1 Ratings
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Score 6 out of 101
33 Ratings
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Score 7.6 out of 101

Likelihood to Recommend

Sitecore Experience Platform

Sitecore can be a good solution for a company wanting a premium product and is really looking to leverage the platform for advanced digital marketing capabilities. If a company isn't mature enough to utilize all of what Sitecore has to offer, or is just basically looking for a CMS, there are other options that may be a better value.
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Sprinklr Modern Care

Companies that are not willing to be open with their customers will not thrive with Get Satisfaction as it is meant as a tool to facilitate honest conversations between customers and companies. For example, one company I used Get Satisfaction with had a thriving and engaged community however due to a new partnership that had to remain secret, we put the majority of our focus on a project that could not be announced for close to a year. Because we shifted direction but were unable to explain our reasons to our community, they felt abandoned and angry. If you know that you may not be able to maintain an open and transparent conversation with your customers for whatever reason, Get Satisfaction may not suit your long term needs.
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Pros

Sitecore Experience Platform

  • Sitecore has a decent supply of out of the box components and capabilities that can be fairly easily styled to meet business needs without much customization needed. This often helps speed to market.
  • Sitecore has had the flexibility of offering on-premise hosting or cloud hosting to meet different needs of clients, though recently they have strongly pushed their cloud-based hosting. This is in alignment with the industry and very helpful for organizations that aren't looking to add another product to the portfolio of packages that their internal IT teams need to manage
  • Sitecore has a capable UI for editing content. Though some competition may do better in this regard, Sitecore's editing interface is fully capable.
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Sprinklr Modern Care

  • Transparency—Get Satisfaction allows us to engage with our customers openly and honestly. Even frustrated or angry customer posts offer an avenue for us to display our business integrity and turn negative experiences into positive ones.
  • Moderation—Being able to moderate and organize our community so easily by merging topics into one canonical thread or archiving out of date threads helps to keep our search results relevant and improves the chances that our visitors find the help they need easily.
  • Company Visibility—The ability to easily alert any company employee of topics that might be interesting to them helps to improve the overall visibility of our customers. It also makes it easier to spot trends and encourage quick action if many people comment on one topic with the same problem.
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Cons

Sitecore Experience Platform

  • While the UI is capable, some other products in this space have a much more intuitive editing interface. Sitecore could do better in providing an easy to use editing UI.
  • It would be nice to see a fully managed Sitecore instead of just cloud hosted
  • The price falls more to the premium side of things. Making the value proposition a bit harder to justify
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Sprinklr Modern Care

  • We manage multiple communities as we offer our product in several different languages so a key feature for us was the ability to move topics between communities. This feature was removed for an extended period after a release which had a big impact on our ease of use. While their support team was willing to move topics for us using their back-end, it meant posting to their forum and waiting on their action each time we needed to do this. It was a frustrating experience but was ultimately resolved to our satisfaction when the feature was re-enabled.
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Likelihood to Renew

Sitecore Experience Platform

No score
No answers yet
No answers on this topic

Sprinklr Modern Care

Sprinklr Modern Care 7.8
Based on 7 answers
The biggest reason we renewed, and kept up with GetSatisfaction 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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Usability

Sitecore Experience Platform

No score
No answers yet
No answers on this topic

Sprinklr Modern Care

Sprinklr Modern Care 7.8
Based on 3 answers
The ease of finding content, posting, responding, and sharing are best in class.

As stated earlier, the identity log-in system could use a bit of work.

The software seems to work fine on mobile devices too.
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Reliability and Availability

Sitecore Experience Platform

No score
No answers yet
No answers on this topic

Sprinklr Modern Care

Sprinklr Modern Care 9.9
Based on 3 answers
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.
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Performance

Sitecore Experience Platform

No score
No answers yet
No answers on this topic

Sprinklr Modern Care

Sprinklr Modern Care 9.9
Based on 3 answers
Again, no issues.
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Support

Sitecore Experience Platform

No score
No answers yet
No answers on this topic

Sprinklr Modern Care

Sprinklr Modern Care 7.0
Based on 10 answers
It's primarily self-service support which makes sense for a community support product. One challenge is the degree to which questions are responded to on the website.
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In-Person Training

Sitecore Experience Platform

No score
No answers yet
No answers on this topic

Sprinklr Modern Care

Sprinklr Modern Care 10.0
Based on 1 answer
Our customer support team went through in-person training. I am not unable to rate.
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Implementation

Sitecore Experience Platform

No score
No answers yet
No answers on this topic

Sprinklr Modern Care

Sprinklr Modern Care 9.0
Based on 2 answers
It seemed to all go smoothly. Everything was on schedule.
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Alternatives Considered

Sitecore Experience Platform

All of these platforms have their pros and cons. Selecting the best fit is a matter aligning corporate need vs features provided. Have a .NET shop with an advanced marketing team looking to push UX forward and willing to pay a premium, then Sitecore may be the right fit. Have an organization centered around Java and only looking for basic CMS capabilities or looking for a budget-friendly option, then there may be better options beyond Sitecore.
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Sprinklr Modern Care

No experience with other tools.
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Return on Investment

Sitecore Experience Platform

  • For mature marketing organizations, the analytics that Sitecore allows you to capture have been valuable in pushing forward marketing objectives and giving insight into how to tailor content for the best UX
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Sprinklr Modern Care

  • Increased customer engagement which leads to better Net Promoter Scores
  • Increased customer retention through greater visibility into product improvements and responsiveness to customer needs
  • Reduced customer support cases for common questions or requests for information that can now be found in the online community
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Pricing Details

Sitecore Experience Platform

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Sprinklr Modern Care

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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