Sprinklr Service Reviews and Ratings

Rating: 8 out of 10

Score

8 out of 10

Community insights

TrustRadius Insights for Sprinklr Service are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

User-Friendly Interface: Users have found the interface of Sprinklr Modern Care to be easy to navigate and visually appealing. The platform's design and functionality prioritize the needs of the end user.

Effective Search Feature: Many reviewers have praised the Search feature, which suggests potential duplicates or similar threads before users create their own posts. This helps prevent duplicate requests and enhances efficiency in finding relevant information.

Flexible Administrator Control: Several users appreciate the ability to assign different levels of administrators for better control over specific groups within the organization. This feature allows for customized permissions and empowers non-employee users to assist with certain tasks.

Reviews

26 Reviews

Very happy with the service Sprinklr Care gives me. Enables me to keep on working with the platform in an efficient way.

Rating: 10 out of 10

Incentivized

February 28, 2023

Use Cases and Deployment Scope

Sprinklr Care is used centrally where issues are collated and then requested to Sprinklr Care.

Pros

Issues are logged immediately with a reference and severity assessed
I trust and know that the first response as to a solution or clarification will come within the hour
Very friendly manner

Cons

Recently it came up that the rule engine cannot be controlled per user. This was identified and a feature request made
I have no major issues with how Sprinklr Care works or response times

Likelihood to Recommend

Sprinklr Care is a very good service and I have no major issues.

Verified User

Manager in Marketing (10,001+ employees)

Vetted Review

4 years of experience

Modern care and other module usage review

Rating: 8 out of 10

Incentivized

February 9, 2023

Use Cases and Deployment Scope

Sprinklr Voice provides powerful call routing and IVR features to guarantee that customers are connected with the proper person for their needs and allows us to quickly track and respond to customer enquiries and comments. In addition, the platform provides us with sophisticated analytics and reporting tools to better comprehend client feedback and activity. When it comes to enhancing call center operations and delivering first-rate customer support over the phone, Sprinklr Voice is a fantastic option. The fact that it can be used with other Sprinklr offerings to provide a unified view of consumer interactions increases its usefulness.

Pros

Voice module
case creation and assignment
Workflow
Modern Research
Journey Facilitator

Cons

Case management has room for improvements

Likelihood to Recommend

Sprinklr Voice has been a game changer for our business. The platform's advanced voice analytics capabilities have given us a deeper understanding of our customer's needs and preferences.

Alagu Sathappan

IT Emerging Technology Manager in Information Technology at wasl group (501-1000 employees)

Vetted Review

1 year of experience

View profile

Best in class - A must have Social media management solution in 2022

Rating: 10 out of 10

Incentivized

June 15, 2022

Use Cases and Deployment Scope

I used it for FMCG brands. There were so active on social media and have a lot of brands. It was really important for the brand at that time to have perfect social listening & community management solution so we decided to go with Sprinklr Modern Care which ultimately became so important for us. It is a very smart & useful tool, a unified platform to cover all your social media management needs

Pros

Social Listening
Community Management
Addressing critical complaints

Cons

Sync issues sometimes happen
Historical data sometimes not fetched

Likelihood to Recommend

When it comes to community management & crisis management, it really helps resolve the issue. It has a mobile application as well so it becomes very easy to do the stuff right on time

Verified User

Analyst in Social Media (501-1000 employees)

Vetted Review

2 years of experience

Longtime user

Rating: 9 out of 10

Incentivized

May 24, 2022

Use Cases and Deployment Scope

The tool is used for daily moderation of social media channels. The tool also allows you to create detailed reports summarizing activities in social media, for example, sentiment, reaction time, and volume of messages.

Pros

Fast download of real time entries.
The possibility of applying detailed categorization.
The possibility of applying detailed sentiment of messages.
The possibility of sending the NPS survey.

Cons

Sentiment - should be more visible, less clicks.
Status changes when user is log out - repair bug.
Sometimes we have problems with incurring cases.

Likelihood to Recommend

Moderation of profiles on various social media channels. Publication of posts. Summarizing and reporting on social media activities.

Verified User

Manager in Social Media (1001-5000 employees)

Vetted Review

4 years of experience

Great product for a company with large budgets!

Rating: 9 out of 10

Incentivized

May 21, 2021

Use Cases and Deployment Scope

We used it for social community management and scheduling of paid and organic posts

Pros

Good customer support for clients
Easy to use interface
Customizable metrics and fields

Cons

Turn over of client representatives
Expensive but worth it in the long run
Social listening is not as advanced as brandwatch

Likelihood to Recommend

Good places - Community management, content approval queues, customizable fields and metrics, and social listening, influencer tagging and management, sentiment monitoring and brand protection

average places - paid social content scheduling, this can accrue very high costs if you are a smaller business, and do not have enough in paid media to support the operational costs.

