What users are saying about
52 Ratings
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Score 6.3 out of 100
47 Ratings
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Score 8 out of 100

Likelihood to Recommend

Social Studio

If you're tasked with publishing content to social on behalf of your organization then this tool is certainly worth considering. You have quick and easy capability to schedule across multiple platforms with drag-and-drop simplicity. It ties into Salesforce's real strength of its CRM platform so you can quickly tie social activity and leads to those already in your database. And it does a good job at monitoring and analyzing brand and competitor content across multiple media types.Having said that, if you're into deep-dive and full functionality SaaS tools then this might not be for you as it covers three areas adequately, but not in enough detail or strength to make it a star performer
Jeremy Cowles | TrustRadius Reviewer

Sprinklr Modern Care

Sprinklr Modern Care is great when paired with a chatbot or with larger, more complex teams that have varied skill sets or languages. It is also great for smaller, niche focus teams as it provides the majority of what all organizations will require from routing, to case assignment to governance and reporting
Gregory Hounslow | TrustRadius Reviewer

Feature Rating Comparison

Listening/monitoring

Social Studio
8.0
Sprinklr Modern Care
Boolean keyword searches
Social Studio
7.9
Sprinklr Modern Care
Filtering out noise/spam
Social Studio
7.9
Sprinklr Modern Care
Sentiment analysis
Social Studio
8.1
Sprinklr Modern Care
Broad channel coverage
Social Studio
8.1
Sprinklr Modern Care

Publishing

Social Studio
9.4
Sprinklr Modern Care
Content planning and scheduling
Social Studio
10.0
Sprinklr Modern Care
Audience targeting
Social Studio
9.9
Sprinklr Modern Care
Content optimization
Social Studio
8.0
Sprinklr Modern Care
Workflow management
Social Studio
9.9
Sprinklr Modern Care

Engagement

Social Studio
8.6
Sprinklr Modern Care
Automated routing and prioritization
Social Studio
10.0
Sprinklr Modern Care
Customer interaction histories
Social Studio
8.1
Sprinklr Modern Care
Bulk actions
Social Studio
7.6
Sprinklr Modern Care

Marketing

Social Studio
5.5
Sprinklr Modern Care
Lead generation
Social Studio
5.0
Sprinklr Modern Care
Content marketing
Social Studio
5.0
Sprinklr Modern Care
Paid media management
Social Studio
5.1
Sprinklr Modern Care
Campaigns and promotions
Social Studio
6.9
Sprinklr Modern Care

Channel coverage/integration

Social Studio
7.3
Sprinklr Modern Care
Twitter
Social Studio
8.1
Sprinklr Modern Care
Facebook
Social Studio
8.1
Sprinklr Modern Care
LinkedIn
Social Studio
8.1
Sprinklr Modern Care
Google+
Social Studio
6.8
Sprinklr Modern Care
Instagram
Social Studio
5.2
Sprinklr Modern Care
Pinterest
Social Studio
6.5
Sprinklr Modern Care
YouTube
Social Studio
8.0
Sprinklr Modern Care

Reporting/analytics

Social Studio
9.0
Sprinklr Modern Care
Campaign success analytics
Social Studio
9.9
Sprinklr Modern Care
Real-time tracking
Social Studio
9.8
Sprinklr Modern Care
Competitor analysis
Social Studio
7.2
Sprinklr Modern Care

Account management

Social Studio
9.0
Sprinklr Modern Care
Role-based user permissions & privileges
Social Studio
8.1
Sprinklr Modern Care
Mobile access
Social Studio
10.0
Sprinklr Modern Care

Pros

Social Studio

  • Social Listening - boolean search queries that can be narrowed down by source and language, as well as location, to ensure it's relevant to the brand.
  • Owned Channel Monitoring - pulling owned content/comments into streams for moderation, engagement and review.
  • Publishing - scheduling, drafting, tracking brand owned social posts.
Anonymous | TrustRadius Reviewer

Sprinklr Modern Care

  • Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually.
  • Multiple management seats/levels: Sprinklr Modern Care allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account.
  • Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking.
  • Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks.
Alexandra Gambardella | TrustRadius Reviewer

Cons

Social Studio

  • Some channels not supported yet (Instagram for example) and content from Facebook events is not captured
  • Customisable, and exportable reports still not available in the analyze component of Social Studio - some reporting still needs to be done in Radian6
  • Can't tag people in responses, or tag people/pages in posts for Facebook yet (this means we still schedule some content direct to FB if this is needed)
Nicole Swanson | TrustRadius Reviewer

