Sparkcentral is the solution we were looking for
October 28, 2016

Sparkcentral is the solution we were looking for

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Sparkcentral

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.
  • Because of the visibility Sparkcentral offers in terms of volume and managing a team, we've only had to grow the team by 5% over the past two years, despite a >5% increase in overall volume.
Sparkcentral is great for a team that wants to engage with customers. It's not necessarily a listening or analytics tool, but it supports customer service very well.