Sparkcentral Pricing, Features, Reviews & Comparison of Alternatives

Sparkcentral

Customer service platform for asynchronous messaging

4.21/5 (14 reviews)

Sparkcentral overview

What is Sparkcentral?

Sparkcentral is a SaaS platform designed to help businesses manage customer service operations across various asynchronous messaging channels such as WhatsApp, Viber, Messenger, email, or web chat along with social platforms Facebook and Instagram. Features include autoresponders, skill-based routing, customer segmentation, notifications, audit trails, single sign-on, prioritization, and reporting.

The application offers an automated message distribution (AMD) engine, which integrates with contact centers and synchronizes all client interactions with a variety of CRM systems including Salesforce, Microsoft Dynamics, and Siebel. The virtual agent framework in AMD allows live operators to collaborate with AI-based chatbots and simultaneously handle multiple customer queries. Its unified platform helps users synchronize live chat on both websites and mobile applications, and view clients' conversation history.

Agents can utilize Sparkcentral’s call-to-message deflection feature to manage customer queues by switching the phone calls to messaging channels. It also enables team members to deliver proactive alerts to clients via SMS or WhatsApp, follow-up on the status of sent messages, and receive information about failed messages.

Pricing

Value for money
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Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English
Sparkcentral screenshot: Sparkcentral customer queuesLet’s show how customers can easily connect with you on their preferred channels with Sparkcentral.Sparkcentral screenshot: Sparkcentral live chatSparkcentral screenshot: Sparkcentral pending messages

Sparkcentral reviews

Value for money
Features
Ease of use
Customer support
  4.2
  3.8
  4.4
  4.7
Ashley Jones

Love SC!

Used daily for less than 6 months
Reviewed 2020-05-29
Review Source: Capterra

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!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Danny Duong

Only software to scale as your social channels do.

Used daily for 6-12 months
Reviewed 2020-02-18
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Eric T

Works for consolidating social media but reporting needs serious work

Used daily for 6-12 months
Reviewed 2020-03-06
Review Source: Capterra

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.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 3/10

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Stefan Slooten

Great tool for customer service

Used daily for 2+ years
Reviewed 2020-02-18
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Mathieu Jarry

Very satisfied to date

Used daily for less than 6 months
Reviewed 2020-02-22
Review Source: Capterra

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.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

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Sparkcentral pricing

Contact Sparkcentral for pricing details

Sparkcentral features

API
Automatic Notifications
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Multi-Channel Communication
Multi-Language
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Workflow Management

Activity Dashboard (113 other apps)
Alerts / Escalation (74 other apps)
CRM Integration (88 other apps)
Monitoring (107 other apps)
Real Time Monitoring (75 other apps)
Support Ticket Management (78 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Sparkcentral

Key features of Sparkcentral

  • 2-Way Messaging
  • Audience Segmentation
  • Automated Responses
  • Canned Responses
  • Chat / Messaging
  • Chatbot
  • Contextual Guidance
  • Conversation Analytics
  • Email Automation
  • Email Management
  • File Sharing
  • Group Messaging
  • Human Handover
  • Intent Recognition
  • Internal Chat Integration
  • Knowledge Base
  • Live Chat
  • MMS
  • Machine Learning
  • Mass Texting
  • Message Personalization
  • Mobile Coupons
  • Mobile Keywords
  • Mobile Messaging
  • Multi-Channel Data Collection
  • Natural Language Processing
  • Offline Form
  • Omni-Channel
  • On-Screen Chats
  • One-to-One Messaging
  • Polls/Voting
  • Pre-configured Bot
  • Proactive Chat
  • Queue Management
  • Real-time Chat
  • Real-time Consumer-facing Chat
  • Real-time Conversations
  • Reporting/Analytics
  • Reusable Components
  • Scheduled Messaging
  • Shortcodes
  • Social Media Monitoring
  • Support Ticketing
  • Survey/Poll Management
  • Text-to-Win
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • Virtual Assistant
  • Website Visitor Tracking
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