Sparkcentral

"Love SC!"

Comments: 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!

"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.

"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.

"Great tool for customer service"

Comments: 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.

"Very satisfied to date"

Comments: 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.