Sparkcentral (discontinued) Reviews and Ratings

Rating: 10 out of 10

Score

10 out of 10

Reviews

16 Reviews

The go to platform for brilliant customer service

Rating: 10 out of 10

Incentivized

May 31, 2022

Use Cases and Deployment Scope

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.

Pros

Customer Service response time is brilliant
Reports are extremly detailed
Queue management & the interface of the platform is very user friendly

Cons

Allowing users to connect more social media platforms
Having a mobile app is extremly essential as the website is not mobile friendly

Likelihood to Recommend

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

Islam Farrag

Social Media Manager in Social Media at noon (10,001+ employees)

Vetted Review

5 years of experience

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Sparkcentral Review

Rating: 8 out of 10

Incentivized

November 4, 2016

Use Cases and Deployment Scope

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.

Pros

Sparkcentral provides great customer support.
Love the user feed.
Knowledge Base.

Cons

Better Reporting.
More targeted insights.
Developing specific user profiles as to give Sparkcentral users-targeted insights regarding customer interaction.

Likelihood to Recommend

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.

Michael Chorley

Digital Analyst in Customer Service at Direct Energy (5001-10,000 employees)

Vetted Review

1 year of experience

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Best Review Ever

Rating: 8 out of 10

Incentivized

November 4, 2016

Use Cases and Deployment Scope

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.

Pros

Our team enjoys the fact that if there is an issue with the site the developers provide an update across the top of the platform. This allows us to receive real time data and plan accordingly.
The knowledge base updates which allow you to have a personal and default collection work great! This allows us to have uniform information for any important disclosures that need to be provided for customers, but also allows us the option to have our own way of providing customers information.
Customizing reports is key for us. There are different pieces of information needed for various reports we pull to show what we do. This allows us the option to build what we need as we go.

Cons

In the beginning our team had the option to see what another user was typing as they responded to a post. With the latest update, this was taken away. That feature was key for us to shadow agents remotely who are still in training to provide real time feedback.
Our company has a number of different brands that we manage. Having a truly unified queue would be a great addition for us!
The bulk resolve should allow the option to select on the posts that you wish to resolve instead of selecting a time frame for bulk resolve. Often we find that marketing posts generate more volume in the evening. However, there are sometimes posts where the customer needs assistance during that time. So, if we were to bulk resolve for a certain number of evening hours we would potentially miss a customer's concern through that option as it is currently. But, if the option was to go through and select on all marketing posts and then bulk resolve you would ensure that you are not missing a post where a customer needs assistance.

Likelihood to Recommend

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.

Verified User

Employee in Social Media (5001-10,000 employees)

Vetted Review

Delightfully Satisfied

Rating: 10 out of 10

Incentivized

October 28, 2016

Use Cases and Deployment Scope

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.

Pros

Allows for automated tagging, while also giving the option to disregard these.
Customer service is very responsive, personable and helpful.
Allows for users to respond completely within the platform, making work load more efficient.

Cons

The biggest con I found while using Sparkcentral, has since been resolved. Which was that it wasn't able to do retroactive bulk resolving.

Likelihood to Recommend

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.

Tukio Machini

Social Media Engagement Assistant in Social Media at TwinBear Management (1-10 employees)

Vetted Review

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Sparkcentral is the solution we were looking for

Rating: 10 out of 10

Incentivized

October 28, 2016

Use Cases and Deployment Scope

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.

Pros

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.

Cons

We could always use deeper and richer reporting features! It would be nice to have a way to easily set up notifications for other departments.

Likelihood to Recommend

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.

Verified User

Manager in Customer Service (10,001+ employees)

Vetted Review

2 years of experience

Sparkcentral is the best! If you want a easy to use tool to manage social media, choose them!

Rating: 10 out of 10

Incentivized

October 25, 2016

Use Cases and Deployment Scope

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!

Pros

Love the tabs for each brand our company manages on social media. We manage several so it keeps things nice and neat.
Love the easy to use layout.
Love the boomerang feature. It is helpful when we need to follow up on something since it will come back in our feed at whatever time we set as a reminder, so we don't forget about it.

Cons

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.

Likelihood to Recommend

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!

Melinda Cox

Digital Care Specialist in Social Media at Direct Energy (1-10 employees)

Vetted Review

1 year of experience

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Sparkcentral is the smart choice

Rating: 9 out of 10

Incentivized

October 25, 2016

Use Cases and Deployment Scope

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.

