Spiky uses the power of AI to gain insights into how well a meeting is going, identify areas for improvement, and determine the path of improvement. Use Cases: Leverages customer insights to prioritize the needs and reactions of the customers to increase sales performance. Faster training. Utilizes insights and leads sales team to maximum potential with asynchronous sales team training. Intelligent…
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Sprinklr Service
Score7.9 out of 10
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Sprinklr Service is a Contact Center platform for managing customer interactions across more than 30 voice, social, and digital channels. It centralizes conversation history and customer context as interactions move among email, chat, voice, and social channels. The platform includes embedded AI for intent classification, routing, agent assistance, quality review, and self-service automation. Sprinklr Service also supports Conversational AI, Social Media Customer Service,…
Spiky sales coaching powered by AI. The difference between sales coaching and sales training is that coaching is all about improving what is already going on in your sales operations, so the results come faster for two reasons: a) Personalized recommendations to each member of the team based on analysis of their current sales meetings and performance. b) The recommendations and suggestions can be prioritized for implementation based on results. Sales training is about general best practices and skills that need to be acquired and practiced by your team for a certain time before you can see the results. It's more general, less effective, and less immediate. Spiky is sales coaching on steroids.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I don't particularly appreciate that it's only available in English.
We do also operate with customers in South America, where all conversations are carried in Spanish, so presently, we can only enjoy the competitive advantages in half of our sales operations.
This kind of breakthrough technology should be available globally.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
Spiky.ai has a unique approach for layering in sentiment/emotional analysis, which makes it much easier to review calls with the context. For example, sales reps and managers can capture how customers react to demos, new product features, different talk tracks, answers to questions or objections etc. This would be super hard to analyze (and very subjective) and do without Spiky's assistance on calls. There is so much data from video calls that are not captured by traditional tools like Gong and Spiky is adding super powers that help everyone better understand what is working or isn't working.
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
