Likelihood to Recommend Sparkcentral has an extremely dedicated customer service team The platform UX is brilliant Reports are very detailed & easy to export The system is stable more than 98% of the time Queue management is extremely easy They need to work on a mobile app / making the website mobile friendly The ability to add more social media channels is essential
Read full review In my perspective, I would say Sprinklr Modern Sales & Engagement is best suited for teams and organizations who are more involved in automating social media activities, getting a great analytical report on activity engagement, and generating lists and bolds that helps determine the trends and events, etc. One of the best tools that one could use for clients with every information they would need.
Read full review Pros The biggest advantage of the Sparkcentral platform is its "inbox zero" philosophy. With this, our customer support requests are queued within the app, and agents need to work down the queue to keep it empty. The app is designed from the ground up for customer care - instead of taking a generic social platform, and sprinkling in some customer care tools. Everything about Sparkcental is designed for helping our customers. Sparkcentral allows us to do much better CRM. We can make customer notes, see recent interactions, determine who helped the customer (and when). Read full review Customization - Through Sprinklr's rules and robust custom field creation, you really can create a lot of customization for every facet of your business. Listening - Their Listening Engine and Explorer are fantastic ways to proactively find engagement-friendly conversations, in addition competitively research your brand. Care - Using their case formatting, messages and customer contacts can be routed and assigned easily to available reps, and their bot builder can help to automate your contacts without sacrificing a personal touch. Read full review Cons In the beginning our team had the option to see what another user was typing as they responded to a post. With the latest update, this was taken away. That feature was key for us to shadow agents remotely who are still in training to provide real time feedback. Our company has a number of different brands that we manage. Having a truly unified queue would be a great addition for us! The bulk resolve should allow the option to select on the posts that you wish to resolve instead of selecting a time frame for bulk resolve. Often we find that marketing posts generate more volume in the evening. However, there are sometimes posts where the customer needs assistance during that time. So, if we were to bulk resolve for a certain number of evening hours we would potentially miss a customer's concern through that option as it is currently. But, if the option was to go through and select on all marketing posts and then bulk resolve you would ensure that you are not missing a post where a customer needs assistance. Read full review Overall, Sprinklr rewards users to do a lot of digging on their own to get to the more in-depth functionalities. For instance, the asset manager feature leads you to a dashboard with all the content you ever published but doesn't tell you what to do next or how to organize it Sprinklr offers basic social listening features, but it is much more limited than other pure social listening players like Crimson Hexagon or Brandwatch. It is perfectly usable for a quick search but I wouldn't recommend it as your sole social listening platform Read full review Likelihood to Renew Sparkcentral has never given us a good reason to consider any other option. Aside from all the positive points I mentioned in previous areas of this review, something else that has really impressed us is their customer service (makes sense, they're a customer service company after all!). Any time we have a question or concern, we send them an email and we get a response almost instantly.
Read full review I really do feel that Sprinklr is the most complete enterprise social media program. It covers everything you would need to do to run a strategic social media program. On top of that, the success managers are really the best. Our success manager goes above and beyond for us and has been so helpful to us with setting up some very specific repots and profiles. Paul (our CSM) has been great about keeping us up to date on the latest features and functionality as well as helping us set up innovative dashboards as need
Kira Swain Social Media Marketing and Community Manager
Read full review Usability The system meets all my expectations.
Read full review It's simple to learn and easy to use. Compared to other social media monitoring tools like it, it has less of a learning curve than most. Between the filters, macros, tagging, and ability to like or reply to posts, it seems pretty comprehensive. At the very least, it accomplishes everything that my organization uses it for
Read full review Reliability and Availability Our account partners at Sprinklr are not only responsive to out needs, both domestically and internationally, but have consistently approached us with ideas on how to improve our communication and collaboration in a proactive manner.
Read full review Performance Perfornace is not aan issue. The issues/bugs with this software are few and far between. And when one pops up the 24/7 support team is helpful, quick and informative.
Read full review Support Rating Incredible customer service team that replies back very quickly, follows up on the reported issue till it's resolved in a very timely manner.
Read full review Support is amazing. We have had to reach out [to] them only a few times in the past few years. Each time, they were back in touch with us within the hour or two, no matter the time. We've always had our issues addressed quickly and promptly corrected. They are a great team to work with.
Read full review In-Person Training I don't recall our training in detail. I know we met in person a few times, and did some over-the-phone product walk-throughs. It may have been somewhat informal -- I don't recall having any takeaways to refer to.
Read full review Online Training Through multiple webinars, easily accessible training documents, and ad-hoc sessions with my account manager I am never left in the dark when I have a question.
Read full review Implementation Rating The implementation personnel at Sprinklr are top-notch. They will work with you to make sure they setup Sprinklr in a way that best aligns with your structural needs
Read full review Alternatives Considered Sparkcentral does what it has offered to do, where other software made empty promises, Sparkcentral delivers. They also inform us, anytime they are undergoing maintenance or when Twitter or Facebook has an API change, where in previous cases we would have to discover this ourselves.
Read full review As much as I get frustrated with Sprinklr, Sprinklr is a much cleaner platform than others I have used and I do obtain good data from the reports due to my custom filters, allowing me to pass along education onto product teams in regards to their specific lines.
Read full review Scalability Always start simple with Sprinklr, e.g. one client. You can easily grow over time adding products/units/regions, etc
Read full review Return on Investment Customers appreciate fast responses to the things they post on social media. This tool allows that to happen. The dashboard allows us to keep up with how many are waiting in our queue so we can keep up with how busy we are during the day and manage it. Customer satisfaction has seemed to increase while using this tool. Being able to add notes with the customers address and phone info is awesome as well. Read full review Reports can be customized and exported easily in many different formats. I especially like the PowerPoint version of reports. It quickly and professionally creates a custom slideshow to show the metrics of the platforms and time periods you choose. This is a great way to keep your company's C-level executives informed on your team's progress and investing in your efforts. This is especially true for executives that do not personally use or understand the value of social media. Brand reputation management is always a great investment. The dashboard alerts you in real-time when your brand or product is mentioned across any of the platforms and offers a quick and efficient way to respond. The Sprinklr customer experience cloud can be implemented across your entire organization, including CRM and email systems. If you're not growing you're dying. That alone helps me with the ROI of using Sprinklr for my client's business objectives. Read full review ScreenShots