Sparkcentral

(19)
4.1 out of 5 stars

Sparkcentral is the fastest enterprise social media helpdesk platform, specifically built for high-volume and real-time engagement.

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Sparkcentral review by <span>Emma Louise M.</span>
Emma Louise M.
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SparkCentral – social response software for high volumes

What do you like best?

The speed at which the contacts enter Spark, leading to efficient solving, and the bio information on users that enter the queue and seeing their past interactions with us, making a CRM type system.

What do you dislike?

Having to have separate tabs for Facebook and Twitter – I'd love if they could be consolidated into one queue, like Sprout Social.

Recommendations to others considering the product

I wouldn't hesitate in recommending it – just be sure to check if it has everything your company needs for social media communications. It's designed for support as opposed to marketing, so you may need to try it out in line with other tools you use to see if they're compatible.

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

We've realized we can respond to users within our goal time of <10 mins, which reassures them hugely. We can also get potentially snowballing and mediaworthy issues under control quickly, meaning fewer headaches for our press and comms team.

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Sparkcentral review by User in Media Production
User in Media Production
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Pretty Ok

What do you like best?

I like that it seems to be pretty timely. You receive your incoming volume pretty quickly. You are able to create bios for users which helps when there are multiple agents trying to solve a single case; therefore there is a history.

What do you dislike?

There's no way to mark sentiment without creating a tag. Videos have not been loading into the platform for engagement. Oftentimes there is latency issues. Cannot hide certain posts (like contest posts and posts being boosted by ad buy money) to separate from regular posts. Also wish there were scheduling capabilities.

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

I am able to tag certain issues and give my client an accurate count of incoming tags. Automations help with the amount of volume as we receive hundreds per week. It is beneficial to provide these tags to my clients as they like to know how much chatter is around a given subject.

What Social Customer Service solution do you use?

Thanks for letting us know!
Sparkcentral review by <span>Suyi Harrison I.</span>
Suyi Harrison I.
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Spark allowed us leverage the customer opportunity available on social networks.

What do you like best?

In time past we had social media accounts which we paid very little attention as we just never got around to appointing a staff to man this mediums.Spark allowed us reach potential users on social media.Being able to respond to queries on twitter,Facebook and on our website all from a single software was just what we needed as we no longer needed to assign different people to manage this mediums.#Spark came at the right time.

What do you dislike?

Cannot think of anything but maybe I just wish we had known about this programme way earlier than we did.

Recommendations to others considering the product

Social media is where companies will get 60-70% of their customers in 4-5 years time.Spark probably allows businesses get used to this before then.

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

Sparkcentral allowed us leverage the potentials of Facebook,and Twitter to grow our brand.

Sparkcentral review by <span>Aaron Q.</span>
Aaron Q.
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Great for managing company twitter accounts

What do you like best?

different views and ability to set tweets as pending to come back to at a later time is great for cross-timezone teams

What do you dislike?

The URL shorterner adds the link but doesn't update the character account until you click back on the tweet.

Recommendations to others considering the product

if you have a company twitter it's a great tool to try out. Our tweet replies have become more efficient and easier to handle.

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

answering tweets with speed and accuracy as a team is made simple with this tool.

Sparkcentral review by User in Computer Software
User in Computer Software
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Great platform for group chats as well as individual chats

What do you like best?

I enjoy being able to hold conversations with my team using Sparkcentral. It's pretty intuitive and allows for many different privacy levels.

What do you dislike?

It's a little "clunky" going through the gyrations needed to get it installed and to be approved for specific groups. Nothing overwhelming, just a few more steps than I prefer.

Recommendations to others considering the product

Good to compare its features to those of other messaging software before determining which is best for your organization.

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

We were looking for a way to have group chats that could be private, public, invitation only. We were looking for ways to have them such that they could pertain to specific needs such as "known issues" or "Susan's Team". This has worked very well for us. Membership has to be approved so this keeps the parameters of who can join what group very tightly controlled.

Sparkcentral review by Agency in Entertainment
Agency in Entertainment
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Sparkcentral makes brand conversation fast and easy!

What do you like best?

Sparkcentral has an easy to use interface, and brands can interact with fans and deploy messages via social media with the click of a button. This unification has been helpful for us and seems to be the way of the future. The customer service team is fantastic and responds quickly to issues and questions.

What do you dislike?

Initial set up can take time, but this is normal when you are multiple social media platforms.

Recommendations to others considering the product

If you are a brand - or an agency working on behalf of brands - looking to have your CRM, social media, and cloud integrated into one platform, I highly recommend looking into Sparkcentral. Once fully integrated, the ease of use is great, with a supportive help desk.

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

Social media, CRM, cloud integration

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