Sparkcentral Reviews

Sparkcentral is next level when it comes to customer support. Our agents are able to offer top-tier support across all our traditional channels while also testing new channels in new markets. Efficiency and quality have improved but rather than at the too-often-found-cost of dehumanising the people behind customer support by putting them up against unrealistic KPIs, the agents are better supported and able to improve themselves within the tool.

Genuinely nothing to complain about so far. In fact, we have been promised some super interesting Beta testing of integrated language tools within some of the available channels next year which I'm very excited about.

Check what kind of ROI you will get - it'll likely be excellent

We can provide CS across all of our channels in one place - excellent reporting improve job satisfaction and efficiency - excellent ROI

We are a multi-lingual organization. The automatic language detection was a big win for us. The team at Sparkcentral is also listening to us and actively improving the product to meet our needs.

The biggest downside is the inability to connect to multiple CRM platforms. We have three instances of MSD, but we would only be able to connect to one. It would also be helpful to assign Topics and Tags to specific products and those products to Teams - this way, I can provide my teams with the best Topics and Tags without overwhelming them with too many!

I highly recommend Sparkcentral and the team at Hootsuite. I've been working closely with them for two years and know they continue to invest in us as customers.

The Knowledge Base in Sparkcentral is excellent! I can create unique collections and assign them to specific teams; simultaneously, as an Admin, I can search and keep track of all the Snippets across all the Collections. Sparkcentral's dashboard is straightforward for the agents to work in, and the reports for the supervisors are comprehensive. We can better understand the context of our customers' messages and then improve on our ads and customer service.

The way the inbox is displayed, all the in-depth reports we have access to, all the Social Media channels we can add, and how much we can personalize the tool to our needs.

At the moment, the only feature I dislike is the fact that if you have the 'Available' status and you have a conversation selected, it will automatically show that you are replying to it, which sometimes generates doubt between the agents since they don't know if that person is actually handling that message or not.

In a nutshell, it is a great tool and a massive improvement to what we had previously with Hootsuite. I totally recommend it!

We are having direct messages and comments from Instagram directly in the Inbox, better and more in-depth reports, possibility to add Social Media channels that we intend to work with in the future, such as Whatsapp. Sparkcentral will allow us as well to have a more proactive approach and maybe use it to reach our customers instead of waiting for them to contact us first.

The best thing is you can communicate with your customers on a social media platform they use day to day and make it convenient for everyone while also being able to keep it personal.

Maybe adding more social media platforms to reach more consumers, such as facebook messenger.

Social barriers in order to reach a wide range of consumers has gotten easier with using Sparkcentral by Hootsuite. We realized many people prefer messaging on platforms they are familiar and confortable with.

The overall design and aethetics-colour, font is pleasing to the eye. Very modern and sophisticated.

The few to less option to integrate to 3rd-party APIs. Please allow Microsoft Power Platform API integration

It's a good system to use. The interface is modern and the design is pleasing. Try it.

Customer service support on Social Media. It helps us serviced our customers who are on Social Media

A brilliant platform with a great team behind it, the platform is extremely stable, user friendly & the technical team is extremely helpful.

I honestly didn’t dislike anything about Sparkcentral

A great platform to manage your customer service social media channels easily.

Being able to reply to customers on time.

Sparkcentral has been monumental in building our social media platform. This system has streamlined our customer service on social media and the results are clearly show in our massive increase in engagement since switching over to their platform.

The only downside to sparkcentral is we are only able to see the resolved conversations from the last three days easily. It would be great if a longer period of time was accessible from the conversations tab

Definitely take a serious look at it! The quality is there!

Response times have been greatly improved since using Sparkcentral. Another problem this solved for us when we expanded in to social media was allowing the employees to be able to see the customer response, the social media post they are replying to and reply back all without using Facebook. We did not want to give our employees access to this website and Spark as been a great workaround for this.

The user-friendly view, the functionalities that are insightful and up to date.

I have no comments here. all good. Thanks

Use it with confidence and communicate your needs to the team, as they can make them a reality.

Customer engagement >> Customer Support.

Centralized approach, easy monitoring of the performance and insightful reports.

What do you like best?

What do you dislike?

Recommendations to others considering the product:

What problems are you solving with the product? What benefits have you realized?

I really enjoy the Knowledge Base, easy to use and offers alternative to search by folder or keywords. I also appreciate their support team, as they always answer in a timely manner and offer complete assistance. Not many newsletters, but only relevant ones.

There isn't anything I particularly dislike. I'd like to have more flexibility in reporting and less manual work for automations.

I really enjoy how easy is to get trained and supported with any kind of issues. The team is lovely and easy to get in touch with. The platform is also quite intuitive. You will need to be sure about what are your needs, so that the team can support you properly.

Also make sure that there are clear administrators with clear roles. A very useful tool is the team routing, to make sure the correct team receives the correct chats.

It helps to have a clear overview of channels without jumping from one window to the other.