Verified User

Program Manager in Marketing (10,001+ employees)

Vetted Review

8 years of experience

Why we use Sprinklr

Rating: 8 out of 10

Incentivized

November 22, 2020

Use Cases and Deployment Scope

We use Sprinklr Modern Care in our Business Unit, and it greatly improves our efficiency. We get a fast overview of our data, and are able to do a deep dive into them. It also allows us to create our own formulas and completely tailor the backend to our needs. This way we always have insights into our performance.

Pros

Is very adaptable and customizable.
Very easy to use.
Is an all-in-one service platform.

Cons

Accurate data collection.
Smaller platform integration.
Community Management.

Likelihood to Recommend

If you are a "bigger" company and are looking for a platform that combines all of your social media services into one, this is the platform for you. It make it easier for one person to handle all of the marketing needs. If, however, you are a smaller company, this platform will probably be a bit too expensive and elaborate. You're better off waiting to grow by yourself and acquire it at a later stage.

Robert van Kasteel

Account Manager (Acer & Predator) in Social Media at We Are Social (51-200 employees)

Vetted Review

2 years of experience

View profile

Put out social media fires before you get burned.

Rating: 8 out of 10

Incentivized

November 11, 2020

Use Cases and Deployment Scope

In today's social media environment, bad customer experiences can spread like wildfire. We strive to provide the very best customer service and Sprinklr alerts us to customer concerns so that we may address them before they get out of control. Sprinklr helps us protect our reputation and, more importantly, help us take care of our customers.

Pros

Finds and delivers concerns voiced on social media.
Offers a way to track our follow up.

Cons

Cumbersome user interface.
Needs to be simplified.
Some options are not logically placed.

Likelihood to Recommend

Seems to do a great job of finding and alerting us of customer concerns. I wish the notification system was less intrusive. This morning I came to work only to find 277 emails with the same notice. If I were ignoring a concern during working hours, the repeated notifications would not only be justified, they'd be welcome. Minor complaint but it is annoying. The interface could be easier to navigate as well. When I am in a hurry to find someone to resolve a customer's concern, the Sprinklr site is hard for me to find the information I need.

Dennis Keeley

AD Assignment Supervisor at GEICO (10,001+ employees)

Vetted Review

3 years of experience

Good tool for social care in bigger companies

Rating: 8 out of 10

Incentivized

November 7, 2020

Use Cases and Deployment Scope

We use Sprinklr to interact with our customers on social media and monitor comments and mentions by our customers.

Pros

Great overview of which messages, comments, mentions etc. got answered already
Good overview for teams to see who's already working on single cases
Nice way to build our own individual dashboards with all information each of us needs
Nice tools to interact with customers

Cons

Better message histories and mentions on Twitter
More filters for dashboards (e.g. hide already assigned cases) etc.
Combining of multiple messages from the same customer in dashboard view

Likelihood to Recommend

In the case of issues with big outages that affect many customers, comments on comments from other customers, and so on, there isn't a good possibility to see the whole history and other comments/mentions on the same tweet. There is much room for improvement to get a better overview in such confusing cases. Besides that, Sprinklr does a good job handling single-customer requests.

Verified User

Employee in Quality Assurance (5001-10,000 employees)

Vetted Review

1 year of experience

A great tool with everything in the one place.

Rating: 7 out of 10

Incentivized

November 5, 2020

Use Cases and Deployment Scope

We use Sprinklr Modern Care as a scheduling, monitoring and reporting tool for our social channels across Facebook, Instagram and Twitter. It is used by me and my colleagues every day as our main communication tool. It allows us to have everything in the one place for our social communications.

Pros

Great editorial calendar for scheduling
Great reporting tools that provide a variety of real time insights
I like that you can like and respond from different social accounts with just a few clicks

Cons

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.

Likelihood to Recommend

It's great for scheduling and monitoring social channels.

I sometimes find it difficult to navigate. There seems to be a huge platform of tools but it's too daunting to dive in and use them all.

Verified User

Employee in Social Media (10,001+ employees)

Vetted Review

1 year of experience

Making good use of Sprinklr Modern Care

Rating: 7 out of 10

Incentivized

October 21, 2020

Use Cases and Deployment Scope

Sprinklr Modern Care is being used to handle customer service issues on social media. It is used by a corporate department and customer service associates in various locations throughout the country to communicate with customers on-platform. Oftentimes, once contact is made the issue can be better addressed via direct message or phone call.

Pros

Quick identification of customer service issues on social media
Ability to respond quickly to customer service issues on social media
Opportunity to respond on-platform

Cons

Filtering through social posts for legitimate issues vs. noise
Not all posts should be handled by customer service specialists.
Not all posts are from legitimate customers.

Likelihood to Recommend

Sprinklr Modern Care is well suited when issues are clear and clearly identified. However, it is somewhat less suited or less appropriate for filtering those issues, weeding out inappropriate issues, and other noise within social media posts. Identifying which issues are legitimate and need to be handled by customer service specialists is key.

Verified User

Manager in Marketing (10,001+ employees)

Vetted Review

1 year of experience

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