Igloo vs. Sprinklr Service vs. XWiki

Igloo is a well-suited option for teams/companies that want to build an employee intranet with some other interesting features, like file storage and sharing, internal communications, and resource and knowledge management. All of these features may help your workers increase productivity significantly by centralizing everything in one robust and reliable platform. However, it can be less appropriate if costs are a problem for you, due to the pricing. So, if you will not be using several features and just want an intranet for you company, you may want to go with another solution.

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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.

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XWiki is very well suited for a very wide range of web collaboration and web development.

• Notifications: Igloo can push email updates to users.
• Organization: Igloo allows for you to create pages, sub pages, and many layer deep sections. You can also organize the layout of your pages.
• Versioning: it's super easy to reserve and edit documents for offline use. And you can see who last edited a document and when.
• Offline access: there's a desktop version you can use very easily. It's really good for dropping a bunch of files at once.

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• 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.

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• XWiki makes it easy to manage semi-structured information, which is at the heart of every knowledge nexus of organizations. It makes it easy to manage in a single system both structured data (such as memberships, projects), and unstructured data.
• XWiki offers a very rich API for creating enterprise applications quickly that are easy to maintain and evolve collaboratively.
• XWiki templating and skinning system is extremely flexible and powerful.

• Their UI is not used-friendly. Their use of Igloo-specific terminology made it difficult to understand how each function of the site worked. They would repeatedly say, for example, "a ___ is really a ___" vs. just calling it what the function actually is.
• Implementation was a far cry from their sales support. After basically nickel-and-diming you for everything, they - very poorly - cap your use of their implementation support team.
• Overall, Igloo didn't work for our organization because they do multiple things decently vs a few things excellently. The experience with Igloo was unremarkable.

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• 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.

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• While the basic pieces are available for turning XWiki into an advanced semantic system, some features could be made available more prominently to the user for easing the use of faceted and typed links, paving the way for a new era of collaborative knowledge sharing.

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.

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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.

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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.

Easy to use, cost-effective, and benefit in organizational culture development and information sharing across various employees and from higher management. Great customer support and continuous development to make the software better for users. It allows better collaboration with a little bit of fun too and requires less resources to handle.

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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

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XWiki key differentiators in my opinion:

• Fast app development framework with very rich API
• Open-source strategy, opening the way to collaborative innovation

• Helps with employee retention - especially in a virtual environment.
• Costs less than a separate wiki system for storing key information.

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• 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.

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• XWiki has a positive impact on the OW2 communication and collaborations strategies. It saves time when developing applications.