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
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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 Enterprises (1,001+ employees).
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(27)Attribute Ratings
Reviews
(1-7 of 7)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
November 04, 2016
Best Review Ever
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.
- Our team enjoys the fact that if there is an issue with the site the developers provide an update across the top of the platform. This allows us to receive real time data and plan accordingly.
- The knowledge base updates which allow you to have a personal and default collection work great! This allows us to have uniform information for any important disclosures that need to be provided for customers, but also allows us the option to have our own way of providing customers information.
- Customizing reports is key for us. There are different pieces of information needed for various reports we pull to show what we do. This allows us the option to build what we need as we go.
- In the beginning our team had the option to see what another user was typing as they responded to a post. With the latest update, this was taken away. That feature was key for us to shadow agents remotely who are still in training to provide real time feedback.
- Our company has a number of different brands that we manage. Having a truly unified queue would be a great addition for us!
- The bulk resolve should allow the option to select on the posts that you wish to resolve instead of selecting a time frame for bulk resolve. Often we find that marketing posts generate more volume in the evening. However, there are sometimes posts where the customer needs assistance during that time. So, if we were to bulk resolve for a certain number of evening hours we would potentially miss a customer's concern through that option as it is currently. But, if the option was to go through and select on all marketing posts and then bulk resolve you would ensure that you are not missing a post where a customer needs assistance.
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.
December 03, 2015
User-friendly, could use a bit of polishing up!
Sparkcentral is being used by our organization across a team of 10, separated by two states. It helps us respond to customers via social networking channels ,Twitter and Facebook.
- Sparkcentral is user-friendly and easy to learn.
- Sparkcentral leaves room for notes to be left about your customer, so you can remember information for the next time you talk.
- Sparkcentral's topic feature allows us to filter out easier questions to newer team members.
- I'd like to see Sparkcentral work out their kinks. Our team often has small bugs that aren't resolved after reporting that we just work around.
- I'd like to see a feature where we don't have to log out/in between Twitter accounts to favorite a Tweet from a specific account or view a direct message from that account.
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.