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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Islam Farrag | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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

Best Review Ever

Score 8 out of 10
Vetted Review
Verified User
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

Tukio Machini | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
Score 10 out of 10
Vetted Review
Verified User
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.
Melinda Cox | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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!
Eden Wallace | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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

Renn Johnson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
Brent Devey | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
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.
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.
Score 10 out of 10
Vetted Review
Verified User
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.
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.
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.
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