About Sparkcentral

Sparkcentral by Hootsuite is an automated messaging distribution (AMD) platform that improves customer service operations across all digital platforms. Primarily catering to energy, hotel, food and beverage, banking, insurance, media, IT and retail industries, it helps businesses manage large volumes of data across WhatsApp, Messenger, SMS and asynchronous in-app or in-web chats. Key features of Sparkcentral by Hootsuite include omnichannel messaging, agent operations, enterprise-scale routing, advanced reporting, customer prioritization and team performance measurement. Additionally, it provides application programming interfaces (APIs) to improve real-time reporting, customer relationships and satisfaction. It further allows users to incorporate messaging-based inte...

Sparkcentral Pricing

Contact Sparkcentral for pricing details

Starting price: 

$600.00 per month

Free trial: 

Not Available

Free version: 

Not Available

Close

Image 1 of 4

Centralized Customer Care - Manage all channels in one universal queue with Sparkcentral's easy-to-use Agent Desktop

Headshot of Software Advice Advisor

Find the right CRM Software for you.

What key features are most important to you in CRM Software?

Sparkcentral User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4

Customer support

4.5

Functionality

4

Showing 1 - 5 of 15 reviews

Ashley

eCom Customer Care

Verified reviewer

Company size: 201-500 employees

Industry: Consumer Services

Time used: Less than 6 months

Review Source: Capterra

This reviewer was invited by the software vendor to submit an honest review.

Ease-of-use

5

Value for money

5

Customer support

5

Functionality

4

Reviewed May 2020

Love SC!

The on-boarding process with Sparkcentral has been super easy! Once we made the decision to move forward with them the process was extremely quick and went at our pace. We chose when we wanted to go Live, and what our availability was for our virtual training. We were provided with our log-in formation and an information booklet prior to our On-Boarding Class with their Customer Success Manager, [SENSITIVE CONTENT HIDDEN]. Having the log-in information prior to our training class was so beneficial because we were able to familiarize ourselves with the program and come prepared with questions. We felt we had all the time we needed and more provided to us for our virtual class and left feeling very confident in how to use the program.

Pros

The platform itself is extremely user friendly and our staff have voiced how much they prefer this new program over our old one. Tracking is much more detailed and the internal chat system has been a blessing for our employees.

Cons

Reporting is very detailed but I wish more the information was accessible without exporting and that we could look at the stats (first time to reply, etc) as a whole rather than by facebook page - though I am told they are working on this!

Reasons for choosing Sparkcentral

It was the only program which had a similar interface and we could limit access by agent. All other programs we had encompassed everything (ie: replies, publishing, scheduling all in one).

Danny

Discord

Verified reviewer

Company size: 51-200 employees

Industry: Computer Software

Time used: Less than 12 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Ease-of-use

4

Value for money

5

Customer support

5

Functionality

4

Reviewed February 2020

Only software to scale as your social channels do.

Pros

Standardized queue, automations, support and AM team are amazing!

Cons

Data portion is not customizable, some of the UI elements are inefficient and needs improvement (never expiring pending queue), and no message previews.

Alternatives Considered

Sprinklr

Reasons for choosing Sparkcentral

Reasonable pricing structure

Eric

Ruggable

Verified reviewer

Company size: 51-200 employees

Industry: Retail

Time used: Less than 12 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Ease-of-use

3

Customer support

3

Functionality

2

Reviewed March 2020

Works for consolidating social media but reporting needs serious work

Pros

Sparkcentral is great for connecting our various social media accounts and responding to customers across channels but functionality and reporting is limited

Cons

The reporting is next to impossible. The data they collect is mostly useless. Understanding basic insights such as tickets per week, average time solve are very difficult. There's limited ability to classify ticket types and integrating with a CRM is difficult and requires meaningful engineering resources.

Stefan

Elsevier

Verified reviewer

Company size: 501-1,000 employees

Industry: Information Technology and Services

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Ease-of-use

5

Value for money

4

Customer support

5

Functionality

4

Reviewed February 2020

Great tool for customer service

The team is dedicated and provide a good product. Large organisations who rely heavily on chat, email and phone may struggle in having Sparkcentral as an "additional" tool for social media because it can be tricky to maintain a harmonized / integrated CRM and reporting system.

Pros

Easy to use interface. Good oversight on the customers. The product team is actively pursuing development in bots and AI.

Cons

We have small volumes of social media and as such can't get as good an ROI as hoped.

Alternatives Considered

Sprinklr

Reasons for choosing Sparkcentral

Good quality product with a vision and a decent price.

Mathieu

Air Canada

Verified reviewer

Company size: 10,000+ employees

Industry: Aviation & Aerospace

Time used: Less than 6 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Ease-of-use

5

Functionality

4

Reviewed February 2020

Very satisfied to date

So far so good!

Pros

I really enjoy how streamlined it is and that since everything comes into one place, it allows agents to be more focused on the work at hand.

Cons

While I find it to be fairly intuitive, some of the agents struggle with it. I also think they should have more space in their Snippet Knowledge base.

Popular Customer Relationship Management Comparisons