Sprinklr Modern Care

  • 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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Social Studio

Social Studio 8.5
Based on 3 answers
I spent a lot of time researching the right platform for me and our organisation (thanks to the other reviews on TrustRadius also). Having used other platforms when I found frustrations getting my everyday work done, I knew exactly what I wanted and this is why I chose Social Studio. While there have been a few hiccups, the quarterly update releases and the outstanding tech support have kept me more than happy.
Nicole Swanson | TrustRadius Reviewer

Sprinklr Modern Care

Sprinklr Modern Care 7.5
Based on 7 answers
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.
Daved Artemik | TrustRadius Reviewer

Usability

Social Studio

Social Studio 8.0
Based on 2 answers
It looks good, is easy to use and totally customisable to individual users. It does everything I need in one place. I spend many hours of everyday in this platform and I still like it!
Nicole Swanson | TrustRadius Reviewer

Sprinklr Modern Care

Sprinklr Modern Care 8.0
Based on 3 answers
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.
Steve MacLaughlin | TrustRadius Reviewer

Reliability and Availability

Social Studio

No score
No answers yet
No answers on this topic

Sprinklr Modern Care

Sprinklr Modern Care 9.9
Based on 6 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.
Steve MacLaughlin | TrustRadius Reviewer

Performance

Social Studio

No score
No answers yet
No answers on this topic

Sprinklr Modern Care

Sprinklr Modern Care 9.9
Based on 6 answers
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.
Anonymous | TrustRadius Reviewer

Support Rating

Social Studio

Social Studio 2.0
Based on 2 answers
I am able to contact support directly via email rather than through an account manager. I get a support auto response immediately with a case number. I usually get an initial response from a support person via email within a 24 hour period and then if it's not resolved quickly I get further phone of email support until the matter resolved. I always get an email asking if I am happy with the resolution before the case is closed
Nicole Swanson | TrustRadius Reviewer

Sprinklr Modern Care

Sprinklr Modern Care 7.0
Based on 19 answers
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.
Anonymous | TrustRadius Reviewer

In-Person Training

Social Studio

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.
Anonymous | TrustRadius Reviewer

Implementation Rating

Social Studio

No score
No answers yet
No answers on this topic

Sprinklr Modern Care

Sprinklr Modern Care 9.0
Based on 4 answers
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.
Steve MacLaughlin | TrustRadius Reviewer

Alternatives Considered

Social Studio

We chose to use Social Studio when it was still called Radian6, before the acquisition by Salesforce. The product was really realiable and full of features that, at that time, were suitable for our purposes. At the time there were practically no competitors for size and functionality.
Andrea Casano | TrustRadius Reviewer

Sprinklr Modern Care

Many tools are the same, but the one where I noticed the biggest difference was between Brandwatch and Sprinklr when it comes to social listening. Brand watch has a good and more affordable social listening platform, but it is not as easy to use and requires the client to code keywords versus have user-friendly logic that can be quickly applied to social listening queries.
Anonymous | TrustRadius Reviewer

Return on Investment

Social Studio

  • We were able to benchmark high-level metrics (i.e. Share of Voice) against our competitors YoY.
  • While it was difficult and time-consuming, I was able to create reports using the data pulled in from Social Studio.
  • There were other tools for comparable prices that had more advanced analytics that would have saved time/money had we been using them (Crimson Hexagon).
Jimmy Mack | TrustRadius Reviewer

Sprinklr Modern Care

  • Improved self-support. Many customers are able to find answers to their questions without even posting to our community
  • Excellent peer support. Our customers excel at helping each other. We are lucky to have community members who are experts at our product and many of them are generous with their time and assist newcomers before our community managers are able to!
Laura Thomas | TrustRadius Reviewer

Pricing Details

Social Studio

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

Rating Summary

Likelihood to Recommend

Social Studio
8.1
Sprinklr Modern Care
8.2

Likelihood to Renew

Social Studio
8.5
Sprinklr Modern Care
7.5

Usability

Social Studio
8.0
Sprinklr Modern Care
8.0

Reliability and Availability

Social Studio
Sprinklr Modern Care
9.9

Performance

Social Studio
Sprinklr Modern Care
9.9

Support Rating

Social Studio
2.0
Sprinklr Modern Care
7.0

In-Person Training

Social Studio
Sprinklr Modern Care
10.0

Implementation Rating

Social Studio
Sprinklr Modern Care
9.0

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