Sparkcentral (discontinued)

Sparkcentral (discontinued)

Sparkcentral (discontinued)

27 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Sparkcentral (discontinued)	Score 10.0 out of 10	N/A	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.	N/A

Pricing

Sparkcentral (discontinued)

Editions & Modules

No answers on this topic

Offerings

Pricing Offerings
Sparkcentral (discontinued)
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No

Entry-level Setup Fee

No setup fee

Additional Details

—

More Pricing Information

Community Pulse
	Sparkcentral (discontinued)
Considered Both Products	Sparkcentral (discontinued) Islam Farrag Social Media Manager Chose Sparkcentral (discontinued) Comparing Sparkcentral with other platforms might be a bit unfair! the platform stands out in so many areas, to be honest. Incentivized Helpful? Michael Chorley Digital Analyst Chose Sparkcentral (discontinued) I like how more focused Sparkcentral is around customer care specifically, whereas Spredfast does a lot of things well but no one thing greatly. Incentivized Helpful? Verified User Anonymous Chose Sparkcentral (discontinued) 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. Incentivized Helpful? Tukio Machini Social Media Engagement Assistant Chose Sparkcentral (discontinued) Sparkcentral does what it has offered to do, where other software made empty promises, Sparkcentral delivers. They also inform us, anytime they are undergoing maintenance or when Twitter or Facebook has an API change, where in previous cases we would have to discover this … Incentivized Helpful? Eden Wallace Manager of Customer Chat and Social Media Chose Sparkcentral (discontinued) I have used Lithium and Spredfast platforms in the past for social care. Incentivized Helpful? Renn Johnson Social Media Account Manager Chose Sparkcentral (discontinued) I selected Sparkcentral because I am a social media engagement director, so engagement is top priority for me and Sparkcentral does exactly that. It's not focused on marketing, word clouds, etc. It's focused on the incoming social media volume of your brand. Incentivized Helpful? Brent Devey Supervisor Social Media Support Chose Sparkcentral (discontinued) Sparkcentral is an innovative tool and it just works. It works better than other tools we've attempted to use. It's simple and intuitive. Incentivized Helpful? Ellice Soliven Social Customer Care Rep. Chose Sparkcentral (discontinued) 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. Incentivized Helpful? Verified User Anonymous Chose Sparkcentral (discontinued) 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 … Helpful? Steven De Deyne Innovation & Product Development Chose Sparkcentral (discontinued) Engagor,Radian6,HootSuite Pro,RightNow,autonomy explore Helpful? Adam Kossoff Social Media Director Chose Sparkcentral (discontinued) While it was more expensive, Sparkcentral blows other competitors away with their comprehensive tools and ease of use. Helpful? Andrew (Drew) Johnston Social Media Coordinator Chose Sparkcentral (discontinued) A few months ago we decided it would be smart to look into back up options in case Sparkcentral ever had technical issues (it never has, but we like to have redundancies in place) and I could not find a company or product that offered all the features I love and have become … Helpful?

Best Alternatives
	Sparkcentral (discontinued)
Small Businesses	Simplify360 Score 7.8 out of 10
Medium-sized Companies	Front Score 7.1 out of 10
Enterprises	Front Score 7.1 out of 10
All Alternatives	View all alternatives

User Ratings
	Sparkcentral (discontinued)
Likelihood to Recommend	10.0 (0 ratings)
Likelihood to Renew	8.7 (0 ratings)
Usability	10.0 (0 ratings)
Support Rating	10.0 (0 ratings)

User Testimonials
	Sparkcentral (discontinued)
Likelihood to Recommend	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 Islam Farrag Social Media Manager Read full review
Pros	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 Verified User Anonymous Read full review
Cons	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 Melinda Cox Digital Care Specialist Read full review
Likelihood to Renew	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. Andrew (Drew) Johnston Social Media Coordinator Read full review
Usability	The system meets all my expectations. Incentivized Islam Farrag Social Media Manager Read full review
Support Rating	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 Islam Farrag Social Media Manager Read full review
Alternatives Considered	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 Verified User Anonymous Read full review
Return on Investment	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 Verified User Anonymous Read full review
ScreenShots