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 …
Overview
What is Sparkcentral (discontinued)?
Sparkcentral was a social customer care solution and cloud-based customer engagement platform that catered specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service. Sparkcentral was acquired by Hootsuite in January 2021. The…
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What is Sparkcentral (discontinued)?
Sparkcentral was a social customer care solution and cloud-based customer engagement platform that catered specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service. Sparkcentral was acquired by Hootsuite in January 2021. The product…
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- Integrations
- Competitors
- Tech Details
- FAQs
What is Sparkcentral (discontinued)?
Sparkcentral was a social customer care solution and cloud-based customer engagement platform that catered specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service. Sparkcentral was acquired by Hootsuite in January 2021. The product has since been discontinued.
Sparkcentral (discontinued) 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 (discontinued) Integrations
- Salesforce Service Cloud
- WhatsApp Business
- Messenger
Sparkcentral (discontinued) Competitors
Sparkcentral (discontinued) 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 |
Frequently Asked Questions
Sparkcentral was a social customer care solution and cloud-based customer engagement platform that catered specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service. Sparkcentral was acquired by Hootsuite in January 2021. The product has since been discontinued.
Verint Messaging, Khoros Care, and Salesforce Marketing Cloud Social Studio (retiring) are common alternatives for Sparkcentral (discontinued).
Reviewers rate Support Rating highest, with a score of 10.
The most common users of Sparkcentral (discontinued) are from Enterprises (1,001+ employees).
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(27)Attribute Ratings
Reviews
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
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.
- Customer Service response time is brilliant
- Reports are extremly detailed
- Queue management & the interface of the platform is very user friendly
- Allowing users to connect more social media platforms
- Having a mobile app is extremly essential as the website is not mobile friendly
- Better customer service
- Improved first response time
- Better average handling time for the agents
Comparing Sparkcentral with other platforms might be a bit unfair! the platform stands out in so many areas, to be honest.
April 30, 2015
Sparkcentral has taken Brussels Airlines' social media customer service to a whole new level
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.
- Sparkcentral lets us have a super efficient overview of customer requests via social media. Multiple team members can work in the tool without the threat of double answers to the same request.
- The assign option within Sparckcentral allows you to implement the tool throughout your organization and assign questions to the concerned departments, which is extremely important when you're in a complex business like aviation.
- Sparkcentral allows you to see the entire history you've had with a customer, so you never have to worry about giving an embarrassing answer and most importantly, it allows you to have an even more personalized conversation with your customers.
- It would be great if Sparkcentral could capture all our online customer requests and reviews, meaning aviation and travel forums. That way we could manage the conversations with our clients even better
- The reporting functionalities could be improved, so that KPI's can be evaluated better, but I know that Sparkcentral is working on this. Their teams are constantly working on improving the product.
- 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.
- Implemented in-house
Yes
Yes! We have a direct contact at Sparkcentral who makes sure that we get a timely response to any issues we encounter
December 30, 2014
I don't know what our company would do without Sparkcentral. An excellent product that serves all our needs.
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.
- Sparkcentral has a simple interface that makes internal training an easy and time saving process.
- With Sparkcentral, we can easily distribute access to our Twitter handles and track the performance of agents.
- Dealing with a large amount of customers, Sparkcentral is great for finding past interactions on Social Media.
- We've been with Sparkcentral since the early days and I honestly can not think of a single thing with the current app that I am disappointed with.
- 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.
A few months ago we decided it would be smart to look into back up options in case Sparkcentral ever had technical issues (it never has, but we like to have redundancies in place) and I could not find a company or product that offered all the features I love and have become used to with Sparkcentral. Similar products put statistics and analytics at the forefront of what they offer, which in turn creates a confusing interface with a lot of things our customer service agents do not need or want to deal with - this makes training on the product difficult. Sparkcentral offers these same great statistics/analytics but in an organized interface that does not interfere with our primary use of the product: engagement. This may be a cliche phrase, but I literally can't image what we would do without Sparkcentral.