Sprinklr Service vs. Higher Logic Vanilla

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Sprinklr Service
Score 8.1 out of 10
N/A
Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights. Sprinklr Service – Enables customers to interact with a brand on their preferred channel for a consistent brand experience. Empowers agents with unified/360 customer view and…
$249
per month per seat
Higher Logic Vanilla
Score 6.0 out of 10
N/A
Higher Logic Vanilla is a customizable and themable forum software. It can be used for support communities, Q&A Communities and more. There are numerous integrations, including SSO, and connectors to popular software such as Mailchimp, WordPress, Zendesk and Salesforce.N/A
Pricing
Sprinklr ServiceHigher Logic Vanilla
Editions & Modules
No answers on this topic
Essential
Contact sales team
Corporate
Contact sales team
Enterprise
Contact sales team
Enterprise Plus
Contact sales team
Offerings
Pricing Offerings
Sprinklr ServiceHigher Logic Vanilla
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
Sprinklr ServiceHigher Logic Vanilla
Considered Both Products
Sprinklr Service

No answer on this topic

Higher Logic Vanilla
Chose Higher Logic Vanilla
Most of all we could customize the forum to look and feel like an extension of our existing web properties. This makes the forum feel more native to the users coming from or being redirected to the forum. We also had plans of being able to create custom badges we could grant …
Top Pros
Top Cons
Features
Sprinklr ServiceHigher Logic Vanilla
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Sprinklr Service
8.7
1 Ratings
4% above category average
Higher Logic Vanilla
-
Ratings
Agent dashboard8.01 Ratings00 Ratings
Validate callers8.01 Ratings00 Ratings
Outbound response8.01 Ratings00 Ratings
Call forwarding8.01 Ratings00 Ratings
Click-to-call (CTC)8.01 Ratings00 Ratings
Warm transfer9.01 Ratings00 Ratings
Predictive dialing9.01 Ratings00 Ratings
Interactive voice response10.01 Ratings00 Ratings
REST APIs9.01 Ratings00 Ratings
Call scripts9.01 Ratings00 Ratings
Call tracking9.01 Ratings00 Ratings
Multichannel integration9.01 Ratings00 Ratings
CRM software integration9.01 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Sprinklr Service
9.9
1 Ratings
18% above category average
Higher Logic Vanilla
-
Ratings
Inbound call routing10.01 Ratings00 Ratings
Omnichannel inbound routing10.01 Ratings00 Ratings
Recording10.01 Ratings00 Ratings
Quality management10.01 Ratings00 Ratings
Call analytics10.01 Ratings00 Ratings
Historical reporting10.01 Ratings00 Ratings
Live reporting10.01 Ratings00 Ratings
Customer surveys10.01 Ratings00 Ratings
Customer interaction analytics9.01 Ratings00 Ratings
Best Alternatives
Sprinklr ServiceHigher Logic Vanilla
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
PowerDMS by NEOGOV
PowerDMS by NEOGOV
Score 9.6 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
PowerDMS by NEOGOV
PowerDMS by NEOGOV
Score 9.6 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Discord
Discord
Score 8.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Sprinklr ServiceHigher Logic Vanilla
Likelihood to Recommend
8.5
(25 ratings)
9.0
(10 ratings)
Likelihood to Renew
7.5
(7 ratings)
10.0
(1 ratings)
Usability
8.0
(3 ratings)
9.0
(1 ratings)
Availability
9.9
(3 ratings)
-
(0 ratings)
Performance
9.9
(3 ratings)
-
(0 ratings)
Support Rating
9.1
(10 ratings)
9.0
(1 ratings)
In-Person Training
10.0
(1 ratings)
-
(0 ratings)
Implementation Rating
9.0
(2 ratings)
-
(0 ratings)
User Testimonials
Sprinklr ServiceHigher Logic Vanilla
Likelihood to Recommend
Sprinklr
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
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Higher Logic
For companies that want to customize almost anything and make the forum look like your site, Vanilla Forums is the one for you. Customization and automation of the data via the API with other systems is more than possible and they serve to be great as a hosting provider, dealing with all the upgrades, deployments and maintenance and threat management well. I would say they might be less turn key for a small application but the fact they have an open source community, the ability to find help and information can lower the barrier of entry for most.
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Pros
Sprinklr
  • 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.
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Higher Logic
  • Gamification: The ability to incentivise community members to get involved with ranks and badges is one of the main reasons that we purchased the tool.
  • Support: The Vanilla support team are incredible, often responding to issues very late at night and proactively fixing issues as soon as they occur.
  • Customisation: Vanilla can be completely styled with css allowing us to match it to the branding of the rest of our website.
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Cons
Sprinklr
  • 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.
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Higher Logic
  • There are some features I wish Vanilla would implement that could improve ease of use in our specific community, but some of the ideas we have are not necessarily something that would benefit all of the forums that Vanilla works with.
  • In the past, we've had issues with releases breaking some of our specific site features they built for us, but this has improved drastically recently.
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Likelihood to Renew
Sprinklr
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.
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Higher Logic
No answers on this topic
Usability
Sprinklr
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.
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Higher Logic
It is very intuitive and simple to operate. Our customers immediately came up with the curve and began contributing content.
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Reliability and Availability
Sprinklr
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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Higher Logic
No answers on this topic
Performance
Sprinklr
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.
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Higher Logic
No answers on this topic
Support Rating
Sprinklr
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.
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Higher Logic
They did an amazing job transferring our content from GetSatisfaction. We had almost 100% success in the transfer of 8 years worth of content.
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In-Person Training
Sprinklr
Our customer support team went through in-person training. I am not unable to rate.
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Higher Logic
No answers on this topic
Implementation Rating
Sprinklr
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.
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Higher Logic
No answers on this topic
Alternatives Considered
Sprinklr
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
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Higher Logic
From a footprint standpoint, Vanilla has less technical bloat than vbulletin or InVision, and it outdoes Lithium as far as features and service go. The bloat of other services and ability to use new ways of engaging communities such as through Reactions are part of the reason Vanilla was selected. However, the features are better on a couple more seasoned platforms and more equipped to deal with issues and technical problems.
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Return on Investment
Sprinklr
  • 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!
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Higher Logic
  • Increased uptime and overall speed in the forum (compared to our previous phpbb solution)
  • Increased usage by users which resulted in a higher pages/session in a short amount of time
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ScreenShots

Higher Logic Vanilla Screenshots

Screenshot of Looks great on any device, including desktop, tablet or mobile device.Screenshot of We offer over 60 plugins that can add functionality to your community.Screenshot of Many different themes to choose from, which you can further customize as you like.Screenshot of You have full access to edit HTML and CSS of your theme, to make any changes you need.