Sprinklr. Is. A. Beast.
I have never experienced a tool that is as robust and customizable. If you think you're familiar with social listening and social customer care management, I can attest that Sprinklr is likely bigger, badder and deeper. I have both a Marketing and Computer Science background, and I love being able to challenge the tool's capabilities and go down data black holes. And through all this, what I like best is certainly our Success team. They are just as data-nerdy as my team is and willing to tackle tool optimizations without hesitation.
Robustness and customization doesn't come easy and the setup is pretty intense. But all worth it. I would have to say, I wasn't a fan of the UX, but with the launch of 'Space' we're definitely going in the right direction.
Be sure to find a tool admin that is computer and data-literate to ensure the most streamlined enablement.
Sprinklr provides my business with solutions for social customer care, inbound listening, and every real-time data point you could imagine.
I like the ability to create rules and auto route issues to agents. It's much more efficient than trying to go in and find the next message to respond to directly and brings a whole new level of innovation and efficiency to the table. I love the fact the SprinklR takes their customer feedback seriously. I have made recommendations (and probably similar to other companies recommendations) that have been implemented as normal functionality. This says alot for the company as a whole.
When the reporting modules changed.. .they are now a little harder to read and get through. I like the old format with the new options. When you choose one data point.. .it could cause another data point to not work. There must be a way to streamline this better. At times i have spent way too much time creating a report that should of been much simpler to create. The other thing i dislike is that on scheduled file exports, it comes as a link. I dislike the link process all together. I should get an email with the excel attachment. I do a great deal of automation but cannot automate my sprinklr reports to run for this very reason. They are the only vendor we have that i am unable to move the file from the email directly into a directly by way of automation. It's tedious to find the email every morning, click a link, download the file then save it to the right directory. If it came through as an excel file instead of a link... i could programmatically move it from email to the correct folder and have a trigger setup to run automatically before i come into the office.
Sprinklr is perfect for a call center/agent customer service environment. Once the platform is setup, and the agents understand the system, they will be able to provide great customer service, while keeping their occupancy up. The fact that the system can be tailored for each company differently, it a huge plus. Most companies thrive on out of the box experiences, but SprinklR focuses on what each customer needs.
The main benefit is getting to the customers posts very quickly. In a customer driven environment, its important to be quick and efficient. SprinklR has certainly provided that. We have messages routing to agents automatically, and the fluff posts that we have the ability to identify, we have those auto doing an auto no response. This has really taken our Social Media team to a new level.
How it combines all social media sites. Rather than having to search through each social media platform, potentially missing key comments by users, Sprinklr brings all of those comments into one, easy to use platform. Additionally, Sprinklr allows you to use tagging, which makes for easy analytical reviews with specific campaigns being currently run as well as comparison to previous campaigns.
Still working out some glitches. Instagram direct messages do not currently pull through and that would be very helpful if that was resolved.
Get to know this product and the many features it provides for social media monitoring, analytics, advertising and more.
We're able to promptly and effectively respond to all social media inquiries across all of the social media websites we utilize for our business. Along with this, we can quickly pull analytical insights to determine what it and is not working for us.
I love that we can engage with our developer community in a much more scalable way. We have large volumes of social conversations over many channels. We want to be able to respond in a timely manner. Sprinklr allows us to do just that. And I love that it is built on MongoDB!
I would love to have more of the team involved with engagement, but limited by expense of multiple users with access.
A great platform that will scale with your social engagement
We are able to better manage social media and monitoring. We are better able to engage with our users and customers. And we are able to pull great analytics.
The collaboration between Samsung, Sprinklr and our partners empower us to deliver better support to our customers on social media. We have customised the platform to meet our business needs.
We'd like easier access to full customer conversation history view in sprinklr space.
We'd like to further understand the the sprinklr user behaviours, average handling time metrics for a productivity metric.
More automated tagging.
Using social media as an active channel for support from our brand. We can now meet the ever increasing demand for customer support on social media.
Scalability, ease of use, customer service, design, robustness.
Limited customizations to our specific business structure.
It's great! Listen to Sprinklr's business strategy recommendations. I'm really glad I let them take the reigns and steer us in the right direction as far as setup goes.
We're using Sprinklr to actively monitor patient engagement, including unhappy patients who we may have not known about, had it not been for Sprinklr. By allowing us to engage these patients in an efficient, scalable way, Sprinklr is helping us retain existing patients. We also use the tool to publish to our social channels in order to attract more new patients.
My favorite thing about Sprinklr is having all my essential social tools in one location. I love having a master view of our all our published outbound content, inbound messages in the same space as listening. It makes my job much easier.
Overall, I'd say that the user experience could be improved. For example, when I look at inbound messages that are part of a thread, it takes multiple clicks before I can have an expanded view of that thread. I also like the tagging system but it also takes too many clicks to add tags to inbound posts.
Consider your business priorities and overall social strategy. If your social strategy is focused on less than 3 platforms, you might want to reconsider Sprinklr and use a range of other tools.
Sprinklr helps us listen and engage with our audience. It helps us stay on top of what they are saying about our content, and helps us find out what matters most tot hem.
Having a digital approvals process for social posts (would like a digital approvals process for all digital assets such as website images, vendor images, etc). The Planner is useful for scheduling if you want to drag a drop posts to another day and to give you a snapshot of your month. The platform is really robust for a large or international digital team, but may be too much power for any social team (not including legal and regulatory) under 10 people --> there isn't enough bandwidth to take advantage of all that Sprinklr has to offer.
Not necessarily user friendly. Having training was imperative to understanding the platform and doing individual problem solving. There has also been no "key" or intro video or information in the knowledge portal to onboard users to Space, which has proven difficult. Also, delegating/assigning tasks in the platform to users is more time consuming than time saving.
The approvals process in Sprinklr is useful for our highly regulated industry. The UGC approvals is cool. Listening portion is useful, but our team does not have time to use it.
I love how in-depth the repprting and listening tools are. The asset management tool is awesome as well!
Filters are your friend. Knock out the noise and irrelevant posts, or narrow it down to a specific product you're posting about. If your client wants information on how posts about a certain product perform, that information is right at your fingertips!
Also, their customer support is second to none and always helps you in a timely manner, even on weekends.
Twitter analytics are considerably off from what the native analytics show.
Make the switch. You won't regret it!
Reporting to clients. They always want to know more!
Sprinklr integrates multiple social media channels as both an aggregating, publishing, coordinating, planning and analytics tool. Our team uses it for most publishing, internal reviews and editing, coordination and team crafting of social media postings. Customer service is high quality, prompt response and good problem-solving is just an email away.
It's a very powerful machine, like a helicopter or a lamborghini. If you need a pickup truck, this might not be the tool for you. Sometimes it feels like they need to hire a VP of user experience - the interface can be somewhat non-intuitive, but not bad once you get used to it.
Definitely take the tutorials. Ask questions.
Team collaboration on proofreading, language collaboration and review make this a powerful tool for ensuring quality of message and strategic value.