Clarabridge (discontinued) vs. Sparkcentral (discontinued)

Call centers with heavy volumes can really benefit from Clarabridge.

Incentivized

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

• Categorization: It is able to take the data and truly put into different categories based on what you create/ choose in the admin panel.
• Sentiment analysis: It creates a sentiment (which you can edit) for every single word in the survey.
• Customer Service: they are very quick and on point with requests and communicating new releases as well as training/ assistance.

Incentivized

• 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

• User interface could be more intuitive.

Incentivized

• 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

Extensive featureset, great customer service.

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.

The system meets all my expectations.

Incentivized

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

Clarabridge is far superior and the two truly can not be compared or spoken of in the same category. I would be open to the discussion of the many differences

Incentivized

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

• SLA Fractures quite a bit especially when we were in FB Jail
• KPI not being met because of lack of publishing and responses
• Customer Service suffered from not having a way to DM everyone

Incentivized

• 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