Salesforce Marketing Cloud Social Studio (discontinued) vs. Sprinklr Social

Social studio is well-suited for environments where multiple social media channels are being managed by more than one individual, allowing for shared access and collaboration. There's no reason it wouldn't work equally as well for an individual user without a team needing shared access.

Incentivized

Any large organization that is looking to have an effective social media presence and achieve outcomes through advertising would be benefited by using Sprinklr [Modern Sales & Engagement]. The system allows a streamlined way to see how your audience is responding to your posts and advertisements online. It would not be well suited for a company that is not engaged with a social media presence.

Incentivized

• Social Listening - boolean search queries that can be narrowed down by source and language, as well as location, to ensure it's relevant to the brand.
• Owned Channel Monitoring - pulling owned content/comments into streams for moderation, engagement and review.
• Publishing - scheduling, drafting, tracking brand owned social posts.

Incentivized

• Customization - Through Sprinklr's rules and robust custom field creation, you really can create a lot of customization for every facet of your business.
• Listening - Their Listening Engine and Explorer are fantastic ways to proactively find engagement-friendly conversations, in addition competitively research your brand.
• Care - Using their case formatting, messages and customer contacts can be routed and assigned easily to available reps, and their bot builder can help to automate your contacts without sacrificing a personal touch.

Incentivized

• The export or raw data can be tedious. Currently, the tool exports a 10,000 mention bulk CSV file. When dealing with larger brands like Nike, you are looking at well over 300K posts for a year. Parallel to this, is the lack of an exportable sample of data.
• Each widget can only showcase 3 months worth of data. So creating a trend line of volume of mentions must be done in 3 separate widgets and requires the user to manually piece them together.
• Though the tool consistently brings back the most volume, the data is not always clean. Within the data crawl, twitter user names are also scraped for your kewords, so going back to the above example, if your keyword is nike, and someone's twitter handle is @IhateNike, the post is often irrelevant to the brand.
• Though I find the tool quite easy to use, new users often tell me that the tool is incredibly confusing and not an intuitive process.
• Lack of Facebook posts, though this is a limitation of all social monitoring tools given the privacy settings of the social network
• Lacking the ability to input Boolean Syntax limits the depth of the keyword queries.

• Overall, Sprinklr rewards users to do a lot of digging on their own to get to the more in-depth functionalities. For instance, the asset manager feature leads you to a dashboard with all the content you ever published but doesn't tell you what to do next or how to organize it
• Sprinklr offers basic social listening features, but it is much more limited than other pure social listening players like Crimson Hexagon or Brandwatch. It is perfectly usable for a quick search but I wouldn't recommend it as your sole social listening platform

Incentivized

Our company's contract with Radian6 was up in January and we came to the unanimous agreement that we would look for another software. For the 18 months we had Radian6, very few employees knew how to use it and we were ready to try something new

I really do feel that Sprinklr is the most complete enterprise social media program. It covers everything you would need to do to run a strategic social media program. On top of that, the success managers are really the best. Our success manager goes above and beyond for us and has been so helpful to us with setting up some very specific repots and profiles. Paul (our CSM) has been great about keeping us up to date on the latest features and functionality as well as helping us set up innovative dashboards as need

• Would rate this a 6. The User Interface is pretty intuitive, but the platform was still considered pretty intimidating by our non-technical staff when they first saw it. It took a while to get used to it and feel comfortable. There was quite a lot of setup work in the beginning (for example, we had to build our own reports using a canned report as a template, and this was not simple). Although it took a while to get it setup correctly, it’s quite intuitive once that work has been done.

The user interface, training via Sprinklr university and detailed articles on almost every topic in the knowledge portal make Sprinklr a complete package. This is also GDPR compliant, helping us stay good with the info security. The layout of the navigation is easy and anyone new to the tool won't be overwhelmed

Incentivized

The platform is rarely down

Our account partners at Sprinklr are not only responsive to out needs, both domestically and internationally, but have consistently approached us with ideas on how to improve our communication and collaboration in a proactive manner.

No issues with performance.

Perfornace is not aan issue. The issues/bugs with this software are few and far between. And when one pops up the 24/7 support team is helpful, quick and informative.

As mentioned previously, it can be hard to get through to people who can help you. On occasion when I have spoken to customer service/tech support, they all seem nice and try to be helpful, however instead of admitting the system cannot do certain things, they will persist it saying that it can, which results in many wasted hours overall.

Sprinklr Modern Engagement is great for workflow and approvals, especially between teams or in-house/agency relationships. It is not well suited for smaller businesses or companies that have one account per platform. It seems like the functions would be too robust for a small business to handle. If there was an SMB version that would have got a 10 from me.

Incentivized

I don't recall our training in detail. I know we met in person a few times, and did some over-the-phone product walk-throughs. It may have been somewhat informal -- I don't recall having any takeaways to refer to.

• We initially received dedicated online training for our team which was delivered by our account rep. This was pretty effective since it happened after our data had been loaded into the system and it had been configured for specific needs our organization. The training was perhaps a bit shallow though, as it was only an hour long. Online videos are available to be taken individually, and these have been useful.

Through multiple webinars, easily accessible training documents, and ad-hoc sessions with my account manager I am never left in the dark when I have a question.

Implementation was pretty simple. Just a matter of giving the account rep a list of our search terms and having him set the system up to pull the data we wanted to see. Once this had been done, we tweaked it with his help. Process was pretty smooth, although there was some back and forth until it worked the way we wanted.

The implementation personnel at Sprinklr are top-notch. They will work with you to make sure they setup Sprinklr in a way that best aligns with your structural needs

Radian6 is one of the popular social media monitoring tools, There are many features of the Radian6 that I can vote for over other tools. The important ones are the seamless Salesforce integration, The data presentation capabilities, Multiple profiles feature, keyword cloud. Despite the fact that the license is costly, the features and the integrations(specially SFDC) provided are very handful and worth the money.

Incentivized

Sprinklr Modern Sales & Engagement stacks up [well] against its competitors because it has all the features and functionality
[a] team could expect from this application. And not just that, it has been
updating the application and deploying the latest features frequently that
helps us a lot in our day-to-day operations. I am really happy with it.

Incentivized

Always start simple with Sprinklr, e.g. one client. You can easily grow over time adding products/units/regions, etc

• Monitoring social brand awareness is not something you can consider to have a meaninful impact in your business ROI short term, however it's a must for taking care of long term relationships and customer intimacy.
• Radian6 connects with other analytical tools like webtrends, Google Analytics, etc..however it's not directly linked to a revenue driven platform, you can´t see the immediate ROI generated in the tool.
• If you bet for social relationships you should consider this tool, no question on that. Social Commerce might be of course impacted postively by the proper use of this tool.

Incentivized

• Assisted with integrating global social media marketing departments together
• Has resulted in some delayed customer support responses due to technical issues with Facebook integration
• Lack of ability to message people on Instagram has led to poor community management on this platform.

Incentivized