What users are saying about
6 Ratings
Top Rated
105 Ratings
6 Ratings
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Score 1 out of 101
Top Rated
105 Ratings
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Score 7.7 out of 101

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Likelihood to Recommend

12mass

It's best used in customer service, esp for those encountering similar interactions from time to time. Also, you can totally use it to seek opinions from relevant users on a matter regarding your business, the tool is perfect for engaging and crowd-sourcing.
No photo available

Sprinklr

For us Sprinklr is working quite nicely. We have used it along side other technologies and our partners have done (or are currently doing) the same, however Sprinklr is the technology tool of choice. We also stay completely up to date with what other social space tech tools are providing. We always want to be leading in all that we do. Sprinklr keeps up with latest technology needs and adapts quickly if needed.
No photo available

Feature Rating Comparison

Listening/monitoring

12mass
Sprinklr
7.4
Boolean keyword searches
12mass
Sprinklr
8.0
Filtering out noise/spam
12mass
Sprinklr
6.6
Sentiment analysis
12mass
Sprinklr
6.3
Broad channel coverage
12mass
Sprinklr
8.6

Publishing

12mass
Sprinklr
7.5
Content planning and scheduling
12mass
Sprinklr
8.7
Audience targeting
12mass
Sprinklr
6.7
Content optimization
12mass
Sprinklr
7.5
Workflow management
12mass
Sprinklr
7.2

Engagement

12mass
Sprinklr
8.1
Automated routing and prioritization
12mass
Sprinklr
7.5
Customer interaction histories
12mass
Sprinklr
8.2
Bulk actions
12mass
Sprinklr
8.5

Marketing

12mass
Sprinklr
7.0
Lead generation
12mass
Sprinklr
7.0
Content marketing
12mass
Sprinklr
8.1
Paid media management
12mass
Sprinklr
6.2
Campaigns and promotions
12mass
Sprinklr
6.8

Channel coverage/integration

12mass
Sprinklr
8.1
Twitter
12mass
Sprinklr
9.4
Facebook
12mass
Sprinklr
8.7
LinkedIn
12mass
Sprinklr
8.6
Google+
12mass
Sprinklr
8.6
Instagram
12mass
Sprinklr
8.1
Pinterest
12mass
Sprinklr
6.8
YouTube
12mass
Sprinklr
6.6

Reporting/analytics

12mass
Sprinklr
8.5
Campaign success analytics
12mass
Sprinklr
9.1
Real-time tracking
12mass
Sprinklr
8.2
Competitor analysis
12mass
Sprinklr
8.0

Account management

12mass
Sprinklr
7.1
Role-based user permissions & privileges
12mass
Sprinklr
8.1
Mobile access
12mass
Sprinklr
6.2

Pros

  • The smart clustering works wonder and will help you loads in managing a huge number of mentions everyday or reaching out to people who might be interested in your product. The tool cleverly groups similar tweets together even though they don't match word by word. It saves me time everyday responding to tweets with similar content. The nice thing about it is you can customize your responses so you don't sound like a machine, thus the personal touch is still there.
  • 12mass is the only tool that allows you to measure your responses against stipulated metrics like engagement rate, click-through rate and so on, so you know which responses are best welcome by the audience
  • The system gets smarter as you use it, which speeds up the conversations even further.
No photo available
  • Audience Profiling: Sprinklr facilitates data collection of every single audience member who is impacted by your brand through engagement. It allows you to easily create rules and actions to help you discover your influencers and to engage them early on and from then on. If you want to get to know the people who are interested in you and to engage with them further, this is an important value-add.
  • Reporting: Reports are clean, simple, and visually appealing. They can be set to auto-export at a certain time variable. This is extremely helpful in saving employee time, which translates to budget. Executives and business unit owners are pleased at a set expectation of delivery. Reports are fully customizable and also have custom metrics. I haven't experienced another system where I can ask it to do the math inside the system and create what my organization's definition of an impact is.
  • Integrated System: For large companies, it is necessary to find a software that is bi-directional with information. Sprinklr can tie into Adobe SiteCatalyst, Salesforce CRM, Microsoft Dynamics, and more. It also partners with organizations like Opal Moments to have seamless interfaces for content planning across all outreach vehicles. This is a must if you use multiple systems. For our customer service efforts, this was imperative so that meta-data used for call-centers, live-chat, email, and other service contacts was also able to be customized and aligned in order to have an accurate "apples-to-apples" understanding of customer contact.
  • Silo-Busting: By inviting all relevant parties, content owners, and business units into the platform, there is transparency into what the company is doing and what the customers are saying. No longer is there a challenge for who "owns" social but it now becomes a marketing-led (or whatever your org has determined) effort with the full business team onboard. Shared calendars, shared creative assets, in-software translation, and more make it simple to bring the entire business together through planning, implementation, and analysis. This has made a large difference to our International teams by uniting us in one functional space where we can share ideas and content back and forth. It has benefited product development by bringing them closer to the customer through direct social media engagement and exported reports. And, as mentioned previously, has allowed us to align our customer service reports with all other outlets (call-centers, email, etc.).
  • One-Stop Shop: Sprinklr seems to anticipate needs - sometimes before we even realize the need. The constantly improving (they push product updates that actually improve the way things happen with delightful frequency) software has eliminated the need for a separate listening software and added a paid media option which was incredibly significant. Through the rules engine, you could automatically boost, slow down, or stop spend for ad sets that were or were not performing - all without a human touch. The amount of automation within the tool is astounding. Governance, regulation (audit trail), editorial workflows, customer service capabilities, brand health, and more are reasons to believe that Sprinklr is genuinely seeking out pain points and seeking to change the way brands do business. It has made it so much easier to be effective and efficient that to compare it to other tools we have used is painful.
  • Customer Service: This is the most robust customer service social software I have encountered, which was a primary reason we selected it. It allows for a full transcript of past conversations with a individual so you literally create relationships with people rather than "introducing" yourself to the same person 20 times. The rules engine allows you to move messages with keywords or influencers to specific queues so that they are addressed quickly and by the right team. An audit trail allows you to make your compliance department happy and to research specific issues and to provide accountability trails. Meta-data is fully customizable so that you can align your reporting with other outlets and use the bi-directional information flow with your CRM for a fully-burdened and actionable report.
  • Smart Content: The content curation engine is incredibly helpful. It quickly tells you what is performing based off of different key metrics. It also allows you to suggest content to other units. The shared asset manager quickly allows you to discover what has been successful so it can be re-used or more content can be created in similar fashion. This is an incredibly helpful tool when you have a global team in place or want all units to have access to the same quality of content and assets.
  • Rules, Actions, and Filters: The rules engine will make your life much easier. Resources are hard to come by and by automating mundane tasks, you free people up to do things that only people can do. This also can prevent PR nightmares by closely guarding permissions (governance), having a set approval system, and adding triggered emails if something goes viral. This function is where the geeks geek out.
  • Sprinklr Team: The Sprinklr team is one of the greatest assets. Every Sprinklr team member, from the executive level to the client support level, feels like an additional member of our corporate team. They help us to get smarter and anticipate need. They brainstorm how to make our company more successful and then provide tangible ways to execute. Sprinklr works around the clock to solve problems for their clients. They have been the best partner we have worked with and I would welcome them in my home anytime. They have become like family. After past experiences with software providers who over-promised and under-delivered - some who still haven't delivered integrations or features years later - this has been a delightful experience.
Alison J. Herzog, MBA profile photo

