversations it stores, we've been able to build a closer relationship to our fans.
  • User interface and experience is top notch.
  • Conversation management tools make it easy for multiple users to work together on the same account.
  • Reporting & Statistics are super helpful when following your team members use of the software.
  • Still need to integrate Instagram tracking into the software.
It works best for a brand that receives a heavy volume of mentions, along with a company that manages multiple accounts with multiple people.
  • Improved customer service and experience.
  • Effective tracking of key influencers.
  • More rich interactions with our fans.
While it was more expensive, Sparkcentral blows other competitors away with their comprehensive tools and ease of use.
It takes time and effort to get the most out of all of Sparkcentral's tools. We've done the work to get the most out of the software, and it would be a shame to lose it.
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