Overview
Product Information on Sprinklr Social
What is Sprinklr Social?
Sprinklr Social Pricing
Overall experience with Sprinklr Social
“Go to Unified social media management platform with all your social media use cases covered.”
“Sprinklr Backend Complexity and Lack of Support Hinder Small Teams”
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.
Company Details
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Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: Sprinklr Social
Deciding Factors: Sprinklr Social Vs. Market Average
Performance of Sprinklr Social Across Market Features
Sprinklr Social Likes & Dislikes
1. Diverse listening coverage across both social and web source 2. The advocacy platform has been super easy to implement and use by our social media teams 3. Detailed analytics with custom fields which helped in aligning and setting up our standard metrics on the platform
The ability to customize and automate. It does require a proficiency level most standard users wouldn't have, but they have both free and paid trainings and certifications for those who need to build up their skill levels. There is no other platform that has the level of customization that Sprinklr has, and we've vetted all of their major competitors.
It centralizes different social channels in a single dashboard and this makes it easier to monitor how the community interacts, track engagement performance and respond to public questions effectively. Its analytical and reporting tools provide me with unmatched insights into my audience sentiments and this helps to improve our community outreach methods while measuring our engagement success. Its advanced workflow management and automation features enable the assigning of community issues to the right team, maintaining quick response time and streamlining of ticket routing.
The support from the services and engineering team has been slow at times which has made our daily activities difficult to execute at times. Being a global premium client of Sprinklr, you would expect a certain level of promptness to execution and addressing of issues.
We are a small team with limited resources, and Sprinklr management requires dedicated personnel that we just don't have. Being able to navigate the backend admin of the platform is time consuming and complicated if you do not have support. After they went public they removed the product specialist positions that we heavily relied on and as a result we were unable to continue to use the platform at its full potential. While they have the potential for a lot of integrations, some require a lot of manual work instead of out-of-the-box solutions, which makes onboarding a time consuming process. Additionally, everything seemed to be an additional cost, and not small costs either. Early in our relationship there seemed to be more flexibility, but towards the end of our time with them that flexibility seemed to vanish.
It is resource intensive and complex when learning more so if the team lacks a technical onboarding trainer. Integration with other support tools may at times need technical troubleshooting
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Peer Discussions
Sprinklr Social Reviews and Ratings
- SOCIAL MEDIA MANAGER10B+ USDHardwareReview Source
Sprinklr Backend Complexity and Lack of Support Hinder Small Teams
We have been a Sprinklr customer for 10 years and have witnessed many changes throughout the years. We received stellar customer service and had a wonderful experience for a significant portion of our time with them. However, once they went public everything seemed to go downhill. I am willing to attribute some of this to our own internal changes we were experiencing. Sprinklr is no longer as reliable as it has been in the past. A fair amount of our issues had to do with just how old and bloated our environment was after so many years. As new features and optimizations were added, many of the previous rules and workflows we had built to serve our needs became obsolete or would negatively interact with newer, updated features. At multiple points, I tried to enlist the assistance of Product Specialists and our account reps, but Sprinklr continued to gut these services and I wasn't able to get assistance in updating our systems to work smoothly. I do think a larger company with more dedicated internal resources would have a much better experience with Sprinklr. I know they are currently trying to improve their customer experience, and I hope they succeed. - Marketing Associate1B-10B USDBankingReview Source
Customer Service Limitations Overshadow Useful Calendar and Asset Management Features
There are aspects of Sprinklr I do enjoy, but the customer service is really rough. I am not a Sprinklr engineer, but it is often expected that I am. The team I work with tries their best to help me when they can, but you are truly limited by what in-depth knowledge you personally have figured out with the platform. - DGM - Social Media50M-1B USDEnergy and UtilitiesReview Source
Go to Unified social media management platform with all your social media use cases covered.
Sprinklr is a versatile social media management tool. The unified experience it provides in terms of publishing, advocacy, social listening all together has been super helpful for me to manage our social media presence globally. - It Support Associate50M-1B USDServices (non-Government)Review Source
Robust Social Engagement with Sprinklr Social Enterprise-Level Abilities
This is a very powerful enterprise grade social platform that highly enhances issue resolution, community engagement and social listening processes. It has supported data driven engagement methods, ensured the maintenance of relations with community and mostly improved the response efficiency. Therefore, this peoduct has enhanced our team and firm interactions with the community members and other stakeholders. - Marketing AssociateGov't/PS/EdGovernmentReview Source
Improved Customer Support Restores Satisfaction With Sprinklr After Renewal
Since renewing our contract, I've been really happy with Sprinklr. At the end of our previous contract, I was losing faith in the product due to customer service being lacking, but since the renewal and I shared my problems, they have done a lot to bring everything back up to standard service wise and I'm very happy at this point.