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Top Rated
136 Ratings
20 Ratings

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

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Top Rated
136 Ratings
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Score 7.6 out of 100
20 Ratings
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Score 2 out of 100

Likelihood to Recommend

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

We have used Sprinklr as a publishing tool for years, and it has really grown into an all-in-one resource. Listening is a fantastic resource to use within Sprinklr, and their reporting can be customized and automated to fit your every need. Not every module is needed for every company, as it can become quite pricey when you're adding up every single module into a total package.
No photo available

Viralheat

If social is a big part of your business in more departments than just marketing and communications (marcom), make sure to let the team know and ask how Viralheat can accommodate multiple users and departments. Viralheat was great during the evaluation process because they were willing to show us exactly what they could do for our company - they even customized accounts for us to show us the true value of signing on.
Jason Owen profile photo

Feature Rating Comparison

Listening/monitoring

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.3
Viralheat
Boolean keyword searches
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.6
Viralheat
Filtering out noise/spam
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.3
Viralheat
Sentiment analysis
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
6.3
Viralheat
Broad channel coverage
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.0
Viralheat

Publishing

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.4
Viralheat
Content planning and scheduling
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.5
Viralheat
Audience targeting
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
6.8
Viralheat
Content optimization
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.0
Viralheat
Workflow management
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.2
Viralheat

Engagement

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.6
Viralheat
Automated routing and prioritization
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.7
Viralheat
Customer interaction histories
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.5
Viralheat
Bulk actions
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.5
Viralheat

Marketing

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.3
Viralheat
Lead generation
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.0
Viralheat
Content marketing
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.2
Viralheat
Paid media management
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
6.6
Viralheat
Campaigns and promotions
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.4
Viralheat

Channel coverage/integration

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.0
Viralheat
Twitter
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.8
Viralheat
Facebook
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.6
Viralheat
LinkedIn
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.2
Viralheat
Google+
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.8
Viralheat
Instagram
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.2
Viralheat
Pinterest
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.2
Viralheat
YouTube
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.1
Viralheat

Reporting/analytics

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.5
Viralheat
Campaign success analytics
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
9.0
Viralheat
Real-time tracking
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.2
Viralheat
Competitor analysis
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.2
Viralheat

Account management

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.2
Viralheat
Role-based user permissions & privileges
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.7
Viralheat
Mobile access
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
6.7
Viralheat

Pros

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

  • All basic functions are very user friendly. Onboarding time is minimal. If I give access to someone (even if they are not social savvy), I am confident they will still be able to use the platform.
  • The ability to build custom dashboards is a huge time saver. For instance, you can create a dashboard to look at all your social media inboxes (Facebook, Twitter, Instagram...) all on one screen.
  • The audience profile function is interesting - it allows you to capture unified consumer data, interests, interactions across all your social channels. This is a useful feature for us when looking for influencers or super fans.
Romain Vezirian profile photo

Viralheat

  • Viralheat’s reporting feature delivers analytics in presentation-grade spreadsheets. I include these images in reports or presentations to different teams.
  • Monitoring is definitely a strong point. I am not limited by a conversation or mention limitation, which is especially important when tracking high-volume products or brands. We are able to quickly identify trends and act accordingly.
  • The user experience is a pleasant one. Viralheat offers many comprehensive features but the layout of the product is simple and intuitive. I’m able to access any feature without having to click around into multiple places.
No photo available

Cons

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

  • Horrible customer support. Support teams are uneducated, do not look into cases before calls and frequently close open cases before they are resolved.
  • Difficult to set up. Because this platform is so detailed, they are many intricacies. It takes a long time to make it useful. One mistake could give you incorrect data or really mess up the system.
  • Complicated when used in varying organizations within a company as changes affect everyone.
No photo available

Viralheat

  • Not being able to reference in the native platform (e.g. LinkedIn, Facebook) the name of companies or users referenced in a post.
  • Not being able to embed images natively. (e.g. Image attached to a post on Viralheat shows up as a url link on the native platform).
  • Would love to see a calendar view of the scheduled posts as well as the current list view.
Alex Samano profile photo

Likelihood to Renew

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 8.5
Based on 28 answers
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
Kira Swain profile photo

