29 Ratings
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Score 7.5 out of 100
155 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Listening/monitoring

    Critical Mention

    Feature Set Not Supported
    N/A
    8.1

    Sprinklr Social Engagement & Sales

    81%
    Sprinklr Social Engagement & Sales ranks higher in 4/4 features

    Boolean keyword searches

    N/A
    0 Ratings
    8.0
    80%
    42 Ratings

    Filtering out noise/spam

    N/A
    0 Ratings
    7.9
    79%
    45 Ratings

    Sentiment analysis

    N/A
    0 Ratings
    7.3
    73%
    46 Ratings

    Broad channel coverage

    N/A
    0 Ratings
    9.2
    92%
    45 Ratings

    Publishing

    Critical Mention

    Feature Set Not Supported
    N/A
    8.1

    Sprinklr Social Engagement & Sales

    81%
    Sprinklr Social Engagement & Sales ranks higher in 4/4 features

    Content planning and scheduling

    N/A
    0 Ratings
    8.3
    83%
    47 Ratings

    Audience targeting

    N/A
    0 Ratings
    7.6
    76%
    42 Ratings

    Content optimization

    N/A
    0 Ratings
    8.0
    80%
    40 Ratings

    Workflow management

    N/A
    0 Ratings
    8.5
    85%
    44 Ratings

    Engagement

    Critical Mention

    Feature Set Not Supported
    N/A
    8.3

    Sprinklr Social Engagement & Sales

    83%
    Sprinklr Social Engagement & Sales ranks higher in 3/3 features

    Automated routing and prioritization

    N/A
    0 Ratings
    8.6
    86%
    42 Ratings

    Customer interaction histories

    N/A
    0 Ratings
    7.9
    79%
    47 Ratings

    Bulk actions

    N/A
    0 Ratings
    8.3
    83%
    44 Ratings

    Marketing

    Critical Mention

    Feature Set Not Supported
    N/A
    8.8

    Sprinklr Social Engagement & Sales

    88%
    Sprinklr Social Engagement & Sales ranks higher in 4/4 features

    Lead generation

    N/A
    0 Ratings
    8.3
    83%
    29 Ratings

    Content marketing

    N/A
    0 Ratings
    9.1
    91%
    35 Ratings

    Paid media management

    N/A
    0 Ratings
    8.9
    89%
    30 Ratings

    Campaigns and promotions

    N/A
    0 Ratings
    8.9
    89%
    36 Ratings

    Channel coverage/integration

    Critical Mention

    Feature Set Not Supported
    N/A
    9.3

    Sprinklr Social Engagement & Sales

    93%
    Sprinklr Social Engagement & Sales ranks higher in 7/7 features

    Twitter

    N/A
    0 Ratings
    9.0
    90%
    50 Ratings

    Facebook

    N/A
    0 Ratings
    9.1
    91%
    50 Ratings

    LinkedIn

    N/A
    0 Ratings
    9.4
    94%
    37 Ratings

    Google+

    N/A
    0 Ratings
    9.3
    93%
    25 Ratings

    Instagram

    N/A
    0 Ratings
    9.2
    92%
    49 Ratings

    Pinterest

    N/A
    0 Ratings
    9.5
    95%
    26 Ratings

    YouTube

    N/A
    0 Ratings
    9.2
    92%
    35 Ratings

    Reporting/analytics

    Critical Mention

    Feature Set Not Supported
    N/A
    8.4

    Sprinklr Social Engagement & Sales

    84%
    Sprinklr Social Engagement & Sales ranks higher in 3/3 features

    Campaign success analytics

    N/A
    0 Ratings
    8.7
    87%
    48 Ratings

    Real-time tracking

    N/A
    0 Ratings
    8.3
    83%
    50 Ratings

    Competitor analysis

    N/A
    0 Ratings
    8.1
    81%
    34 Ratings

    Account management

    Critical Mention

    Feature Set Not Supported
    N/A
    8.4

    Sprinklr Social Engagement & Sales

    84%
    Sprinklr Social Engagement & Sales ranks higher in 2/2 features

    Role-based user permissions & privileges

    N/A
    0 Ratings
    8.5
    85%
    48 Ratings

    Mobile access

    N/A
    0 Ratings
    8.3
    83%
    42 Ratings

    Attribute Ratings

    • Critical Mention is rated higher in 4 areas: Likelihood to Renew, Usability, Support Rating, Implementation Rating
    • Sprinklr Social Engagement & Sales is rated higher in 2 areas: Likelihood to Recommend, Availability

