Sparkcentral Reviews & Product Details

Sparkcentral Overview

What is Sparkcentral?

Sparkcentral is a cloud-based customer service platform that enables businesses to design, scale, manage, and optimize all customer conversations. Powered with automation, chatbots and designed for messaging at scale. From WhatsApp to Facebook Messenger and Twitter to businesses’ websites and mobile apps, Sparkcentral allows brands worldwide to reach and support customers at scale wherever and whenever they want. What differentiates Sparkcentral is that we truly understand the world of customer care. Whether you’re looking for a performance-focused solution, an increase in customer satisfaction or perfectly balanced messaging strategy: we’re here to help you find a customized solution to reach your goals. We’re trusted by clients such as Nordstrom, Emirates, Air Canada, Engie, AXA, DPD, Concentrix, Careem, Noon, citizenM hotels and Slack.

Sparkcentral Details
Languages Supported
Afrikaans, Arabic, Belarusian, Bulgarian, Catalan, Czech, Welsh, Danish, German, Greek, English, Estonian, Basque, Persian, Finnish, French, Irish, Galician, Gujarati, Haitian, Hebrew, Hindi, Croatian, Hungarian, Indonesian, Icelandic, Italian, Japanese, Kannada, Central Khmer, Korean, Latvian, Lithuanian, Malayalam, Marathi, Macedonian, Malay, Nepali, Dutch, Norwegian, Punjabi, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Somali, Spanish, Albanian, Serbian, Swahili, Swedish, Tamil, Telugu, Tagalog, Thai, Turkish, Ukrainian, Urdu, Vietnamese, Yiddish, Chinese (Simplified), Maltese
Product Description

Sparkcentral is the fastest enterprise social media helpdesk platform, specifically built for high-volume and real-time engagement.

How do you position yourself against your competitors?

What differentiates Sparkcentral is that we truly understand the world of customer care. Whether you’re looking for a performance-focused solution, an increase in customer satisfaction or perfectly balanced messaging strategy: we’re here to help you find a customized solution to reach your goals.


Seller Details
Seller
Sparkcentral
Company Website
Year Founded
2012
HQ Location
San Francisco, CA
Twitter
@Sparkcentral
4,191 Twitter followers
LinkedIn® Page
www.linkedin.com
33 employees on LinkedIn®

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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.

What problems are you solving with the product? What benefits have you realized?

Through Sparkcentral we communicate with our guests (pre/post stay during stay). Sparkcentral has helped us grow, by offering a user-friendly platform, with many useful features. Flexibility on adding our own chatbot function was also a pro.

We are able to provide the guests with fast replies (saved on the app's knowledge base), ability to use the metrics has helped us target our audience better but also organise our replies (busy hours ,FAQs etc). Review collected by and hosted on G2.com.

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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.

Recommendations to others considering the product:

Definitely take a serious look at it! The quality is there! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Response times have been greatly improved since using Sparkcentral. Another problem this solved for us when we expanded in to social media was allowing the employees to be able to see the customer response, the social media post they are replying to and reply back all without using Facebook. We did not want to give our employees access to this website and Spark as been a great workaround for this. Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Sparkcentral has a very clean, easy to use interface. Review collected by and hosted on G2.com.

What do you dislike?

It's not always as easy as I would like to find an archived conversation. The search could use some improvement. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Don't solely rely on the tool to solve your needs. It is a great tool, but in order to use it successfully, you have to be well organised. Providing customer service via social media requires you to be able to answer each request withing 5-10 minutes at max. So, if you're planning to check Sparkcentral 1 or 2 times a day, this isn't the right tool for you. So, don't think Sparkcentral will solve everything. Organise yourself for it, and then use it as a powerful help. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We provide customer service for young adults. Before Sparkcentral, we used phone and mail, but our customers prefer the social media channels Sparkcentral is offering us. It's a great way to provide customer support. Review collected by and hosted on G2.com.

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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.

Recommendations to others considering the product:

If you are looking for a tool to centralize your social channels. Look no further ;) Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Centralising our social channels and especially Whatsapp business in an easy way is helping us to provide this option to our customers Review collected by and hosted on G2.com.

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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.

What problems are you solving with the product? What benefits have you realized?

Replying chats with customers online.

Very interactive, timly, and delightful experience Review collected by and hosted on G2.com.

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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.

What problems are you solving with the product? What benefits have you realized?

It allows me to sort through all types of social activity by various criteria such as priority keywords, social following, VIPs, private vs public messages, and more. This is crucial for me as I am typically the only person handling social media engagement and guest service on behalf of the brand. Review collected by and hosted on G2.com.

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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.

What problems are you solving with the product? What benefits have you realized?

It has been helping us to a great extent to solve in a fairly rapid way any type of problems that may arise to our clients, by allowing me to have a fairly solid system in terms of customer service, being especially useful and practical to channel the requirements and requests of our clients without any inconvenience, allowing us to offer a fairly complete, safe and efficient service. Review collected by and hosted on G2.com.

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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.

Recommendations to others considering the product:

The Sparkcentral team enthusiastically took on our project and worked collaboratively with us to hit the brief and deliver a viable solution that opened up new marketing channels for the company. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We were able to create a new innovative way to reach end users using bot technology in whatsapp. This has opened the door for Elsevier to explore new channels for marketing and customer engagement Review collected by and hosted on G2.com.

