Simplify360 vs. Sparkcentral (discontinued)

To talk directly to the Simplify 360 management and take a call post that. One of the key aspects of investing in any enterprise software is how easy the implementation is and how much support that a company can get in the early implementation process. We have had a quick ramp up learning the tool and had constant interactions with the team at Simplify to better understand and manage issues or get questions answered

Sparkcentral has an extremely dedicated customer service team The platform UX is brilliant Reports are very detailed & easy to export The system is stable more than 98% of the time Queue management is extremely easy They need to work on a mobile app / making the website mobile friendly The ability to add more social media channels is essential

Incentivized

• Great and interactive UI; easy to set-up profile
• seamless flow in monitoring, engagement and campaign analytics
• Very powerful Twitter and FAcebook Insights

• 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.

Incentivized

• I will like to see some improvement in the intuitiveness of the system. There are some great features hidden behind the curtains.

• 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.

Incentivized

Support team of Simplify360 is amazing and they are flexible. There is no other tool on earth which is so customizable, but here the team is open for changes and take a hit on their product pipeline to deliver satisfaction to you

Sparkcentral has never given us a good reason to consider any other option. Aside from all the positive points I mentioned in previous areas of this review, something else that has really impressed us is their customer service (makes sense, they're a customer service company after all!). Any time we have a question or concern, we send them an email and we get a response almost instantly.

The system meets all my expectations.

Incentivized

Incredible customer service team that replies back very quickly, follows up on the reported issue till it's resolved in a very timely manner.

Incentivized

In side by side analysis, Simplify 360 was much easier to set up teams, work flow and the brand monitoring was quite a bit more accurate

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

• Reduction of weekly and monthly report building time by over 70%
• Lead generation increased by over 30%.
• Online brand negativity neutralized by over 80%.

• 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.

Incentivized