Overview
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What is Sprinklr Service?
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Overall experience with Sprinklr Service
“Single Platform Enables Holistic Channel Analysis but Poses Workflow Challenges”
“Great Product Tainted by Renegotiation Discussions and Sales Focus”
About Company
Company Description
Sprinklr is an enterprise that aims to unify different teams to improve customer satisfaction. Established in 2009, the company initially observed that fragmented software solutions were disrupting the customer experience and stifling growth. To address this, Sprinklr developed a single-code architecture platform to eliminate internal organizational silos. The company has now evolved into a prominent organization delivering a Unified Customer Experience Management platform. This system utilizes Sprinklr AI+ to assist teams across customer service and marketing departments in engaging with and enhancing customer experiences across all modern channels. Sprinklr, while based in New York City, operates in 25 countries, across 24 time zones, and serves numerous notable enterprises.
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Sprinklr Service Likes & Dislikes
We really enjoy firstly how from a single platform we are able to derive the number of insights from various channels. It is giving us a more well rounded holistic view of which digital channel is driving the most impact during a campaign. Secondly being infused with AI has helped to increase our time to insights and allowed us more real time decision making and to target problem areas allowing for a more intimate or personalized intearction with our client base. Lastly the ability for this platform to ingest from the various channels has also allowed our customers more flexibility in terms of how they interact and respond to my organization allowing us more channels to communicate through with confidence.
The product itself is great, and the AI is very helpful for small and limbal teams that need to get work done. The management services were amazing! They were always so willing to help with any last minute changes. Reporting was quick and easy to do, and it was also sharable with outside groups.
What I appreciate most about the Sprinklr service team is their responsiveness and proactive support. They don't just answer questions quickly; they follow through until an issue is fully resolved even when I missed an email/notification from them. They do their best to make sure nothing is stalled because they know in the world of social things move FAST!
Top of mind is the fact that since this tool works as an all in one single platform certain workflows are more mature then others depending on the communication medium you are using. This has led our teams to have to come up with some creative solutions to derive the same insights but merged across various channels. This then leads to my second concern which is the fact that this has required more expertise then we initially thought which has led to a steeper learning curve and adoption for our internal users. Lastly given all this it can be overwhelming and the documentation can be lacking when we require something very specific to customize, so time is then spent talking to support in order to get a resolution
It can be overwhelming, it is an amazing system, but one of the things we mentioned is that it was too complex for what we needed. We asked if there was a possibility of a similar system like other SaaS platforms. The platform is built to be very sales focused. When we had these conversations it all revolved around how we could push sales. While we understand that it is important, my priority is customer service and a platform that captures customer interactions. I think the system would be great for a bigger company, but for a company like ours, we could use a simpler version, and they would not work with us on that.
1. Some steps in the setup process felt less intuitive than expected. 2. Certain features required additional clarification before my team could fully use them. 3. Communication on next steps could occasionally be more detailed.
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Peer Discussions
Sprinklr Service Reviews and Ratings
- Data EngineerGov't/PS/EdEducationReview Source
Single Platform Enables Holistic Channel Analysis but Poses Workflow Challenges
My organization has a large part of the workforce devoted to outreach which includes inbound and outbound calls. We have an entire department and division that handles donar and charitable donations with a dedicated contact center. We really wanted a platform that would help alleviate some of the pressure on our department and found that with Sprinklr the AI infusion has not only reduced pressure but helped to accelerate touch points with prospects. Its also really strong with the variety of digital channels that it can manage from one single platform allowing not only our workforce but senior leadership the ability to derive insights faster allowing for quicker decision making and agility when working on campaigns and pivoting. - Manager, Customer Service and Support1B-10B USDConsumer GoodsReview Source
Great Product Tainted by Renegotiation Discussions and Sales Focus
Overall, it was a good experience. Towards the end of the contract, it became more about the sales focus than the customer experience. The renegotiation talks tainted the overall experience. Changes in management were definitely felt. The company we signed with changed. For us as a company, our priorities changed, and we expected them to be willing to work with us and while they said they would, actions speak louder than words. - Communications Associate50M-1B USDTelecommunicationReview Source
Service Team Demonstrates Proactive and Reliable Support Throughout Entire Setup Process
From start to finish, I was very impressed with the Sprinklr service team. They consistently provided support whenever I needed it and were extremely quick to respond. On occasions when I missed their emails, they proactively followed up to ensure my request was still being handled. Their persistence and commitment made the entire setup process smooth and reliable. - Associate10B+ USDIT ServicesReview Source
Strong service automation and analytics, best suited for mature teams
Overall, our experience with Sprinklr Service has been positive. It helped centralize customer interactions across channels and gave better visibility into response quality and SLAs. Case routing and automation worked well once configured, though the initial setup required time and careful planning. Reporting is strong, but the platform can feel complex for new users. With proper training, it becomes a powerful tool for managing large-scale customer support operations. - Systems Engineer<50M USDIT ServicesReview Source
A powerful enterprise omnichannel platform best suited for organizations with complex customer engagement needs
Overall, our experience with Sprinklr has been positive. The platform is very strong in managing customer engagement across multiple channel within a single, centralize system. Monitoring, analytics, and workflow automation features help teams work in more structure and data-driven way.