Delighted by Qualtrics vs. Sprinklr Social

Delighted is best suited for organizations starting off with their Customer Experience journey. Off the bat, you want to start with a platform that's affordable and easy to set up. Once you've gotten the hang of running a Customer Experience program, you can move up to a more advanced platform like Qualtrics. Luckily, Qualtrics acquired Delighted a couple of years back so transitioning should be frictionless.

Incentivized

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.

Incentivized

• Simple and easy to use
• Data exporting is always nice

Incentivized

• 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.

Incentivized

• Having the ability to add in additional questions (more of a survey) would be helpful.
• I wish there was a way to ask questions that would categorize the areas in which we need to improve. ie. "this is related to_____" and then have a drop down with different departments.

Incentivized

• 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

Incentivized

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

We run surveys every single day and have the responses fed directly into our Slack instance. Everyone in the organization (not just CX) can view and resolve any issues customers bring up without needing for them to reach out to our Customer Support team. Truly, Delighted has made the organization more customer centric by delivering the feedback right where everyone is (no PowerPoint presentations required).

Incentivized

The user interface, training via Sprinklr university and detailed articles on almost every topic in the knowledge portal make Sprinklr a complete package. This is also GDPR compliant, helping us stay good with the info security. The layout of the navigation is easy and anyone new to the tool won't be overwhelmed

Incentivized

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.

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.

I have nothing but good things to say about Delighted's Concierge team. They have been quick to respond and have been able to make a lot of our customization requests a reality. They're also very open to product requests and suggestions and have been quick in churning out new features ever so often.

Incentivized

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.

Incentivized

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.

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.

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

I chose Delighted because it offered an affordable price point to get started, yet with plenty of room to grow. We started with 2,500 contacts per month, which is more generous than competitors offer at a similar price. I also saw that Delighted could integrate with Salesforce and Intercom (plus API capabilities), so I knew we wouldn't outgrow Delighted quickly. Since Delighted has been acquired by Qualtrics, I expect that its capabilities will only increase.

Incentivized

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.

Incentivized

Always start simple with Sprinklr, e.g. one client. You can easily grow over time adding products/units/regions, etc

• Our organization is focused on providing outstanding customer service, and we use Delighted to survey our customers and find out how they feel we are doing. We have been able to identify problems and hiccups in our service from customer responses with Delighted, and have been able to correct and improve on those.
• As I mentioned earlier, Delighted is on the expensive side, and we have explored cheaper options. But the ease of use for our customers, and the easy to digest reporting has kept us with Delighted.

Incentivized

• 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.