DevRev vs. Sprinklr Service

DevRev is well suited for both multi-team and single-team environments, and teams can realize meaningful value even without having product, engineering, and support all onboarded at the same time. Its strength is clearest when used by customer-facing and delivery-adjacent teams that benefit from shared context and tighter feedback loops. However, DevRev is less appropriate out of the box for teams that sit outside those core functions, as the platform’s terminology and workflows are opinionated toward product, engineering, and support use cases. Without deeper custom object support and greater flexibility in redefining terms and processes, it has been challenging to demonstrate value to those teams and to help them move away from established tools and ways of working.

Incentivized

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

• It provide AI assistance to our agents i.e. features like summarization of chat.
• It provides advanced workload management using ticket routing features.
• It helps in adding dispositions and is very DIY kind of software.
• It helps in providing advanced Analytics of tickets and dashboards.

Incentivized

• 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 onboarding experience could be improved for teams that are not directly implementing DevRev, as they are often introduced to a powerful platform without enough guided context and can feel overwhelmed early on.
• Creating and managing objects, dashboards, and other configurations would benefit from more robust desktop-based creation tools, as current workflows can feel constrained or unintuitive at scale. Use industry standard language and report building.
• While regressions are rarely critical, the frequency of small UI issues, such as broken date selectors or text visibility problems caused by theming, creates unnecessary friction and frustration for users.

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 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

DevRev provides strong support through a dedicated key account manager and tech team, making the experience seamless. There might be hurdles, but they get resolved with team support. The tool is also very easy to use, with the user able to customize and use various features as needed.

Incentivized

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.

I'm not aware of DevRev not being available in our two years using the product. The software and support team is available around the clock.

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.

I have no functionality, reliability, or speed concerns with DevRev. In the past, we raised a few latency issues that were fixed within days by the engineering team. The DevRev team were incredibly thankful for these being raised.

Incentivized

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 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.

While Freshdesk and Kapture are great tools, they lack advanced features such as agent assist and AI summarisation. Dedicated support at these companies also becomes an issue, as no dedicated team is allotted due to frequent changes. Also, these tools are not DIY kind and require external help for use and excellence.

Incentivized

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

DevRev is incredibly flexible - while we started with a support and product move to the tool - Engineering, Finance, People, and our Account Management team quickly followed. The best part about these teams being in DevRev is tying everything back to the customer and being able to build intuitive, flexible workflows for any need.

Incentivized

• It helped in reduction of agent count by 5 resulting in 20% cost savings.
• It reduced our average customer ticket resolution time by 50%.
• It helped improved our net promoter score by 5 bps.

Incentivized

• 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