November 04, 2016
Sparkcentral Review
- Pulled-in customer interactions so that we may fix problems in real-time, increase CSAT scores and therefore improving overall customer satisfaction.
Sparkcentral, by Hootsuite Reviews
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Ratings and Reviews(1-15 of 15)
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October 28, 2016
Delightfully Satisfied
- 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.
October 25, 2016
Sparkcentral is the best! If you want a easy to use tool to manage social media, choose them!
- 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
Sparkcentral is the smart choice
- We are new to the Sparkcentral family and are anxiously awaiting results on how it impacts our efficiencies and overall brand reputation online.
October 25, 2016
My Sparkcentral Review
- 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.
October 24, 2016
Respond quickly and efficiently
- Sparkcentral has no lag time and allows you to quickly respond. Our average response time is under 8 minutes on Twitter.
August 09, 2016
Sparkcentral Sparkles for Social
- Using SparkCentral has accomplished our objective of increasing customer engagement and customer satisfaction for our social media support channels.
April 30, 2015
Sparkcentral has taken Brussels Airlines' social media customer service to a whole new level
- 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.
December 30, 2014
I don't know what our company would do without Sparkcentral. An excellent product that serves all our needs.
- 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.
- Faster customer service contact handling
- Less tool-training
- No double treatment of messages by different agents
March 21, 2014
Sparkcentral - the king of community management tools
- Improved customer service and experience.
- Effective tracking of key influencers.
- More rich interactions with our fans.
November 04, 2016
Best Review Ever
- 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
Sparkcentral is the solution we were looking for
- Because of the visibility Sparkcentral offers in terms of volume and managing a team, we've only had to grow the team by 5% over the past two years, despite a >5% increase in overall volume.
December 03, 2015
User-friendly, could use a bit of polishing up!
- Sparkcentral has helped our team reach our response time goals.
January 23, 2015
For companies serious about social media customer care - there is nothing quite like Sparkcentral.
- 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.
Sparkcentral, by Hootsuite Scorecard Summary
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
Sparkcentral, by Hootsuite Video
Sparkcentral, by Hootsuite Integrations
- Salesforce Service Cloud
- WhatsApp Business
- Messenger
Sparkcentral, by Hootsuite Competitors
Sparkcentral, by Hootsuite Pricing
| Pricing Details | Terms | |
|---|---|---|
| Starter Package | $ | Unlimited amount of seats, Best for starters in Messaging |
| Omnichannel Package | $$ | Unlimited amount of users, Best for growing Messaging Teams |
| Enterprise Package | $$$ | Unlimited amount of users, Best for advanced organizations |
Sparkcentral, by Hootsuite Technical Details
| Deployment Types | SaaS |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | Global |
| Supported Languages | English Interface, Software can accept any language |
Frequently Asked Questions
What are Sparkcentral, by Hootsuite's top competitors?
Conversocial, Khoros Care (Formerly Spredfast + Lithium), and Salesforce Marketing Cloud Social Studio (Radian6 + Buddy Media) are common alternatives for Sparkcentral, by Hootsuite.
What is Sparkcentral, by Hootsuite's best feature?
Reviewers rate Social Engagement highest, with a score of 9.9.
Who uses Sparkcentral, by Hootsuite?
The most common users of Sparkcentral, by Hootsuite are from Mid-size Companies and the Telecommunications industry.