Opiniones de Sparkcentral

Sobre Sparkcentral

Ayuda a ofrecer una atención al cliente memorable gracias a su enfoque de mensajería. Permite escuchar, brindar asistencia y comunicarse con los clientes en sus canales favoritos.

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Puntos a favor:

Very easy to user, good & fast support, nice reporting features.

Contras:

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.

Valoraciones de Sparkcentral

Evaluación media

Facilidad de uso
4,4
Atención al cliente
4,6
Funcionalidades
3,8
Relación calidad-precio
4,2

Probabilidad de recomendación

8,1/10

Sparkcentral tiene una valoración global de 4,2 estrellas sobre 5 según las 15 opiniones de usuarios de Capterra.

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Ashley
Social Media Manager en Canadá
Servicios para el consumidor, 201-500 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Love SC!

5,0 hace 2 años

Comentarios: 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.

Puntos a favor:

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.

Contras:

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!

Danny
Director, Customer Experience en EE. UU.
Software informático, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Alternativas consideradas:

Only software to scale as your social channels do.

4,0 hace 3 años

Puntos a favor:

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

Contras:

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

Eric
Customer Insights en EE. UU.
Comercio minorista, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Works for consolidating social media but reporting needs serious work

3,0 hace 3 años

Puntos a favor:

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

Contras:

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.

Stefan
Project Manager: Innovation and Channel Strategy en Países Bajos
Tecnología y servicios de la información, 501-1.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Great tool for customer service

4,0 hace 3 años

Comentarios: 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.

Puntos a favor:

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

Contras:

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

Mathieu
Team Manager en Canadá
Aviación y aeroespacial, 10.000+ empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Very satisfied to date

4,0 hace 3 años

Comentarios: So far so good!

Puntos a favor:

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.

Contras:

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.

Ronald
Team Leader en Kenia
Banca, 5.001-10.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Awesome application

5,0 hace 3 años

Comentarios: 1. Centralization Social Media customer queries. We are now able to monitor all customer conversations. 2. Reports:We are now able generate important reports and with the data readily available, it is easy to make key business decisions and offer solutions.

Puntos a favor:

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.

Contras:

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.

Zuzana
Specialist Social Media Tooling & Reporting en Chequia
Comercio minorista, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Easy solution fo ryour operations

5,0 hace 3 años

Comentarios: The overall experience is very good, we can rely on them. We have an honest relationship and when problems arise, we try to solve it together.

Puntos a favor:

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

Contras:

- the look of the actual platform could improve

Karel
Helpdesk lead en Bélgica
Tecnología y servicios de la información, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Unified inbox and great ease of use

4,0 hace 3 años

Comentarios: Sparkcentral really helps us engage with the student population of our University. It's an easy to use and intuitive interface (the "extended" training for new agents is 1 hour), it integrates seamlessly with our central login system and adding and managing channels is a breeze.

Puntos a favor:

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.

Contras:

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.

Millie
Customer service advisor en RU
Servicios para el consumidor, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Spark

4,0 hace 3 años

Puntos a favor:

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

Contras:

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

Respuesta de Sparkcentral

hace 3 años

Hi Millie, thanks for your feedback, this issue is resolved and should no longer be a problem. If you have any more questions please contact your Customer Success Manager.

Amanda
Social Media Specialist en EE. UU.
Comercio minorista, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Overall Enjoy

4,0 hace 3 años

Puntos a favor:

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

Contras:

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

Romain
Business Analyst en Bélgica
Seguros, 1.001-5.000 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Alternativas consideradas:

First Time WhatsApp in Entreprise

5,0 hace 3 años

Comentarios: We know are able to communicate with our client through WhatsApp and they appreciate it !

Puntos a favor:

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 !

Contras:

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

Shahan
Social Media Community Lead - Pakistan en Pakistán
Tecnología y servicios de la información, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Spark Central Feedback

4,0 hace 3 años

Puntos a favor:

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

Contras:

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

Wanjiru
Contact Experience Manager en Kenia
Banca, 5.001-10.000 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Ease communication

4,0 hace 3 años

Comentarios: Ease in onboarding and deployment. After sale services are good.

Puntos a favor:

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

Contras:

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

Luc
Head of Customer Centers en Bélgica
Seguros, 1.001-5.000 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Good software

4,0 hace 3 años

Puntos a favor:

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

Contras:

no special needs except a better integration with our business tools

Thomas
Mobile Developer en Bélgica
Banca, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Sparcentral customer service

4,0 hace 3 años

Comentarios: We use Sparkcentral as first line support for customers, contact center that uses the software is very happy using this software.

Puntos a favor:

The implementation was easy and the documentation was very clear

Contras:

Meaby more options to customise the app layout