The go to platform for brilliant customer service
We used Sparkcentral to engage & reply to customers' enquires, Sparkcentral helped us a lot in reducing the first response time, the …
Sparkcentral, by Hootsuite
Sparkcentral, by Hootsuite
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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Pricing
View all pricingStarter 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
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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 Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | Global |
| Supported Languages | English Interface, Software can accept any language |
Sparkcentral, by Hootsuite Downloadables
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).
Comparisons
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Reviews and Ratings
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We used Sparkcentral to engage & reply to customers' enquires, Sparkcentral helped us a lot in reducing the first response time, the automation feature & the ability to automatically remove all the unwanted interactions from the queue got us more productive & we were able to focus more on our customer's inquiries. the reports are very detailed as well.
November 04, 2016
Sparkcentral Review
Sparkcentral is being used by our digital customer care team. It helps provide transparency to energy customers in regards to their contract as well as provide them with information regarding inquiries.
November 04, 2016
Best Review Ever
We currently utilize Sparkcentral for our social media care platform. This platform allows us to engage with customers via Twitter and Facebook to answer questions regarding their accounts, or future accounts, with us.
October 28, 2016
Delightfully Satisfied
We use Sparkcentral to manage Facebook and Twitter pages for multiple clients. It has allowed us to cut down or handle time, making it easier to handle larger volumes in a shorter time, compared to uses of previous software. It has also allowed us to provide our clients with reports and breakdowns of what type of volume they are receiving, while previously we were only able to offer sentiment reports. The tagging system has given us the opportunity to tailor these reports uniquely to each client, and even each platform.
October 28, 2016
Sparkcentral is the solution we were looking for
Primarily, Sparkcentral is used by our social media support team, within customer support, to monitor all incoming mentions of JetBlue from Facebook and Twitter and to engage with our customers. In addition to that, our customer insight team uses Sparkcentral's reporting and several other stakeholders have access in order to see social mentions in real-time or check reports.
October 25, 2016
Sparkcentral is the best! If you want a easy to use tool to manage social media, choose them!
At the company I work for we really enjoy using Sparkcentral as the tool to manage our social media posts. We have several different pages we currently manage and this tool makes it so easy to access them, and assist our customers quickly which is really important to us. I also like how organized this tool allows everything to be with the tabs and different features. Thank you Sparkcentral for this amazing tool!
October 25, 2016
Sparkcentral is the smart choice
We currently utilize Sparkcentral in our digital care department here at Direct Energy. It allows us to quickly aggregate content and engage with our customers on social media, throughout all of our brands, and assist with any needs they may have.
October 25, 2016
My Sparkcentral Review
We are a social media agency as a whole. It is being used by myself and another social media manager for engaging and reporting. I never miss a thing because it catches everything, even if we have our organic FB settings displayed to not show certain things like curse words/red level items. It really aids in reporting with the tagging feature.
October 24, 2016
Respond quickly and efficiently
We use Sparkcentral to track and respond to customers who contact us via Facebook and Twitter. Sparkcentral allows us to respond individually to customers in a very organized and professional way. It's used solely by our Social Media Support Team who consist of about 30 work-from-home crewmembers.
August 09, 2016
Sparkcentral Sparkles for Social
Sparkcentral is used by the Social Customer Care team, a subset of our Technical Support department. It addresses customer services on social media, solving issues for customers & receiving feedback over social media channels.
December 03, 2015
User-friendly, could use a bit of polishing up!
Sparkcentral is being used by our organization across a team of 10, separated by two states. It helps us respond to customers via social networking channels ,Twitter and Facebook.
April 30, 2015
Sparkcentral has taken Brussels Airlines' social media customer service to a whole new level
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 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.
January 23, 2015
For companies serious about social media customer care - there is nothing quite like Sparkcentral.
In late 2013, we embarked on a mission to split our social publishing in half. Our existing setup was to have our customer care team, and our social media marketing team both work within Hootsuite. While Hootsuite performs very well, it is not the best option for either of our needs; publishing or customer care.
Within our company, we offer 24/7/365 customer care in social media using a team of 20 trained agents. Our main issues in Hootsuite for customer care were the lack of a good workflow management, weak customer interaction history and lack of basics like locking customer cards to prevent duplicated replies. We also experienced agents who would sometimes pick and chose which customers to reply to, sometimes delaying replies to inquiries that need some extra work. Additionally, we could not always determine which agent was responsible for a reply.
Within our company, we offer 24/7/365 customer care in social media using a team of 20 trained agents. Our main issues in Hootsuite for customer care were the lack of a good workflow management, weak customer interaction history and lack of basics like locking customer cards to prevent duplicated replies. We also experienced agents who would sometimes pick and chose which customers to reply to, sometimes delaying replies to inquiries that need some extra work. Additionally, we could not always determine which agent was responsible for a reply.
December 30, 2014
I don't know what our company would do without Sparkcentral. An excellent product that serves all our needs.
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.
March 21, 2014
Sparkcentral - the king of community management tools
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.