Google Gemini vs. Sprinklr Service

Gemini is well suited to help in customer service, to create summaries of emails sent by customers, generating possible responses to them, rephrasing communications, help create and then correct SQL queries, interpreting responses, it's not so good if you need to help with a sensitive topic due to it taking personally identifying information

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

• Deep research for getting first business research draft from Gemini, post which i use series of prompts to improve it and use my understanding to refine it further
• Canvas to produce structured business topic research and newsletter. Direct edits to the sections and making client ready reports
• Learning mode to get help on step by step automation of AI workflows

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

• Currently the document database caps out at 10, requiring us to condense some of our policies
• It's large context window is a blessing and a curse. Sometimes it stops generating half way through a very ambitious request as it delivers page after page of content
• There is no way to share Gems currently, so we have to publish guides to our employees on how to best configure them

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

Google Gemini Web UI provided an intuitive user experience with a collapsible side menu and a recent chat feature. It has a nice, clean design and easy-to-use "Ask Gemini" chat control with an integrated Tool menu that provides quick access to Deep Research and Create images options. One can also search for chats quickly and efficiently.

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.

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 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.

Hootsuite's OwlyGPT is great for social listening data, but Gemini is far ahead in terms of caption writing and other writing needs. Even for content creation ideas, I'd rather take the social listening insights then feed that to Gemini. ChatGPT I truly have never been a fan of. Gemini's interface has always intrigued me more and I find it to have great functionality. Lastly, I included Perplexity - just to note another tool I've used. Perplexity is great for deep research, but outside of this I would always go with Gemini.

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

• Free way to gain another team member
• Helps me be more efficient and overcome blocks in my workflow
• Speeds up my ability to update our website's calendar by easily double if not more
• Allows me to dabble in areas that I have no expertise in such as coding

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