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Sprinklr Clients

Sprinklr Core review by Ericka K.
Sprinklr Core review by Ericka K.
May 21, 2018
Ericka K.
Director of Social Media Strategy at MGM Resorts International
Hospitality, 10,001+ employees

 

Sprinklr. Is. A. Beast.

4.5
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

Be sure to find a tool admin that is computer and data-literate to ensure the most streamlined enablement.

What business problems are you solving with the product? What benefits have you realized?

Sprinklr provides my business with solutions for social customer care, inbound listening, and every real-time data point you could imagine.

Sprinklr Core review by Dean Z.
Sprinklr Core review by Dean Z.
June 04, 2018
Dean Z.
Sr. Manager of Reporting & Analytics
Retail, 1001-5000 employees

 

Great Platform

5.0
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

Sprinklr Core review by Victoria R.
Sprinklr Core review by Victoria R.
December 28, 2017
Victoria R.
Social Media Campaign Manager at University of Phoenix
Higher Education, 5001-10,000 employees

 

My experience with Sprinklr

5.0
What do you like best?

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.

What do you dislike?

Still working out some glitches. Instagram direct messages do not currently pull through and that would be very helpful if that was resolved.

Recommendations to others considering the product

Get to know this product and the many features it provides for social media monitoring, analytics, advertising and more.

What business problems are you solving with the product? What benefits have you realized?

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.

Sprinklr Core review by Meagen E.
Sprinklr Core review by Meagen E.
May 17, 2018
Meagen E.
Chief Marketing Officer at MongoDB @meisenberg (Nasdaq: MDB)
Computer Software, 501-1000 employees

 

Social at scale

5.0
What do you like best?

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!

What do you dislike?

I would love to have more of the team involved with engagement, but limited by expense of multiple users with access.

Recommendations to others considering the product

A great platform that will scale with your social engagement

What business problems are you solving with the product? What benefits have you realized?

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.

Sprinklr Core review by Sachiko N.
Sprinklr Core review by Sachiko N.
May 20, 2018
Sachiko N.
Digital Content Manager at Samsung Electronics
Consumer Electronics, 10,001+ employees

 

Progress through the partnership

4.0
What do you like best?

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.

What do you dislike?

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.

What business problems are you solving with the product? What benefits have you realized?

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.

Sprinklr Core review by Briana S.
Sprinklr Core review by Briana S.
May 22, 2018
Briana S.
Community Relations Representative at Heartland Dental
5001-10,000 employees

 

Heartland Dental + Sprinklr

5.0
What do you like best?

Scalability, ease of use, customer service, design, robustness.

What do you dislike?

Limited customizations to our specific business structure.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

Sprinklr Core review by Dilys O.
Sprinklr Core review by Dilys O.
May 22, 2018
Dilys O.
 
10,001+ employees

 

Consolidation of all social tools in one space

4.0
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

Sprinklr Core review by Molly D.
Sprinklr Core review by Molly D.
May 21, 2018
Molly D.
 
201-500 employees

 

Sprinklr is a powerful platform that is made for large teams

3.5
What do you like best?

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.

What do you dislike?

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.

What business problems are you solving with the product? What benefits have you realized?

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.

Sprinklr Core review by Alex F.
Sprinklr Core review by Alex F.
May 21, 2018
Alex F.
 
10,001+ employees

 

The best social media management tool

4.5
What do you like best?

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.

What do you dislike?

Twitter analytics are considerably off from what the native analytics show.

Recommendations to others considering the product

Make the switch. You won't regret it!

What business problems are you solving with the product? What benefits have you realized?

Reporting to clients. They always want to know more!

Sprinklr Core review by Karl H.
Sprinklr Core review by Karl H.
May 23, 2018
Karl H.
 
10,001+ employees

 

Powerful if somewhat intimidating interface. Take the tutorials.

3.5
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

Definitely take the tutorials. Ask questions.

What business problems are you solving with the product? What benefits have you realized?

Team collaboration on proofreading, language collaboration and review make this a powerful tool for ensuring quality of message and strategic value.