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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- About
- 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
(1-9 of 9)Companies can't remove reviews or game the system. Here's why
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.
- Sparkcentral provides great customer support.
- Love the user feed.
- Knowledge Base.
- Better Reporting.
- More targeted insights.
- Developing specific user profiles as to give Sparkcentral users-targeted insights regarding customer interaction.
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.
- It's an excellent tool for collaboration. The UX is friendly and intuitive and our team loves the internal chat.
- The workflow is seamless and provides easy-to-use features for the team and leaders to do what they need to do.
- The integrated knowledge base is easy to manage, search and use.
- We could always use deeper and richer reporting features! It would be nice to have a way to easily set up notifications for other departments.
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!
- Love the tabs for each brand our company manages on social media. We manage several so it keeps things nice and neat.
- Love the easy to use layout.
- Love the boomerang feature. It is helpful when we need to follow up on something since it will come back in our feed at whatever time we set as a reminder, so we don't forget about it.
- Bringing back the option to see not only who is responding to a customers post, but actually seeing the response as they are typing it out. That was a neat feature to have.
- It will timeout, which is a bit annoying sometimes but not a huge deal.
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.
- Sparkcentral makes it incredibly easy to manage queues, and assist repeat customers without losing any efficiency in the conversation. Agents are able to see a constant flow of the conversation so they are able to better respond and assist the customers.
- Agents are able to set up reminders so they can better follow up with customers. This allows them to either ensure resolution was achieved as expected, or surprise and delight the customer with a follow up several weeks or months out.
- The workflow is one of the greatest features of Spark. It allows you to avoid agent collisions by pushing conversations to the next available agent versus agents choosing them and potentially responding twice. Agents are also able to see when a co-worker is working on a post and can move on to the next or assist if needed.
- The only drawback for my group with Sparkcentral is the lack of a unified queue. We manage 19 different social pages and counting, and are unable to see all of the traffic in one location. Agents having to go between 19+ pages to check for content can make it less efficient on time.
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.
- It pulls in customer mentions in real time.
- Collects data through tagging that used for market research.
- Queues messages to crewmembers. Avoids overlap.
- Allows us to monitor real-time what's being sent out.
- Improve reporting functions.
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.
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.
- Very user friendly (ease of use) there is no need for a difficult set up or user training. It is very intuitive and has no difficult or useless buttons
- It performs faster than other tools, it is the fastest in capturing messages and dealing with them.
- Reporting services are very limited, but is not a social media listening tool, but there could be more data in it.
January 23, 2015
For companies serious about social media customer care - there is nothing quite like Sparkcentral.
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.
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.
- The biggest advantage of the Sparkcentral platform is its "inbox zero" philosophy. With this, our customer support requests are queued within the app, and agents need to work down the queue to keep it empty.
- The app is designed from the ground up for customer care - instead of taking a generic social platform, and sprinkling in some customer care tools. Everything about Sparkcental is designed for helping our customers.
- Sparkcentral allows us to do much better CRM. We can make customer notes, see recent interactions, determine who helped the customer (and when).
- Mobile is lacking entirely. While the site is responsive, it is not possible to use Sparkcentral on the go with a mobile device smaller than a tablet.
March 21, 2014
Sparkcentral - the king of community management tools
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.
- User interface and experience is top notch.
- Conversation management tools make it easy for multiple users to work together on the same account.
- Reporting & Statistics are super helpful when following your team members use of the software.
- Still need to integrate Instagram tracking into the software.