Sparkcentral

Avantages

Easy to use interface. Good oversight on the customers. The product team is actively pursuing development in bots and AI.

Inconvénients

We have small volumes of social media and as such can't get as good an ROI as hoped.

Alternatives envisagées 

Pourquoi passer à Sparkcentral

Avantages

Standardized queue, automations, support and AM team are amazing!

Inconvénients

Data portion is not customizable, some of the UI elements are inefficient and needs improvement (never expiring pending queue), and no message previews.

Alternatives envisagées 

Pourquoi choisir Sparkcentral 

Pourquoi passer à Sparkcentral

Avantages

Sparkcentral is great for connecting our various social media accounts and responding to customers across channels but functionality and reporting is limited

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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!

Avantages

1. Aggregation of all customer conversations from Social Media channels ensures that communication to is centralized and no customer is left out.

2. The application is simple to use because you operate from a single platform.

3. The application ensures security and accountability for users. Users create their own passwords and their daily reports are readily available in the system.
4. It very easy to generate and customize reports.

Inconvénients

1. No time filters. This feature is currently missing but is under development. For busy organizations, it will help to segment conversations whenever there are backlogs or heavy traffic.

2. Non-integration of Dark Posts from Facebook. Currently the posts are not populating on the application.

Avantages

The big advantage of Sparkcentral is the unified inbox for all social media channels. It makes adding a new channel a breeze and it helps a lot in managing the different channels. Also, we use the web chat channels Sparkcentral offers a lot, and so do the customers.

Inconvénients

Next to the social media channels we still need a separate system for our regular help desk tickets through phone or mail. A truly unified inbox for all would be great.

Avantages

- use to use
- relationship with the Sparkcentral team
- good support in any set up or advice you might need, regular calls
- integrations
- nice reports

Inconvénients

- the look of the actual platform could improve

Alternatives envisagées 

Avantages

I like that it is easy to use, useful when helping customers and there are a lot of good features on it

Inconvénients

I don't like the fact that if \i am working on a customer response that if I click of the message it deletes itself

Avantages

This works well for our teams needs, and the updates have made it a lot more user friendly.

Inconvénients

There's often glitches that cause it to favor certain users depending on the day, which can be quite annoying for my specific role.

Avantages

The team is young and dynamic. Help us to understand why we should use Social Media. The functionnalities are very great and new are coming !

Inconvénients

Automation for dispatching the conversation through the agent with high level of skill definition.

Alternatives envisagées 

Avantages

- I really like the reports and analytics section
- It is user friendly

Inconvénients

- CSAT option on Twitter was deactivated last year. Still waiting for an update on it.

Avantages

Easy to deploy and for users to adopt (both internal and customers)

Inconvénients

Allows us to differentiate our customer's experiences and appropriate the right experiences to the different customer segments.

Avantages

very easy to user, good & fast support, nice reporting features

Inconvénients

no special needs except a better integration with our business tools

Avantages

The implementation was easy and the documentation was very clear

Inconvénients

Meaby more options to customise the app layout