Sparkcentral (discontinued)

We used Sparkcentral to engage & reply to customers' enquires, Sparkcentral helped us a lot in reducing the first response time, the automation feature & the ability to automatically remove all the unwanted interactions from the queue got us more productive & we were able to focus more on our customer's inquiries. the reports are very detailed as well.

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

Sparkcentral is being used by our digital customer care team. It helps provide transparency to energy customers in regards to their contract as well as provide them with information regarding inquiries.

Sparkcentral is great for real-time customer service situations e.g. Twitter Q&A sessions. I would like to see Sparkcentral offer more tools that can integrate with marketing initiatives.

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.

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.

We use Sparkcentral to manage Facebook and Twitter pages for multiple clients. It has allowed us to cut down or handle time, making it easier to handle larger volumes in a shorter time, compared to uses of previous software. It has also allowed us to provide our clients with reports and breakdowns of what type of volume they are receiving, while previously we were only able to offer sentiment reports. The tagging system has given us the opportunity to tailor these reports uniquely to each client, and even each platform.

Regardless if your needs are in engagement, monitoring, or customer service, Sparkcentral handles it very well. More importantly, if there is something you are unsatisfied with they are always working to make improvements.

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.

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.

At the company I work for we really enjoy using Sparkcentral as the tool to manage our social media posts. We have several different pages we currently manage and this tool makes it so easy to access them, and assist our customers quickly which is really important to us. I also like how organized this tool allows everything to be with the tabs and different features. Thank you Sparkcentral for this amazing tool!

This is a great tool to use to manage social media accounts especially if you have several different pages you manage like we do. It is very user friendly, and easy to train new agents on. I have no complaints. We love this tool! Thank you again Sparkcentral! You rock!

We currently utilize Sparkcentral in our digital care department here at Direct Energy. It allows us to quickly aggregate content and engage with our customers on social media, throughout all of our brands, and assist with any needs they may have.

Spearkcentral is a fantastic social care tool and does well in any industry.

We are a social media agency as a whole. It is being used by myself and another social media manager for engaging and reporting. I never miss a thing because it catches everything, even if we have our organic FB settings displayed to not show certain things like curse words/red level items. It really aids in reporting with the tagging feature.

Sparkcentral is appropriate for engaging and monitoring, as well as reporting on the two. It is not good for scheduling as of right now.

We use Sparkcentral to track and respond to customers who contact us via Facebook and Twitter. Sparkcentral allows us to respond individually to customers in a very organized and professional way. It's used solely by our Social Media Support Team who consist of about 30 work-from-home crewmembers.

Sparkcentral is for companies with social customer support teams. It keeps you organized and helps you to efficiently respond to customers.

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.

Sparkcentral would be well suited for anyone needing to manage and execute excellent customer service and technical support. It would be less appropriate for basic, day-to-day Twitter publishing.