6 Ratings
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Top Rated
136 Ratings
6 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 1 out of 101

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
136 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.6 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)

We have used Sprinklr as a publishing tool for years, and it has really grown into an all-in-one resource. Listening is a fantastic resource to use within Sprinklr, and their reporting can be customized and automated to fit your every need. Not every module is needed for every company, as it can become quite pricey when you're adding up every single module into a total package.
No photo available

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)
7.7
Filtering out noise/spam
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.3
Sentiment analysis
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
6.2
Broad channel coverage
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.1

Publishing

12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.4
Content planning and scheduling
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.5
Audience targeting
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
6.9
Content optimization
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.0
Workflow management
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.2

Engagement

12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.6
Automated routing and prioritization
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.7
Customer interaction histories
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.6
Bulk actions
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.6

Marketing

12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.3
Lead generation
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.0
Content marketing
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.2
Paid media management
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
6.6
Campaigns and promotions
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.4

Channel coverage/integration

12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.0
Twitter
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.9
Facebook
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.6
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)
7.2
Pinterest
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.1
YouTube
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.0

Reporting/analytics

12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.5
Campaign success analytics
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
9.0
Real-time tracking
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.2
Competitor analysis
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.3

Account management

12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.2
Role-based user permissions & privileges
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.7
Mobile access
12mass
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
6.6

Pros

12mass

  • 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

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

  • Should add a Facebook private messages option.
  • If my brand wasn't mentioned so much I don't think I would need to use it.
  • Sometimes the site is slow.
No photo available

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

  • Horrible customer support. Support teams are uneducated, do not look into cases before calls and frequently close open cases before they are resolved.
  • Difficult to set up. Because this platform is so detailed, they are many intricacies. It takes a long time to make it useful. One mistake could give you incorrect data or really mess up the system.
  • Complicated when used in varying organizations within a company as changes affect everyone.
No photo available

Likelihood to Renew

12mass

12mass 8.2
Based on 3 answers
In addition to what I've said, maybe its personal, but I don't waste time on a new product if I find something that works. If I hear of anything better (maybe on TrustRadius!) then we'll see. But for now, if it ain't broke don't fix it. My efforts could be much better used elsewhere.
No photo available

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 8.5
Based on 28 answers
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 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
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.
No photo available

Support

12mass

12mass 8.2
Based on 2 answers
helped me every time
No photo available

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 5.8
Based on 18 answers
99% of the time our team receives solid, timely support from the Sprinklr Support Team. As with anyone, the more info/screenshots you can provide, the better they can help you. They are always quick to respond, professional and do a great job of communicating the status and reaching out if they need more info.
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
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.
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

We selected 12mass because they responsed to our queries readily, and understood our concerns. The CEO (Agmon) doesn't waste time or effort, and got down to the brass tacks during our discussions. Even today, if there is an issue, the team is quick and reliable in responding
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)

  • Sprinklr has made it easier and simpler for my team to submit content to our clients for approval, but the complications come in afterward because of the way the tool is set up in "streams" that only shows for certain users and navigating within the tool can be difficult.
  • We do not use Sprinklr's services for customer service or moderation but another tool so this is sort of a wasted expense in that realm.
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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