Sparkcentral Reviews
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Write a ReviewVenetia F
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?
The support team is always up to date and helpful
The ability to chat with other team members
Option to change the status
The organization of the Knowledge Base
The search function (for past conversations)
The updates we receive for a possible down-time (due to maintenance etc) Review collected by and hosted on G2.com.
What do you dislike?
The limitation of customizing the app (colour coding/ sounds)
Sometimes it is complicated to create automations and categorize the chats
Missing the option to assign chats to another team directly with no workarounds Review collected by and hosted on G2.com.
Ashley RaeAnne J
Social Media Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?
Sparkcentral has been monumental in building our social media platform. This system has streamlined our customer service on social media and the results are clearly show in our massive increase in engagement since switching over to their platform. Review collected by and hosted on G2.com.
What do you dislike?
The only downside to sparkcentral is we are only able to see the resolved conversations from the last three days easily. It would be great if a longer period of time was accessible from the conversations tab Review collected by and hosted on G2.com.
Karel T
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Tjong C
Technical Analyst
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?
I really like the continuous improvements and the level of service Sparkcentral provides. Also the proactive updates when one of the channels is having problem is really useful. Review collected by and hosted on G2.com.
What do you dislike?
It would be nice to have an acceptance environment to be able to test features before we apply it in production environment. For example we are looking into SSO (single sign-on) implementation. But when we try to activate SSO, it activates for all agents directly. And when we want to disable it because it doesn't work for everyone. A global password reset is needed. So an acceptance environment would be nice :) Review collected by and hosted on G2.com.
Wenwen W
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?
It allows me to send gifs!
UI is fun, clear, and easy to navigate.
stable connection Review collected by and hosted on G2.com.
What do you dislike?
- Can you integrate Google translate with Sparky? Becasue sometimes I need to handle French chats, and I need to go into separate window of Googld translate to manually do translation. If you don't want to do this, I suppose having a quick option (click or speed key) to copy entire message, it would also be great.
- is it possible, in the long run, for you to integrate with emails, and we do emails directly here? I am using Salesforce at the same time, and it's making me very unproductive. I would love to stop using SF and switching processing emails to Sparky Review collected by and hosted on G2.com.
Evan C
Social Media Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?
The tool has made great strides with automation and prioritization to help sort through a large volume of incoming messages and social mentions, which is great for teams of all sizes (and in my case, a small team that is almost always just one person). They also are constantly updating the service in a transparent manner and have a cohesive roadmap. Review collected by and hosted on G2.com.
What do you dislike?
There is no mobile app, and it does not play nicely with a mobile browser. However, I have been told it is on the roadmap. Review collected by and hosted on G2.com.
Mikki M
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?
Its platform in general turns out to be quite simple and easy to handle, the fact that it has integrations with many other messaging applications has been of great help to us to channel our customers' attention in a much easier and more direct way. much simpler and simpler, the fact that it has an internal chat is of great help to us for communications between employees, where they can communicate with each other quite quickly, this is ideal to support the resolution of cases in a way quite fast, allowing us to offer the best possible attention to our clients, the fact that it allows us to integrate with our social networks is quite simple, especially to carry out customer service supports also in this way. Review collected by and hosted on G2.com.
What do you dislike?
Its reporting options are quite limited, so the information it shows is not of value when making decisions about aspects that may impact the operation of the company. Review collected by and hosted on G2.com.
Shane C
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?
Collaborative, knowledge-matter experts who were able to guide a bot building project in whatsapp from start to finish Review collected by and hosted on G2.com.
What do you dislike?
- Timelines to completion were extended numerous times but this was mainly due to development issues
- There are some platform issues in terms of notifications not coming through to our admin inbox Review collected by and hosted on G2.com.
AH
Administrator in Hospitality
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?
I really enjoy the Knowledge Base, easy to use and offers alternative to search by folder or keywords. I also appreciate their support team, as they always answer in a timely manner and offer complete assistance. Not many newsletters, but only relevant ones. Review collected by and hosted on G2.com.
What do you dislike?
There isn't anything I particularly dislike. I'd like to have more flexibility in reporting and less manual work for automations. Review collected by and hosted on G2.com.
