#1 most frequent
United States of America
36.0%9 installations of 25
What is Sprinklr Service?
Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables customer and agent experience across 30+ digital, social and voice channels, and delivers real-time insights.
Categories & Use Cases
Top Performing Features
Omnichannel inbound routing
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.5
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
Areas for Improvement
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 7.6
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7
Who Buys & Uses Sprinklr Service
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
20.0%5 installations of 25
#3 most frequent
India
8.0%2 installations of 25
All praise for Sprinklr Service.
Use Cases and Deployment Scope
In my organization, we have used Sprinklr service for many years. As we moderate, engage, and escalate issues for our clients found on their social media platforms, Sprinklr Service has helped us immensely. With everything in one area, we can efficiently handle multiple inquiries and complaints versus the old, native checks way.
Pros
- Customer service.
- Organization
- Ease of use.
Cons
- Contacting customer support during the holidays. While not everyone operates 24/7, for us who do, assistance is almost always needed during busy times.
Return on Investment
- We have retained clients for many years thanks to using Sprinklr Service. They're pleased with the work & have never suggested another platform.
Usability
Alternatives Considered
Hootsuite
Other Software Used
Khoros Social Media Management, Hootsuite
Modern care and other module usage review
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
Return on Investment
- Call back solution
- Intelligent routing
Why we use Sprinklr
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.
Return on Investment
- We were able to reduce our Community Management hours.
- This platform cut down our Account team as posting on multiple platforms at once is made very easy.
- We sometimes have to double check the data, as fluctuates and is not always accurate.
Alternatives Considered
Meltwater Media Intelligence Platform
Other Software Used
Brandwatch
Put out social media fires before you get burned.
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.
Return on Investment
- Improves our customer service.
- Wastes time with repetitive alerts when simple file updates are made.
- Uniform companywide system for handling these concerns.
Sprinklr Modern Care helping us meet or exceed the expectations of the travelling public
Pros
- Automated routing to appropriate teams
- Automated notifications for certain types of content or posts from certain users
- The reporting options are fantastic.
- We've integrated a chatbot seamlessly with Sprinklr modern care so our team members can pick up a conversation if our bot isn't able to provide an answer.
Cons
- There is always room to improve the speed of response and efficiency by introducing keyboard shortcuts for our most used macros, actions, etc.
Return on Investment
- Sprinklr Modern Care has had a dramatic affect on our response times and overall efficiency. We've been able to handle more conversations in less time.
- The platform has allowed us to exclude (or de-prioritize) high-volume, low-priority conversations from social media posts that are intended to create engagement, so our queues are not jammed up with emoji replies, one-word responses, etc. It has been amazing to either route comments on certain posts to a dedicated queue, or to exclude them from our teams' queue altogether.
Alternatives Considered
Sparkcentral
