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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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 Mid-sized Companies (51-1,000 employees).
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(27)Attribute Ratings
Reviews
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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.
- 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.
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.
- The most important positive impact Sparkcentral had was immediately visible - our response time dropped 90%. We used to have interactions wait for over an hour to be handled, but we're now down to an 8 minute average.
- The quality of our responses has improved - we're able to provide our agents with the tools they need to create well written replies, and have basics like automatically splitting of messages to send longer replies on Twitter.
- Our customer support in social improved so much, that we actually won an award just 6 months after implementation.
- Hootsuite Enterprise,CoTweet,RightNow
Sparkcentral is in an excellent place - they are the only true stand-alone social media customer care platform. We also provide support through Oracle RightNow (Chat/email), but the social add-on for that appeared to be weak. Hootsuite works fine for small teams of low volume customer care, but for a dedicated social care platform, we could not find anything else worth considering.
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.