Kustomer vs. Sprinklr Social

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Kustomer
Score 7.9 out of 10
N/A
Kustomer is a CRM built on customer service intended to be a one stop shop for support across several platforms, including online chat, phone, email and social media. By using AI automation for self service options and matching customers with agents based on their needs, Kustomer aims to make resolution faster and easier for everyone.
$89
per month per user
Sprinklr Social
Score 8.1 out of 10
N/A
Sprinklr Social helps users listen to, triage, engage and analyze conversations across modern channels. It helps mid-large organizations to convert social into a revenue driver and reduce churn by proactively engaging more customers. Sprinklr enables teams across departments and regions collaborate for content creation, publishing, customer engagement, research and reporting while maintaining enterprise level governance to prevent any brand crisis. Sprinklr Social offers following…N/A
Pricing
KustomerSprinklr Social
Editions & Modules
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
No answers on this topic
Offerings
Pricing Offerings
KustomerSprinklr Social
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsAll plans require an annual subscription and 8 users minimum.
More Pricing Information
Features
KustomerSprinklr Social
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Kustomer
8.8
16 Ratings
8% above category average
Sprinklr Social
-
Ratings
Organize and prioritize service tickets8.615 Ratings00 Ratings
Expert directory8.314 Ratings00 Ratings
Subscription-based notifications8.513 Ratings00 Ratings
ITSM collaboration and documentation8.013 Ratings00 Ratings
Ticket creation and submission9.816 Ratings00 Ratings
Ticket response9.816 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Kustomer
7.7
12 Ratings
4% below category average
Sprinklr Social
-
Ratings
External knowledge base7.512 Ratings00 Ratings
Internal knowledge base7.812 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Kustomer
9.2
16 Ratings
13% above category average
Sprinklr Social
-
Ratings
Customer portal8.611 Ratings00 Ratings
IVR8.310 Ratings00 Ratings
Social integration9.613 Ratings00 Ratings
Email support9.816 Ratings00 Ratings
Help Desk CRM integration9.811 Ratings00 Ratings
Listening/monitoring
Comparison of Listening/monitoring features of Product A and Product B
Kustomer
-
Ratings
Sprinklr Social
7.8
50 Ratings
0% above category average
Boolean keyword searches00 Ratings8.043 Ratings
Filtering out noise/spam00 Ratings7.646 Ratings
Sentiment analysis00 Ratings7.347 Ratings
Broad channel coverage00 Ratings8.246 Ratings
Publishing
Comparison of Publishing features of Product A and Product B
Kustomer
-
Ratings
Sprinklr Social
8.2
51 Ratings
2% above category average
Content planning and scheduling00 Ratings8.448 Ratings
Audience targeting00 Ratings7.843 Ratings
Content optimization00 Ratings8.141 Ratings
Workflow management00 Ratings8.545 Ratings
Engagement
Comparison of Engagement features of Product A and Product B
Kustomer
-
Ratings
Sprinklr Social
8.0
49 Ratings
3% below category average
Automated routing and prioritization00 Ratings8.143 Ratings
Customer interaction histories00 Ratings8.048 Ratings
Bulk actions00 Ratings8.045 Ratings
Marketing
Comparison of Marketing features of Product A and Product B
Kustomer
-
Ratings
Sprinklr Social
8.3
43 Ratings
6% above category average
Lead generation00 Ratings7.830 Ratings
Content marketing00 Ratings8.236 Ratings
Paid media management00 Ratings8.531 Ratings
Campaigns and promotions00 Ratings8.737 Ratings
Channel coverage/integration
Comparison of Channel coverage/integration features of Product A and Product B
Kustomer
-
Ratings
Sprinklr Social
8.8
53 Ratings
5% above category average
Twitter00 Ratings8.951 Ratings
Facebook00 Ratings8.651 Ratings
LinkedIn00 Ratings8.738 Ratings
Google+00 Ratings8.926 Ratings
Instagram00 Ratings8.850 Ratings
Pinterest00 Ratings9.127 Ratings
YouTube00 Ratings9.036 Ratings
Reporting/analytics
Comparison of Reporting/analytics features of Product A and Product B
Kustomer
-
Ratings
Sprinklr Social
8.2
52 Ratings
4% above category average
Campaign success analytics00 Ratings8.449 Ratings
Real-time tracking00 Ratings8.151 Ratings
Competitor analysis00 Ratings8.035 Ratings
Account management
Comparison of Account management features of Product A and Product B
Kustomer
-
Ratings
Sprinklr Social
8.1
50 Ratings
0% below category average
Role-based user permissions & privileges00 Ratings8.249 Ratings
Mobile access00 Ratings8.043 Ratings
Best Alternatives
KustomerSprinklr Social
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Conte.ai
Conte.ai
Score 9.6 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
monday marketer
monday marketer
