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Sparkcentral

4.2
(21)

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

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Sparkcentral Reviews

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Showing 21 Sparkcentral reviews
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Sparkcentral review by Alan R.
Alan R.
Validated Reviewer
Verified Current User
Review Source

"If making my lie easy could be described I would definitely use Sparkcentral as the title"

What do you like best?

I like the queue management and that the account can be split and that notes can be integrated into the interaction. The flow of the interaction since it allow you to move interaction from New, Pending, And Resolved. With the previous tool we had use it was difficult. The SC team is very patient with our crazy request and explain things with a lot of understanding.

What do you dislike?

That we are unable to attach items into the chat and sometimes we need to go “natively” to open items. Also, the reporting can sometimes lack information regarding the response time or individual numbers but this easily fixed by the SC team.

Recommendations to others considering the product

Always give it a try and it will surprise you. One of the best tools for a team that is trying to achieve their goals and are wanting to change from a system that has not helped them make things easier for them. Always consider reviewing the reporting and if it the information that is being looked for.

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

We can distinguish the via that the customer reached us and add information through the interaction to help us understand the ideal flow chart of the interaction. This has also helped reach customer at a higher impact and have a faster response time. It’s an easy tool for our agents to use and this can help them reach their goals more effectively.

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Sparkcentral review by Emma Louise M.
Emma Louise M.
Validated Reviewer
Review Source

"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.

What Social Customer Service solution do you use?

Thanks for letting us know!
Sparkcentral review by User in Media Production
User in Media Production
Validated Reviewer
Verified Current User
Review Source

"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.

Sparkcentral review by Suyi Harrison I.
Suyi Harrison I.
Validated Reviewer
Review Source

"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 Aaron Q.
Aaron Q.
Validated Reviewer
Verified Current User
Review Source

"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
Validated Reviewer
Review Source

"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 Arjun S.
Arjun S.
Validated Reviewer
Review Source

"Fantastic Platform, Even Better Team!"

What do you like best?

The platform is simple and efficient! The team is quick to help with any questions or issues and make fantastic business partners.

What do you dislike?

Missing certain features / channels which will hopefully be updated soon.

Recommendations to others considering the product

The product is simple and efficient, easy to use and delivers business results. The team at Spark is fantastic - quick to respond and fantastic collaborators.

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

We are able to effectively manage our social media communications for servicing, ensuring a great customer experience!

Sparkcentral review by Agency in Entertainment
Agency in Entertainment
Validated Reviewer
Verified Current User
Review Source

"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

Sparkcentral review by Executive Sponsor in Computer Software
Executive Sponsor in Computer Software
Validated Reviewer
Review Source

"Simplify digital service operations with Sparkcentral!"

What do you like best?

Helps you connect with your customers on social channels to resolve their issues, have meaningful conversations, and deliver delightful experiences to each and every one at scale.

What do you dislike?

Reporting and analytics haven't caught up to the rest of the platform.....yet. But its almost there! :)

Recommendations to others considering the product

The routing and prioritization technology is the fastest in the business, and their workforce optimization and reporting tools enable you to understand and optimize your team’s performance and workload on the fly.

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

My customers want to engage with me on social channels and Sparkcentral enables me to do it in a simple, streamlined, and fun way.

Sparkcentral review by Administrator in Internet
Administrator in Internet
Validated Reviewer
Verified Current User
Review Source

"Easy to Use, Good Service"

What do you like best?

The UI and design of this product is great. Everything is intuitive and lends itself to easy organization.

What do you dislike?

There seem to be frequent issues in terms of pulling data from the social networks.

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

We're engaging with our customers and tracking the different topics being talked about on social media. We have a small team, so we don't use the "team reporting" that much, but it is helpful to keep social conversations organized.

Sparkcentral review by AngieLove R.
AngieLove R.
Validated Reviewer
Review Source

"Sparkcentral Review"

What do you like best?

It was super easy to navigate the Sparkcentral software and being able to connect to costumers quickly.

What do you dislike?

I don't think there was anything I disliked about it that I can remember. It was very on point with what it was supposed to do.

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

This is a great costumer service tool to respond in real time to social media concerns.

Sparkcentral review by Jason F.
Jason F.
Validated Reviewer
Review Source

"Excellent Social Customer Service Mangement Platform"

What do you like best?

