Overall Satisfaction with Sparkcentral
Sparkcentral is used by the Social Customer Care team, a subset of our Technical Support department. It addresses customer services on social media, solving issues for customers & receiving feedback over social media channels.
- Sparckcentral has amazing customer success reps and account managers. They are very communicative and quick to help resolve any issues.
- Sparkcentral has a robust system for keeping track of customers' account information. Everything we need to keep track of is already included.
- The Secure Authentication feature in Sparkcentral helps establish a secure relationship with our customers; it shows that we take their security very seriously and that they can trust us.
- It would be good to see some more robust metrics/reporting details
- Using SparkCentral has accomplished our objective of increasing customer engagement and customer satisfaction for our social media support channels.
- SproutSocial, Oracle and TweetDeck
Sparkcentral is very organized and robust in terms of using it for customer service/tech support. It allows you to record detailed information about your customers, and provides thorough customer support histories which are very helpful as well.