Best Review Ever
November 04, 2016

Best Review Ever

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Sparkcentral

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.
  • Providing customers the option to contact us via social media cuts costs for the company by lowering call in numbers and creating a more efficient way of assisting customers where they are.
  • Currently there is not an option to separate outside of business hours reporting for response time and within business hours. This can cause a pain point when reporting to other departments as it calculates a higher response time than the accurate one due to outside business hours.
Pros:
1. Layout is more user-friendly than the previous platforms.
2. Real-time data on system issues where each user is able to see it and respond accordingly.
3. The previous option to see another user responding to the customer while in training.

Cons:
1. No truly unified queue.
2. The option to see another user responding was removed in a recent update.
3. Bulk resolve doesn't allow you to choose the posts that will be deleted.
Sparkcentral as a whole is a great care tool. The knowledge base update was a great addition. A unified queue is something our team is eagerly awaiting.