Score 9.1 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 9.4 out of 10
Social Suite by Reputation.com
Social Suite by Reputation.com
Score 7.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
KustomerSprinklr Social
Likelihood to Recommend
9.0
(37 ratings)
8.3
(78 ratings)
Likelihood to Renew
7.9
(2 ratings)
7.0
(29 ratings)
Usability
9.9
(3 ratings)
8.0
(6 ratings)
Availability
9.1
(2 ratings)
9.1
(10 ratings)
Performance
6.4
(2 ratings)
8.2
(8 ratings)
Support Rating
10.0
(11 ratings)
9.1
(51 ratings)
In-Person Training
7.6
(2 ratings)
7.0
(2 ratings)
Online Training
8.3
(2 ratings)
8.4
(3 ratings)
Implementation Rating
7.9
(2 ratings)
9.0
(10 ratings)
Configurability
7.9
(4 ratings)
-
(0 ratings)
Ease of integration
7.2
(4 ratings)
-
(0 ratings)
Product Scalability
9.1
(1 ratings)
8.2
(1 ratings)
Vendor post-sale
8.7
(4 ratings)
-
(0 ratings)
Vendor pre-sale
9.1
(4 ratings)
-
(0 ratings)
User Testimonials
KustomerSprinklr Social
Likelihood to Recommend
Meta Platforms Inc
It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.
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
Meta Platforms Inc
  • All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
  • The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
  • We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
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
Meta Platforms Inc
  • Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help.
  • Different teams could have differently colored notes.
  • The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on.
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
Likelihood to Renew
Meta Platforms Inc
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
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
Meta Platforms Inc
I give this rating based on my experience daily using this CRM, handling multiple communications at my current job, using its features, and learning how Kustomer can make my job easier every day.
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
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Reliability and Availability
Meta Platforms Inc
I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
Read full review
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
Meta Platforms Inc
Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.
Read full review
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
Meta Platforms Inc
I think that it has been good. I am not the primary one in contact with Kustomer support. I know that we have experienced technical issues at different points, which has been frustrating, but in my experience, each problem has been quickly resolved. Working in a fast-paced environment, even fairly minor outages have a big impact, and this has happened to us a few times since using Kustomer.
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.
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In-Person Training
Meta Platforms Inc
Because they are very hands-on in training us and very approachable
Read full review
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.
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Online Training
Meta Platforms Inc
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
Read full review
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
Meta Platforms Inc
Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
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
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Alternatives Considered
Meta Platforms Inc
Apps like Intercom, Zendesk, and Gorgios all treat customer inquiries as tickets, just tracking that one issue or interaction with a customer. Kustomer treats each customer as an individual, which allows us to provide top-notch customer service. Customers love that we're able to be more conversational and informal, while still solving their issues quickly. It also helps us build relationships with customers and increases repeat orders.
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.
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Scalability
Meta Platforms Inc
Because customer is flexible and scalable
Read full review
Sprinklr
Always start simple with Sprinklr, e.g. one client. You can easily grow over time adding products/units/regions, etc
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Return on Investment
Meta Platforms Inc
  • We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
  • Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.
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.
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ScreenShots

Kustomer Screenshots

Screenshot of Example of a customer profile within Kustomer.Screenshot of Example of how Kustomer’s automated chats can save agents time by handling less complex requests automatically.