Custify vs. PlaybookUX vs. Sprinklr Service

Two big use cases where it's very well suited: onboarding of our clients and churn prevention. It just saves me so much time and helps me recommend more strategic suggestions. At the end of the day I can see my productivity being a lot higher than before having Custify.

When you are trying to get feedback from users it's great to be able to use PlaybookUX because you don't have to do any of the manual work of conducting research. They take care of all of that for you. Great for companies who are short on time and don't want to do the administrative stuff.

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

• 360 degree view of anything that has to do with a single account, including health score history across many elements, all the lifecycles of that account, different usage and adoption trends on multiple users in the same account, and more.
• Getting multiple health scores and trends on one screen.

• Before actual release, it helps in getting trail user's feedback.
• The dashboard to see how user interact with designs is really helpful.
• Automatic usability testing feature is great (But needs little improvisation here).

Incentivized

• Transparency—Sprinklr Modern Care allows us to engage with our customers openly and honestly. Even frustrated or angry customer posts offer an avenue for us to display our business integrity and turn negative experiences into positive ones.
• Moderation—Being able to moderate and organize our community so easily by merging topics into one canonical thread or archiving out of date threads helps to keep our search results relevant and improves the chances that our visitors find the help they need easily.
• Company Visibility—The ability to easily alert any company employee of topics that might be interesting to them helps to improve the overall visibility of our customers. It also makes it easier to spot trends and encourage quick action if many people comment on one topic with the same problem.

Incentivized

• My biggest surprise was that we needed to dedicate more time than I thought at the beginning to learn the software more deeply. The interface is the easiest I've used, but there are just many possibilities this software opened up for us, and we wanted to make sure we're familiar with them.

• Roll up summary of all transcriptions

Incentivized

• 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

The initial use of the product started out as a 90 day test to see if we could engage customers at a higher level using Sprinklr Modern Care. After a year the use of Sprinklr Modern Caren has now been extended to multiple products.

Overall a great tool with very useful features. It's UI seems a bit clunky and there is no full dashboard. Without these it takes a bit of work to find what you need and get an overview of current activity. Also, implementing everything takes a bit of work. I would recommend it to any saas that is serious about scaling and has a customer success dept

Setting up a study only takes 5 mins. and you can preview a study before sending it out so you don't make any mistakes.

It's a very easy program to learn and use. I have trained over 50 people on it over the years, and not once has anyone had trouble using it. It's very user-friendly and covers all the bases that social media moderation requires.

Incentivized

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.

I personally have never used their support but i know our business has had multiple calls with them and they have always been helpful. I would imagine they are helpful as they have always had responses for our questions and have never left us hanging. Highly rate their support team

Incentivized

Very responsive when I had a technical question about a test.

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

Training was efficient and fun. It was all webinars and YouTube videos. These were mostly lunch time sessions. 10

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.

Hubspot is defintiely more robust in what you can do with it, but Custify is great for customer success specific activities. We do use hubspot in line with custify, but we wouldn't be able to use one without the other. Custify can measure some product engagement metrics that hubspot cannot

Incentivized

We are previous UserTesting.com customers but found their subscription model to be inflexible for our needs. PlaybookUX not only fit our budget, but the flexibility has let us scale up and scale down testing as needed.

Incentivized

We previously used Sparkcentral for our social media care. While we were very happy with the team there, the product had not evolved as much as Sprinklr and we found it to be lacking in its ability to handle different languages, route certain types of conversations with higher priority or to certain teams / agents. It also did not have as robust a reporting structure as Sprinklr does

Incentivized

• Connecting all these data points has been a game-changer. We're seeing higher conversions both from free trials and from starter plans to premium plans. We're now developing an upsell offering for our most premium plan and figuring out how to integrate it into Custify. We're ambitious and want to see what's possible to pull off.

• Test questions are easy to understand.
• Test types are easy to follow.
• Software needed is easy to download and use.

• 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