Pros

Sparkcentral makes it incredibly easy to manage queues, and assist repeat customers without losing any efficiency in the conversation. Agents are able to see a constant flow of the conversation so they are able to better respond and assist the customers.
Agents are able to set up reminders so they can better follow up with customers. This allows them to either ensure resolution was achieved as expected, or surprise and delight the customer with a follow up several weeks or months out.
The workflow is one of the greatest features of Spark. It allows you to avoid agent collisions by pushing conversations to the next available agent versus agents choosing them and potentially responding twice. Agents are also able to see when a co-worker is working on a post and can move on to the next or assist if needed.

Cons

The only drawback for my group with Sparkcentral is the lack of a unified queue. We manage 19 different social pages and counting, and are unable to see all of the traffic in one location. Agents having to go between 19+ pages to check for content can make it less efficient on time.

Likelihood to Recommend

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

Eden Wallace

Manager of Customer Chat and Social Media in Social Media at Direct Energy (5001-10,000 employees)

Vetted Review

1 year of experience

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My Sparkcentral Review

Rating: 10 out of 10

Incentivized

October 25, 2016

Use Cases and Deployment Scope

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.

Pros

They catch everything that is posted to your brand's Facebook and Twitter page.
They provide a boomerang feature, so with high volume or weekend checking you're not forgetting certain conversations.
They let you add details about each user who interacts with your brand.

Cons

I would like to see a scheduling feature for FB and Twitter. I know there are programs such as Buffer and Hootsuite, but it would be nice to be able to schedule on Sparkcentral. "One stop shop."
I would like to have retroactive automations. I know they are coming, but I feel like they are important to have as we occasionally get spammed or run contests with hashtags that take up our queue.

Likelihood to Recommend

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

Renn Johnson

Social Media Account Manager in Social Media at TwinBear Management (1-10 employees)

Vetted Review

1 year of experience

View profile

Respond quickly and efficiently

Rating: 10 out of 10

Incentivized

October 24, 2016

Use Cases and Deployment Scope

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.

Pros

It pulls in customer mentions in real time.
Collects data through tagging that used for market research.
Queues messages to crewmembers. Avoids overlap.
Allows us to monitor real-time what's being sent out.

Cons

Improve reporting functions.

Likelihood to Recommend

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

Brent Devey

Supervisor Social Media Support in Social Media at JetBlue Airways (10,001+ employees)

Vetted Review

3 years of experience

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Sparkcentral Sparkles for Social

Rating: 10 out of 10

Incentivized

August 9, 2016

Use Cases and Deployment Scope

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.

Pros

Sparckcentral has amazing customer success reps and account managers. They are very communicative and quick to help resolve any issues.
Sparkcentral has a robust system for keeping track of customers' account information. Everything we need to keep track of is already included.
The Secure Authentication feature in Sparkcentral helps establish a secure relationship with our customers; it shows that we take their security very seriously and that they can trust us.

Cons

It would be good to see some more robust metrics/reporting details

Likelihood to Recommend

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.

Ellice Soliven

Social Customer Care Rep. at DreamHost (51-200 employees)

Vetted Review

2 years of experience

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Best Review Ever

Rating: 8 out of 10

Incentivized

November 4, 2016

Use Cases and Deployment Scope

Pros

Our team enjoys the fact that if there is an issue with the site the developers provide an update across the top of the platform. This allows us to receive real time data and plan accordingly.
The knowledge base updates which allow you to have a personal and default collection work great! This allows us to have uniform information for any important disclosures that need to be provided for customers, but also allows us the option to have our own way of providing customers information.
Customizing reports is key for us. There are different pieces of information needed for various reports we pull to show what we do. This allows us the option to build what we need as we go.

Cons

In the beginning our team had the option to see what another user was typing as they responded to a post. With the latest update, this was taken away. That feature was key for us to shadow agents remotely who are still in training to provide real time feedback.
Our company has a number of different brands that we manage. Having a truly unified queue would be a great addition for us!
The bulk resolve should allow the option to select on the posts that you wish to resolve instead of selecting a time frame for bulk resolve. Often we find that marketing posts generate more volume in the evening. However, there are sometimes posts where the customer needs assistance during that time. So, if we were to bulk resolve for a certain number of evening hours we would potentially miss a customer's concern through that option as it is currently. But, if the option was to go through and select on all marketing posts and then bulk resolve you would ensure that you are not missing a post where a customer needs assistance.

Likelihood to Recommend

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.

Verified User

Employee in Social Media (5001-10,000 employees)

Vetted Review