Bloomfire vs. Sprinklr Service

I think Bloomfire is most appropriate in a medium to large business entity since onboarding can be difficult without an organized tool to prioritize job functions. It would be most well suited for positions that incorporate data analytics/reporting and consist of regular deliverables. So for example: if an accountant wants to learn how to compile a cash flow statement but also has to turn it into a client-facing presentation, there are resources specific to internal accounting and then separate resources (also in the accounting vertical) for data visualizations and client reporting.

Incentivized

Sprinklr Service has always been well-suited for all of the work we do. As it's all social media content, and most require responses or escalations, Sprinklr Service covers all of that. The only time I think we wouldn't need it is if we were working with a much smaller client who didn't need us to have eyes on so many platforms at once.

Incentivized

• Quickly reach out to whatever employee segment you want to reach by posting a topic and it will send a notification to everyone in that group with a link to the posting.
• Bloomfire saves all of the previous posts so in your free time you can go to the site, and explore the various range of topics others have posted. The information on there will only be as good as the person posting it, but it will be people within your company and industry posting it. So it will always be helpful.
• Bloomfire is a place to be noticed by your peers. Have a great topic you want to express, my company allows all to post there as long as we keep it professional. So you can share your ideas or experiences in a safe and productive manner. But we do have some fun on there too!

Incentivized

• Transparency—Sprinklr Modern Care allows us to engage with our customers openly and honestly. Even frustrated or angry customer posts offer an avenue for us to display our business integrity and turn negative experiences into positive ones.
• Moderation—Being able to moderate and organize our community so easily by merging topics into one canonical thread or archiving out of date threads helps to keep our search results relevant and improves the chances that our visitors find the help they need easily.
• Company Visibility—The ability to easily alert any company employee of topics that might be interesting to them helps to improve the overall visibility of our customers. It also makes it easier to spot trends and encourage quick action if many people comment on one topic with the same problem.

Incentivized

• Providing more videos about the differences between the dental plans.
• Providing more videos about the differences between the carriers in regards to med supp or med adv.
• Providing more videos about processes and functions that we at AWL have to do on a daily basis.

Incentivized

• I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
• You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
• I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.

Incentivized

I am with a different employer now days where training is not part of my job description. If I ever found myself doing E-Learning again, Bloomfire would be the first interface I would recommend.

The initial use of the product started out as a 90 day test to see if we could engage customers at a higher level using Sprinklr Modern Care. After a year the use of Sprinklr Modern Caren has now been extended to multiple products.

Bloomfire is an easy-to-use platform for posting information and asking questions of my peers. It also has a user-friendly search capability. Yet like any other CMS, the secret to success rests in such items as the ability to use metadata to tag content or posts, and Bloomfire provides a wide range of options to make posting content and subsequently searching for it.

Incentivized

It's a very easy program to learn and use. I have trained over 50 people on it over the years, and not once has anyone had trouble using it. It's very user-friendly and covers all the bases that social media moderation requires.

Incentivized

No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.

Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.

I have not needed to pose questions to the support team yet, as it is a very simple piece of software to use, however, its help documents and the bot ready to answer questions let me know I am in good hands. The help center could load a little quicker, but that's my only complaint.

Incentivized

I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.

Incentivized

Training was efficient and fun. It was all webinars and YouTube videos. These were mostly lunch time sessions. 10

Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.

- Easier to use - Easier to upload new information - Easier to search - Easier to share Bloomfire search-ability means much less work trying to organize and categorize documents. That means easier upload, which means more information gets stored there and used.

Incentivized

We previously used Sparkcentral for our social media care. While we were very happy with the team there, the product had not evolved as much as Sprinklr and we found it to be lacking in its ability to handle different languages, route certain types of conversations with higher priority or to certain teams / agents. It also did not have as robust a reporting structure as Sprinklr does

Incentivized

• Feedback from users in being able to perform transactions for members has greatly improved.
• There has been an increase in engagement of material presented in posts by learners in training classes.
• Reps and agents say they feel confident they can easily locate information if ever there is a need on the front line.

Incentivized

• Increased employee efficiency: Having a clear, one-stop "shop" where users can leave feedback, ask questions, and find bug fixes or workarounds has saved me (and other community managers at my company) loads of time that was once spent responding to numerous emails on an individual basis.
• Better customer service: Since everyone in the company is alerted of what's being written on our forum, it's easy to spot a high-priority issue, delegate to the person in charge, resolve it, and respond as soon as possible.

Incentivized