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AH
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.

Recommendations to others considering the product:

I really enjoy how easy is to get trained and supported with any kind of issues. The team is lovely and easy to get in touch with. The platform is also quite intuitive. You will need to be sure about what are your needs, so that the team can support you properly.

Also make sure that there are clear administrators with clear roles. A very useful tool is the team routing, to make sure the correct team receives the correct chats. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It helps to have a clear overview of channels without jumping from one window to the other. Review collected by and hosted on G2.com.

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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.

What problems are you solving with the product? What benefits have you realized?

Mainly, it has been helping me to improve the management of my clients in my business, since thanks to Sparkcentral I can order the requests and requirements of my clients in a fairly simple and fast way, which allows me to considerably reduce the times of response to your requests and give you a much more complete and efficient service, ensuring that your user experience is of the highest quality. Review collected by and hosted on G2.com.

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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.

What problems are you solving with the product? What benefits have you realized?

The ability to relieve our call volume by providing customers with tools and resources to self-serve, or by resolving issues for them in real time while multitasking. Review collected by and hosted on G2.com.

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AF
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.

Recommendations to others considering the product:

Feel free to check out Sparkcentral's different use cases with using personalized messaging features! Sparkcentral also has a great team that is very supportive and responsive. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are making sure that negative experiences that are brought to our attention are handled in a timely manner. We've been able to successfully bring back these guests and delighted them on a future visit. Review collected by and hosted on G2.com.

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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.

Recommendations to others considering the product:

Get in touch, great sales team. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Having great live-chat platform and capabilities on top of our AI chatbots. Review collected by and hosted on G2.com.

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AC
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.

Recommendations to others considering the product:

Make sure you understand your social media needs and how you'll measure success before using the platform. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are addressing customer issues and complaints on social media with SparkCentral which has helped drive customer advocacy and retention! Review collected by and hosted on G2.com.

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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.

Recommendations to others considering the product:

A great platform to manage your customer service social media channels easily. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Being able to reply to customers on time. Review collected by and hosted on G2.com.

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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?

The platform is very intuitive and complete. Review collected by and hosted on G2.com.

What do you dislike?

Depending from use case pricing can be high. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

A smooth handover between a chatbot conversation and live agent. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Ease of managing and moderating our social channels and fast and solid way. Review collected by and hosted on G2.com.

What do you dislike?

Nothing as of now, all works well for us. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Ability to address customer concerns, and provide solutions in a fast turnaround time. Review collected by and hosted on G2.com.

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AT
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.

What problems are you solving with the product? What benefits have you realized?

Handling all channels through one team at the same time. Review collected by and hosted on G2.com.

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UA
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

The overall design and aethetics-colour, font is pleasing to the eye. Very modern and sophisticated. Review collected by and hosted on G2.com.

What do you dislike?

The few to less option to integrate to 3rd-party APIs Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's a good system to use. Try it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer service support on Social Media. It helps us serviced our customers who are on Social Media Review collected by and hosted on G2.com.

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AI
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.

What problems are you solving with the product? What benefits have you realized?

Messenger solution in client context Review collected by and hosted on G2.com.

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CB
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Communication when I ask something to sparkcentral Review collected by and hosted on G2.com.

What do you dislike?

When the message not send to the customer Review collected by and hosted on G2.com.

Recommendations to others considering the product:

When they are error communicate with the customer. For example when you detect a bugg please communicate with the team Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I like your reactivity Review collected by and hosted on G2.com.

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CC
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.

What problems are you solving with the product? What benefits have you realized?

Automation customer support so that agents can spend their time on things that actually matter. Review collected by and hosted on G2.com.

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UB
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

Asides from the resources the communication with the team and their hasty response to any issue. Review collected by and hosted on G2.com.

What do you dislike?

It's yet to integrate instagram DM, WhatsApp and scheduling for social media. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Monitoring customer's responses and relativity Review collected by and hosted on G2.com.

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AC
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 platform is easy-to-use, lots of resources too Review collected by and hosted on G2.com.

What do you dislike?

Perhaps a bit more features and easier channel integration? Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Conversations with our customers, anytime, anywhere Review collected by and hosted on G2.com.

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Customer Support Professional
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like Sparkcentral because it allows an integration of our social networks and customer service, it also allows the monitoring of our networks and we can see results in real time, we have a queue option to answer the questions and also to organize it according to its level of importance . It is also excellent to be aware of customer service tweets. Review collected by and hosted on G2.com.

What do you dislike?

It has very few things that I do not like for example in the chat can not attach files, another of the things that I think should improve to make a difference is to manage multiple accounts in the same network if I already have a twitter account I can not open another developers of these applications should think a little more in the future where social networks will be so common that a single place will open the entire computer networks. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I recommend Sparkcentral because it complies with what it offers and it has facilitated the process of answers to our clients, so we do not have any pending at the end of the day, I think that for those of us who work in the networks this type of applications makes a difference and also They offer us an advantage over our competitors. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We improved the response times, we obtained better results in our indicators of customer satisfaction. we have achieved an interaction and closeness with the customer even greater. Review collected by and hosted on G2.com.

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Do you work for Sparkcentral?