Sprinklr Service vs. Zoho SalesIQ

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

This is being used to make it easier for our sales staff to add leads and follow up with them. Our sales team has found it considerably easier to maintain track of leads generated by this service because of the connectivity with CRM. We wanted to learn more about our customers' habits. This work is made incredibly simple and straightforward to accomplish with SalesIQ. It makes a big difference to chat with and engage with customers at the correct time without being aggressive.

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able to moderate and organize our community so easily by merging topics into one canonical thread or archiving out of date threads helps to keep our search results relevant and improves the chances that our visitors find the help they need easily.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

• A fine match for the company needs and incorporation.
• Customers visibility on the platform and their behavior.
• The amount of time spent in a given location.
• It is extremely simple to use, with numerous manuals and instructions on how to apply every company.
• The online chat feature is extremely beneficial to us an organization.

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

• Overall it's a very simple tool that doesn't offer a lot of complexity or expanded tools
• Even though it's all in the Zoho family, it doesn't work seemlessly with CRM or other Zoho products
• Not always the best at identifying similar users across different browsers, devices, etc

Incentivized

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.

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 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.

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

The option of the desktop application was a missing feature on both of the previously used tools, including having applications for Windows, Linux, as well as MACOS. Having a separate application for the chat agents from the main CRM application was a key missing feature as it was combined with the complete CRMs tools being used earlier. Website visitors' live and history activity on our website was missing on the tools being used earlier by our Customer Success teams.

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

• It has significantly reduced the number of phone calls and emails we used to get. Chat is more convenient for our users. It also means we can provide support with fewer agents as a single agent can work on multiple chats (unlike phone support).
• Ability to catch and engage with new users that are potential leads has also improved our overall sales program.
• Letting admin take over chat seamlessly without a transfer lets us provide a better quality support experience to our more important users.

Incentivized