Cons

  • The system is rather bulky and can be complicated for new users to get familiarized with at first. There are a lot of tools to refine your search, which takes a while to understand the logic.
  • It can be a bit slow at times and you'll need to refresh the system and type the search again.
  • Would love to see the statistics being present in a more comprehensive way with a dialog decision tree drawn out.
No photo available
  • Implementation: This isn't necessarily a fault of Sprinklr's but rather because of the vastness of offerings and possibilities, it was hard to wrap our head around how to set up. The Sprinklr team walked us through everything and suggested use-cases. It took a few months to really understand how we could best make use of the offerings. We refined continually as we evolved and as Sprinklr expanded their capabilities.
  • UI: This is no longer an issue but when we first began the service, the UI was clunky. It is now vastly improved - simple, aesthetically pleasing, and easy to use.
Alison J. Herzog, MBA profile photo

Likelihood to Renew

12mass8.2
Based on 3 answers
When you are used to engaging with a lot of people, it's hard and not advisable to reduce the intensity.
No photo available
Sprinklr8.5
Based on 28 answers
Unless we find something better, we expect Sprinklr to constantly improve in something that is already great.
Jonathan Hatch profile photo

Usability

12mass8.2
Based on 2 answers
It's easy to use, after a while you'll get used to it and find it easy to navigate
No photo available
Sprinklr8.0
Based on 6 answers
Consistency, easy UI, clearly defined areas (menus)
Sonja Broze profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Sprinklr9.1
Based on 5 answers
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.
Paul Matson profile photo

Performance

No score
No answers yet
No answers on this topic
Sprinklr8.2
Based on 4 answers
An occasional lag here and there, but to be honest I don't know if it's them or the connection
Sonja Broze profile photo

Support

12mass8.2
Based on 2 answers
Maybe its a small company and they don't have too many customers, but they always reply quickly and to the point. This saves me time and allows me to make money for my company :)
No photo available
Sprinklr9.0
Based on 6 answers
Good support overall.
No photo available

In-Person Training

No score
No answers yet
No answers on this topic
Sprinklr7.0
Based on 2 answers
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.
No photo available

Online Training

No score
No answers yet
No answers on this topic
Sprinklr8.4
Based on 3 answers
Very personal attention
No photo available

Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
No photo available
Sprinklr9.0
Based on 5 answers
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
No photo available

Alternatives Considered

Hootsuite is great in managing multiple platforms but it's not exactly a conversation tool. I would say Hootsuite for management, 12mass for engagement.
No photo available
We also used Datorama for reporting and Sprinklr required less of a manual upload than Datorama. Datorama's API is not as robust as Sprinklr's hence why most in the social marketing side still chose to use Sprinklr over Datorama. The reporting functionality in Sprinklr was more automated than it was in Datorama.
Christina Chen profile photo

Scalability

No score
No answers yet
No answers on this topic
Sprinklr8.2
Based on 1 answer
Always start simple with Sprinklr, e.g. one client. You can easily grow over time adding products/units/regions, etc
Sonja Broze profile photo

Return on Investment

  • Better customer service and more interactions on twitter for sure! I've seen a huge jump in the interactions since I started using the product. Also, I've established a lot of connections with influencers by asking meaningful questions.
  • It definitely saves time, I don't think you can ever engage with that many people manually.
  • More people are trying our products as we find a fit between their needs and our offerings through engaging with them on Twitter.
No photo available
  • It’s made it significantly easier to track visits through each platform.
  • The multiple data trackers have allowed us to track popular posts, which allows us to follow that particular direction and increase the volume of sales.
  • It has given us the opportunity to reach out to new customers by listening to feedback.
Melinda Saternis profile photo

Screenshots

Pricing Details

12mass

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details

12mass More Information

Sprinklr

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
Pricing is configurable based on enterprise needs.

Sprinklr More Information