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
$
Omnichannel Package
$$
Enterprise Package
$$$
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
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Sparkcentral Review
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Delightfully Satisfied
Sparkcentral is the solution we were looking for
Sparkcentral is the best! If you want a easy to use tool to manage social media, choose them!
Sparkcentral is the smart choice
My Sparkcentral Review
Respond quickly and efficiently
Sparkcentral Sparkles for Social
User-friendly, could use a bit of polishing up!
Sparkcentral has taken Brussels Airlines' social media customer service to a whole new level
For companies serious about social media customer care - there is nothing quite like Sparkcentral.
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.