6 Ratings
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Top Rated
129 Ratings
6 Ratings
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Score 1 out of 101

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

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Top Rated
129 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.7 out of 101

Likelihood to Recommend

12mass

The only problem with 12mass may be that it might come accross as spam. Personally, for every 100+ sincere responses that I get, I'm hit by 1 or 2 responses that ask me to stop spamming.The beauty is that if you're paying attention to your dashboard, you see when these things happen, and you can reply yourself to assure the customer that there is a real live human typing out the characters they are reading. I would advise that the person given the 12mass account to handle should be someone who can exercise caution. It is a great tool to leverage on, provided you put thought and effort into your 'canned' responses that are actually useful instead of just blatant advertising/spamming. The latter would not be optimal for you.
No photo available

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr is a great platform to manage your social media presence, especially when you get to a point when you have a multitude of different channels and teams working together. It will allow you to oversee all scheduled posts, engagements, incoming messages, etc. It also provides more in-depth features like the ability to dissect your community. Reporting for social is good too, even though it could benefit from further customization.
I would not use Sprinklr is you only have a handful of channels (free tools would do the trick for this) or for social listening alone.
Romain Vezirian profile photo

Feature Rating Comparison

Listening/monitoring

12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.3
Boolean keyword searches
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.6
Filtering out noise/spam
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.0
Sentiment analysis
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
6.5
Broad channel coverage
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.1

Publishing

12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.7
Content planning and scheduling
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.3
Audience targeting
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.2
Content optimization
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.8
Workflow management
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.6

Engagement

12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.1
Automated routing and prioritization
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.0
Customer interaction histories
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.2
Bulk actions
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.3

Marketing

12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.8
Lead generation
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.0
Content marketing
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.4
Paid media management
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.4
Campaigns and promotions
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.3

Channel coverage/integration

12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.1
Twitter
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
9.2
Facebook
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.4
LinkedIn
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.3
Google+
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.8
Instagram
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.6
Pinterest
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.0
YouTube
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.3

Reporting/analytics

12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.4
Campaign success analytics
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
9.0
Real-time tracking
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.0
Competitor analysis
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.2

Account management

12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.6
Role-based user permissions & privileges
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.2
Mobile access
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.1

Pros

12mass

  • Targets only those users who have a demonstrated/mentioned interest in the solution you are offering
  • Easily allows you to personalise your responses, and provides stats to allow you to track which ones are more popular (higher conversion rates). That way, you quickly know which responses are hitting home; which ones the people care about.
  • The UI is intuitive. In the past 6 months, I've seen the changes made to the layout, and the learning curve is less daunting now.
  • Free 30 day trial. They don't mess around. Try it; if it works, great. If not, ah well.
  • It allows an SME like ours to take on bigger companies with bigger budgets.
No photo available

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

  • All basic functions are very user friendly. Onboarding time is minimal. If I give access to someone (even if they are not social savvy), I am confident they will still be able to use the platform.
  • The ability to build custom dashboards is a huge time saver. For instance, you can create a dashboard to look at all your social media inboxes (Facebook, Twitter, Instagram...) all on one screen.
  • The audience profile function is interesting - it allows you to capture unified consumer data, interests, interactions across all your social channels. This is a useful feature for us when looking for influencers or super fans.
Romain Vezirian profile photo

Cons

12mass

  • Still a bit of lag, but that's compared to super slick interfaces that we usually use like Google LinkedIn and Facebook. I hope they go big soon and can throw more money into their servers so we have a better experience! With the service they provide, I'm usually willing to wait a few extra seconds to reach many extra people.
  • I would prefer the 'Delete' button to be bigger so its easier to quickly remove the unwanted stuff.
  • Maybe different colored backgrounds for their responses? Right now the layout is all in shades of blue and white. While its still easy to navigate, it might be better to have more colors so certain parts stand out more.
No photo available

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

  • Tool is difficult to adopt by users non-endemic to social media (the PHD of social software)
  • Not a lot of automated or "lite" features for easy enablement
  • Enablement involves heavy time commitment and comprehension by internal team
No photo available

Likelihood to Renew

12mass

12mass 8.2
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

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 8.5
Based on 28 answers
As I was working on behalf of a large enterprise, the Sprinklr team was very responsive and I was pleased with their customer service and ability to work on feature suggestions at a fast pace. This may or may not be the case when you work for a smaller company. So my experience is based on that fact primarily. The learning curve being a little higher than average, if you deploy Sprinklr to your team it would be ideal to use it as your primary management tool for the long run.
Alexandre Teplitxky profile photo

Usability

12mass

12mass 8.2
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

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 8.0
Based on 6 answers
Overall, I really enjoyed Sprinklr. It is a multi-faceted platform although I used it primarily for review management. It's easy-to-use and learn, has great customer service and is a great design. My only complaint would be that if there was a blip in pulling in reviews, we'd have to go back through each review site manually and make sure nothing was unresponded to. This could be cumbersome and time-consuming. Other than that, I really enjoyed using it
Meg Ruggieri profile photo

Reliability and Availability

12mass

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 9.1
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

12mass

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 8.2
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

12mass

12mass 8.2
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

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 6.0
Based on 14 answers
They are very quick to respond and address those areas they can
No photo available

In-Person Training

12mass

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 7.0
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

12mass

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 8.4
Based on 3 answers
Very personal attention
No photo available

Implementation

12mass

12mass 8.2
Based on 1 answer
see the tutorials on you tube. that helps
No photo available

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 9.0
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

12mass

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

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

I have not found another product that is as vigorous to a brand's communication with consumers. It is imperative that brands meet customers where 'they' are, and communicate with them like people, not data. I will continue to use and recommend Sprinklr for it's holistic approach to entire consumer journey
Rebecca Ruck profile photo

Scalability

12mass

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 8.2
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

12mass

  • 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

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

  • Correct product concerns earlier in cycle - drive down expensive repair costs
  • Allows us to provide real time aid to customers in distressed situations
  • Provides the ability to review what is being said for all areas of the business
  • Greatly assists employees effectiveness
No photo available

Screenshots

12mass

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Pricing Details

12mass

General

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

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

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