    Likelihood to Recommend

    7.3

    Critical Mention

    73%
    21 Ratings
    8.7

    Sprinklr Social Engagement & Sales

    87%
    77 Ratings

    Likelihood to Renew

    10.0

    Critical Mention

    100%
    7 Ratings
    8.5

    Sprinklr Social Engagement & Sales

    85%
    28 Ratings

    Usability

    9.0

    Critical Mention

    90%
    2 Ratings
    8.0

    Sprinklr Social Engagement & Sales

    80%
    6 Ratings

    Availability

    8.0

    Critical Mention

    80%
    2 Ratings
    9.1

    Sprinklr Social Engagement & Sales

    91%
    10 Ratings

    Performance

    Critical Mention

    N/A
    0 Ratings
    8.2

    Sprinklr Social Engagement & Sales

    82%
    8 Ratings

    Support Rating

    10.0

    Critical Mention

    100%
    2 Ratings
    9.0

    Sprinklr Social Engagement & Sales

    90%
    51 Ratings

    In-Person Training

    Critical Mention

    N/A
    0 Ratings
    7.0

    Sprinklr Social Engagement & Sales

    70%
    2 Ratings

    Online Training

    Critical Mention

    N/A
    0 Ratings
    8.4

    Sprinklr Social Engagement & Sales

    84%
    3 Ratings

    Implementation Rating

    10.0

    Critical Mention

    100%
    2 Ratings
    9.0

    Sprinklr Social Engagement & Sales

    90%
    10 Ratings

    Product Scalability

    Critical Mention

    N/A
    0 Ratings
    8.2

    Sprinklr Social Engagement & Sales

    82%
    1 Rating

    Likelihood to Recommend

    Critical Mention

    Critical Mention is great for schools/businesses/etc. that want to know when they are in the news. Sometimes a brand's reputation can suffer greatly if you are not aware of an issue that was posted by a competitor or media outlet If you are not in the news a lot, there is no need for this product.
    Read full review

    Sprinklr

    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

    Critical Mention

    • Critical Mention's customer service is excellent. Any time we've had a challenge finding a clip or anything, they are on top of it and go above and beyond to make sure we have what we are looking for quickly.
    • The ability to create tailored clips of each mention and quickly share them is unparalleled.
    • The reporting feature is fantastic. It makes it very simple to pull detailed reports and share them with interested parties.
    Read full review

    Sprinklr

    • 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

    Critical Mention

    • I believe the one frustration I have with searching in general that if the closed captioning is not correct on the broadcast end Critical Mention will miss that data. Which is not a Critical Mention issue and does overcome depending on the search. Also, it would be great if you wanted to capture a complete 30 minutes newscast, it could be done by using the search. The clips need to be about to handle 30-minute programs.
    • One nagging issue when using Critical Mention is that it does not save e-mail addresses when sending a report and this requires a waste of time having to type in e-mails that should be able to be pulled from the customers' contacts.
    • Also, it would be great if you wanted to capture a complete 30 minutes newscast, it could be done by using the search. The clips need to be able to handle 30-minute programs.
    Read full review

    Sprinklr

    • 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

    Pricing Details

    Critical Mention

    Starting Price

    Editions & Modules

    Critical Mention editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      Additional Details

      Sprinklr Social Engagement & Sales

      Starting Price

      Editions & Modules

      Sprinklr Social Engagement & Sales editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Pricing Info

        Likelihood to Renew

        Critical Mention

        I gave this a 5 only because I do not make the decisions to renew. When I used this at my previous company, I also recommended to the decision maker to renew this tool as it was a crucial piece to the overall client objective
        Read full review

        Sprinklr

        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
        Read full review

        Usability

        Critical Mention

        It's great for quickly looking up a specific clip, but this platform makes it difficult to select and accurately report on a high volume of clips
        Read full review

        Sprinklr

        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
        Read full review

        Reliability and Availability

        Critical Mention

        No answers on this topic

        Sprinklr

        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

        Critical Mention

        No answers on this topic

        Sprinklr

        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

        Critical Mention

        Look, Critical Mention follows up on an or phone call immediately or in the AM the following business day. I have called them after hours and get a live person to work through any issues that may have come up. Support seems to be job one with Critical Mention.
        Read full review

        Sprinklr

        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

        Critical Mention

        No answers on this topic

        Sprinklr

        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

        Critical Mention

        No answers on this topic

        Sprinklr

        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

        Critical Mention

        Critical Mention implementation was easy and fast. Their support and training were awesome.
        Read full review

        Sprinklr

        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

        Critical Mention

        Burrelles is confusing and outdated. Critical Mention works on the side of the account team and understands our needs better. I was able to share hundreds of outlets that I wanted to be included in my online search and Critical Mention added all of them in less than a day I was seeing better results in my searches. The possibilities with Burrelles seem limited while Critical Mention's online monitoring service really lets me craft reports the way I want to
        Read full review

        Sprinklr

        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

        Critical Mention

        No answers on this topic

        Sprinklr

        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

        Critical Mention

        • Every week the department I am a part does dozens of searches on Critical Mention. We use it as our primary search engine for all things broadcast.
        • One negative aspect is that we do not know where Critical Mention gets their audience viewing numbers from so we just have to take it as their word.
        • Another negative aspect is that we are limited on the amount of time that one clip can be so we have to share several clips of the same show with our clients.
        Read full review

        Sprinklr

        • 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

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