Sparkcentral, by Hootsuite

Sparkcentral, by Hootsuite

Score 9.1 out of 10
Sparkcentral, by Hootsuite

Overview

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...

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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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Reviewer Pros & Cons

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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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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 Integrations

Sparkcentral, by Hootsuite 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

Verint Messaging, Khoros Care, and Salesforce Marketing Cloud Social Studio 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).
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Comparisons

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Reviews

(1-16 of 16)
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November 04, 2016

Best Review Ever

Score 8 out of 10
Vetted Review
Verified User
  • Providing customers the option to contact us via social media cuts costs for the company by lowering call in numbers and creating a more efficient way of assisting customers where they are.
  • Currently there is not an option to separate outside of business hours reporting for response time and within business hours. This can cause a pain point when reporting to other departments as it calculates a higher response time than the accurate one due to outside business hours.
October 28, 2016

Delightfully Satisfied

Tukio Machini | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • Cases are being handled quicker and more efficiently which allows agents to move on to other things -- a positive from any angle.
  • Pending has allowed for us to confirm that all customers have been followed up with, something that was previously done manually.
  • Reporting features gives clients a new insight to customer outreach.
Melinda Cox | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
October 25, 2016

My Sparkcentral Review

Renn Johnson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
Kim Daenen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • 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.
Score 10 out of 10
Vetted Review
Verified User
  • The most important positive impact Sparkcentral had was immediately visible - our response time dropped 90%. We used to have interactions wait for over an hour to be handled, but we're now down to an 8 minute average.
  • The quality of our responses has improved - we're able to provide our agents with the tools they need to create well written replies, and have basics like automatically splitting of messages to send longer replies on Twitter.
  • Our customer support in social improved so much, that we actually won an award just 6 months after implementation.
Andrew (Drew) Johnston | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
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