

Sparkcentral Software
About Sparkcentral
Sparkcentral Pricing
Contact Sparkcentral for pricing details
Starting price:
$600.00 per month
Free trial:
Not Available
Free version:
Not Available
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Centralized Customer Care - Manage all channels in one universal queue with Sparkcentral's easy-to-use Agent Desktop
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Sparkcentral User Reviews
OVERALL RATING
Showing 1 - 5 of 15 reviews
Ashley
Company size: 201-500 employees
Industry: Consumer Services
Time used: Less than 6 months
Review Source: Capterra
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).
Reasons for switching to Sparkcentral
Buffer Replies was shutting down
Danny
Company size: 51-200 employees
Industry: Computer Software
Time used: Less than 12 months
Review Source: Capterra
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.
Reasons for choosing Sparkcentral
Reasonable pricing structure
Reasons for switching to Sparkcentral
Minimal updates, zero QoL improvements, and never implemented any feedback that was provided.
Eric
Company size: 51-200 employees
Industry: Retail
Time used: Less than 12 months
Review Source: Capterra
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
Company size: 501-1,000 employees
Industry: Information Technology and Services
Time used: More than 2 years
Review Source: Capterra
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.
Reasons for choosing Sparkcentral
Good quality product with a vision and a decent price.
Mathieu
Company size: 10,000+ employees
Industry: Aviation & Aerospace
Time used: Less than 6 months
Review Source: Capterra
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.
Reasons for switching to Sparkcentral
We were part of a merger and the company that bought us were already on SparkCentral. We debated the two platforms and I quickly saw the benefits of using Spark. I feel this tool gives us a better handle on the agents' work and performance.