Vera K
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?
What I like the most about Sparkcentral is its practicality, the fact that I can manage all the requests of my clients through its interface is extremely useful for me, in fact my employees have told me that they prefer to use a thousand times this platform that we used previously, since Sparkcentral allows you to do everything in a fairly easy and fast way, its internal messaging service is a blessing ... It has really helped us both to communicate with our clients and with our co-workers in a much more efficient and simple way, the intergaz is quite simple, simple and minimalist in terms of design, but quite powerful, safe and reliable in terms of functionality. Review collected by and hosted on G2.com.
What do you dislike?
Although the reports are quite complete, I would like to be able to see all the information online without having to export the file to another type of document in order to see all the information in the report. Review collected by and hosted on G2.com.
Jace H
Social Media Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?
Sparkcentral had a simple UI that made it quick and easy to train new folks to work in the tool as well as the support from Goran. Review collected by and hosted on G2.com.
What do you dislike?
It was more difficult to adapt the tool to fit our unique needs. Our situation was unlike most, so this was not likely to be an issue with others given the amount of languages and handles we're supporting. We stopped using the platform summer of 2020. Review collected by and hosted on G2.com.
Sal T
Social Media Specialist
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?
I’ve been using Sparkcentral for 5+ years and i love how quickly and efficiently their teams work with us to provide new tools and resources to serve our customers. Review collected by and hosted on G2.com.
What do you dislike?
Little things that need tidying up from time to time, like the placement of pop ups when hovering over text, but their teams always seem to be on top of it! Review collected by and hosted on G2.com.
AF
Administrator in Food & Beverages
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?
Ability to have an e-mail like queue of social comments coming in that is sorted by order. Great way to capture all conversations that come in from owned channels. Review collected by and hosted on G2.com.
What do you dislike?
Limitations of different social networks - some networks don't allow API access well, so the data is limited. Instagram is one of the networks that could be improved. Would love to have mobile-friendly functionality. Review collected by and hosted on G2.com.
Anthony K
Business Account Executive
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?
Sparkcentral has an amazing support, quick and helpful. Their platform is really a great complementary addition to what we offer with Chatlayer. Review collected by and hosted on G2.com.
What do you dislike?
Full transition of context variables coming from chatbot still needs to be implemented. Will be soon though. Review collected by and hosted on G2.com.
AC
Administrator in Consumer Goods
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?
I like that my team can get a centralized view of our most popular social media platforms and support customers needs. I also like that SparkCentral is building the ability to read consumer sentiment across channels and also gauge customer satisfaction Review collected by and hosted on G2.com.
What do you dislike?
SparkCentral doesn't have integration into bigger support platforms like Zendesk which would make life much easier. Review collected by and hosted on G2.com.
Islam F
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?
A brilliant platform with a great team behind it, the platform is extremely stable, user friendly & the technical team is extremely helpful. Review collected by and hosted on G2.com.
What do you dislike?
I honestly didn’t dislike anything about Sparkcentral Review collected by and hosted on G2.com.
Delphine J
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
AC
Administrator in Consumer Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
AT
Administrator in Telecommunications
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?
It is very easy to use and can handle enquiries from customers in one common pool Review collected by and hosted on G2.com.
What do you dislike?
There is no Queueing system so when we have very high volumes, all our customers will have to wait till we get to their conversation with us Review collected by and hosted on G2.com.
UA
User in Airlines/Aviation
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
AI
Administrator in Insurance
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?
- Fast response / Availability
- Deep knowledge about Messaging in client context
- Highly customer orientated
- willing to compromise
- solution oriented mindset Review collected by and hosted on G2.com.
What do you dislike?
- Missing Languages in platform configuration (e.g. German)
- Mobile / App solution Review collected by and hosted on G2.com.
CB
Consultant in Banking
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
CC
Consultant in Computer Software
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?
The many channels that Sparkcentral offers, the flexibility that comes with it. The ability to create and use virtual agents is very powerful. Review collected by and hosted on G2.com.
What do you dislike?
Sometimes the documentation is a little off but Sparkcentral's support more than makes up for that Review collected by and hosted on G2.com.
UB
User in Banking
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
AC
Administrator in Computer Software
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
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