The content library where canned responses (though i don't recommend using canned responses) can be easily accessed is fantastic.

What do you dislike?

It's really focused on customer service. I wish it was more broadly focused because if they put the kind of care into marketing, etc., that they did into the customer service wing of this, it would be the best social management platform out there.

Recommendations to others considering the product

The only drawback is that it's not meant for other social uses. It's a customer service platform. But it's certainly one with a bend toward enabling you to drive customer advocacy. If you care about your customers, this is a fantastic social engagement platform to use.

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

I used it to arm my customer service reps with a powerful tool that allowed them to engage and manage service issues on Facebook, Twitter and more. The team was able to unify all customer care conversations for the social web in one place, track them and have quick resources to address customer issues right there in the content library.

Sparkcentral review by User in Internet
User in Internet
Validated Reviewer
Verified Current User
Review Source

"Spark Central Review"

What do you like best?

User experience is great and not complicated

What do you dislike?

Some buttons are really small to read and I would rather them in other places.

Recommendations to others considering the product

Love it for twityer

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

Responding to twitter comments about mobile issues.

Sparkcentral review by Administrator in Internet
Administrator in Internet
Validated Reviewer
Review Source

"Excellent Social Media service"

What do you like best?

I loved that the interface was super easy for a new user. During the time I worked at Netflix we used Spark central for Social Media support and when we were training new hires it was really simple to get them up to speed.

What do you dislike?

Feedback from customers real time would be very helpful

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

a great and simple way to integrate all customer inquiries from Various social media platforms.

Sparkcentral review by Administrator in Hospitality
Administrator in Hospitality
Validated Reviewer
Review Source

"Great company - even better people "

What do you like best?

The people working at SparkCentral are what make the company so valuable!

What do you dislike?

There hasn't been anything that I encountered that I didn't like.

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

We were looking for a Social Media tool that allowed us to work from a Customer Service standpoint instead of from the marketing perspective. They were able to provide the best of both worlds, but very specifically focused on the customer service side and as a result - customer experience.

Sparkcentral review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Review Source

"Great"

What do you like best?

So nicely laid out and easy to use! It made it sooo easy to really connect to my customers.

What do you dislike?

There is nothing that i truely did not like! It was kind of pricey! I want it for free!

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

To respond to costomers questions and issues more seemlessly. I have found that we have a better out reach to customers.

Sparkcentral review by User
User
Validated Reviewer
Review Source

"SparkCentral provides sparkling customer service!"

What do you like best?

It provided all relevant information in one place.

What do you dislike?

I wish there were more detailed metrics.

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

It gives us a space to notate all customer information so that we can reference it the next time we speak to that customer. We were better able to provide more thorough customer support using this software.

Sparkcentral review by User in Retail
User in Retail
Validated Reviewer
Review Source

"Good interface"

What do you like best?

Ease of switching between different social accounts

What do you dislike?

SC used to notify when a new comment was in one of our social channels via a noise, but it stopped doing so a while back. It was a beneficial feature for our team to have.

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

Customer support - quickly able to assist customers

Sparkcentral review by User in Consumer Services
User in Consumer Services
Validated Reviewer
Review Source

"Spark isn't the best out there, but it gets the job done!"

What do you like best?

I like that it connects all of the agents together while still allowing for searches and individual conversations.

What do you dislike?

Nothing, its a very basic system & it does what it is suppose to.

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

Most everything for the business in one location. Its very effective

Sparkcentral review by User in Hospitality
User in Hospitality
Validated Reviewer
Review Source

"Able to cutout the middle man"

What do you like best?

Makes it easy to avoid the phone and talk to customers in a way they feel comfortable-via social media platforms

What do you dislike?

Tends to timeout, but not that big of an issue

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

How much easier working in real time solves customer issues instead of playing phone tag

Sparkcentral review by Consultant in Hospital & Health Care
Consultant in Hospital & Health Care
Validated Reviewer
Review Source

"Workin great"

What do you like best?

How easy it organized every part of the system

What do you dislike?

To many options were at play sometimes got confusing

Recommendations to others considering the product

Totally use it

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

I realized its solved a problem when faced from going to desk from laptop

Kate from G2 Crowd

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