Alida CXM vs. Sprinklr Service

From my experience, I believe that Vision Critical offers the best software to manage an insights community. They are great to work with, and my opinion has only improved over time. However, that doesn't mean it is the best survey software overall. If someone simply needs to program and distribute surveys, this may or may not be the right solution. There are some other really great survey tools on the market that are competitively priced and offer very intuitive interfaces (like Qualtrics). If you are going to recruit people to answer surveys or provide feedback on an ongoing basis (re-contacting and engaging with the same people repeatedly), though, Vision Critical would be my #1 recommendation.

Sprinklr Service has always been well-suited for all of the work we do. As it's all social media content, and most require responses or escalations, Sprinklr Service covers all of that. The only time I think we wouldn't need it is if we were working with a much smaller client who didn't need us to have eyes on so many platforms at once.

Incentivized

• The team is helpful in creating complicated survey logic
• The team is accommodating in creating interfaces that suit our desired look
• The team keeps in regular contact in order to effectively manage our requests and goals

• Automated routing to appropriate teams
• Automated notifications for certain types of content or posts from certain users
• The reporting options are fantastic.
• We've integrated a chatbot seamlessly with Sprinklr modern care so our team members can pick up a conversation if our bot isn't able to provide an answer.

Incentivized

• The functionality when creating a new questionnaire is rather clunky, particularly when there are a few conditional factors in the logical flow; being able to see those factors and how they apply with some sort of other logical layout would really help when creating a longer survey.
• There are quite a few steps that aren't intuitive when launching a survey, for instance all the various dates (launch date, reserve date, survey date, etc etc etc). If there were a description field if you hovered above labeled areas of sections that explained what this field was for that would really help
• It doesn't help either that the entire site is grey; it's a cold environment to be in for a long time, and the simple design makes it seem more clunky than it probably really is.

• I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
• You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
• I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.

Incentivized

Vision Critical often requires you to dump the data to a statistical program. I hate that step. You waste time, and improve the chance of data being lost, or changed.

The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.

Incentivized

I think there is a ton of room to improve, in things as simple as aesthetics and other areas of logical flow when it comes to creating and then launching a survey, as well as providing descriptors for what each field is referencing. For instance, there are like 5 date fields to be filled out, but no button near them that says "this date will determine _________" and I am not about to go back into the training module, which was confusing enough to FIND, let alone work through to find just ONE answer.

I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.

No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.

Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.

Absolutely fantastic support team. Willing to help you online through vast collection of how-to guides and resources, online via chatbox, or over the phone. Even though we were in different time zones, they were always available. Very helpful and knowledgeable

I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.

Incentivized

Our customer support team went through in-person training. I am not unable to rate.

Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.

Vision Critical is more appealing visually but no where near as complex or robust. Vision Critical is also much more expensive though.

First, we had a social studio which was good in terms of functionalities but slow. After that, we had the chance to use Talkwalker & social bakers which were good tools yet not enough compares to Sprinklr

Incentivized

• Our use of Vision Critical's software has allowed us to dramatically increase the amount of research that we do, at a much lower cost. Since there is no incremental cost for each survey we field, we can ask many questions we wouldn't have been able to otherwise.
• Our use of an insights community has also sped up the research process, allowing us to write, program, field and report on a survey within only a few days.
• Because of the two advantages listed above, we have been able to listen closer to our customers' opinions.

• Increased employee efficiency: Having a clear, one-stop "shop" where users can leave feedback, ask questions, and find bug fixes or workarounds has saved me (and other community managers at my company) loads of time that was once spent responding to numerous emails on an individual basis.
• Better customer service: Since everyone in the company is alerted of what's being written on our forum, it's easy to spot a high-priority issue, delegate to the person in charge, resolve it, and respond as soon as possible.

Incentivized