Viralheat

Viralheat 8.3
Based on 13 answers
Viralheat provided our team with the kind of monitoring tool we were looking for. As an added bonus, they had a member of their team brainstorm the best ways for us to set up our account to ensure we weren’t missing anything. Great customer service.
Anand Saggi profile photo

Usability

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 8.0
Based on 6 answers
Overall, I really enjoyed Sprinklr. It is a multi-faceted platform although I used it primarily for review management. It's easy-to-use and learn, has great customer service and is a great design. My only complaint would be that if there was a blip in pulling in reviews, we'd have to go back through each review site manually and make sure nothing was unresponded to. This could be cumbersome and time-consuming. Other than that, I really enjoyed using it
Meg Ruggieri profile photo

Viralheat

Viralheat 9.1
Based on 1 answer
I found it really easy to use and I use it on a daily basis and can easily find my way around. It has the usability of a consumer application for an Enterprise product that does very complex things in a very elegant manner.
No photo available

Reliability and Availability

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 9.1
Based on 5 answers
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.
Paul Matson profile photo

Viralheat

No score
No answers yet
No answers on this topic

Performance

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 8.2
Based on 4 answers
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.
No photo available

Viralheat

No score
No answers yet
No answers on this topic

Support

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 5.9
Based on 18 answers
99% of the time our team receives solid, timely support from the Sprinklr Support Team. As with anyone, the more info/screenshots you can provide, the better they can help you. They are always quick to respond, professional and do a great job of communicating the status and reaching out if they need more info.
No photo available

Viralheat

Viralheat 8.8
Based on 2 answers
The customer success team clearly cares about how well we do. They are quick to get back to us and they always offer to jump on a screen share so we can understand and learn new features.
Jason Owen profile photo

In-Person Training

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 7.0
Based on 2 answers
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.
No photo available

Viralheat

No score
No answers yet
No answers on this topic

Online Training

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 8.4
Based on 3 answers
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.
No photo available

Viralheat

No score
No answers yet
No answers on this topic

Implementation

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 9.0
Based on 5 answers
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
No photo available

Viralheat

Viralheat 8.2
Based on 1 answer
We were up and running within an hour.
Jason Owen profile photo

Alternatives Considered

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

I have not found another product that is as vigorous to a brand's communication with consumers. It is imperative that brands meet customers where 'they' are, and communicate with them like people, not data. I will continue to use and recommend Sprinklr for it's holistic approach to entire consumer journey
Rebecca Ruck profile photo

Viralheat

We chose Viralheat because it allowed us to do multiple things from one tool. We were able to monitor our brand mentions after each video, song, or album release - this provided us with valuable feedback abouout our brand and music. We were also able to connect our accounts and engage directly with our fans as well as post new content. We monitored the analytics around each release and campaign and were able to determine which were successful.
Delfin Lazaro profile photo

Scalability

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) 8.2
Based on 1 answer
Always start simple with Sprinklr, e.g. one client. You can easily grow over time adding products/units/regions, etc
Sonja Broze profile photo

Viralheat

No score
No answers yet
No answers on this topic

Return on Investment

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

  • Sprinklr has made it easier and simpler for my team to submit content to our clients for approval, but the complications come in afterward because of the way the tool is set up in "streams" that only shows for certain users and navigating within the tool can be difficult.
  • We do not use Sprinklr's services for customer service or moderation but another tool so this is sort of a wasted expense in that realm.
No photo available

Viralheat

  • Viralheat has helped me understand how real-life users react to things I build and/or test.
  • I’ve gotten a better understanding of my space and the relevant news surrounding it. This helps me build a better product.
  • It saves me a lot of time. I’m able to quickly monitor what’s important to me.
Sakeena Zarin Naseem profile photo

Screenshots

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Viralheat

Pricing Details

Sprinklr Modern Engagement (formerly Social + Messaging Suite)

General

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

Viralheat

General

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

Rating Summary

Likelihood to Recommend

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.5
Viralheat
8.3

Likelihood to Renew

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.5
Viralheat
8.3

Usability

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.0
Viralheat
9.1

Reliability and Availability

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
9.1
Viralheat

Performance

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.2
Viralheat

Support

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
5.9
Viralheat
8.8

In-Person Training

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
7.0
Viralheat

Online Training

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.4
Viralheat

Implementation

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
9.0
Viralheat
8.2

Scalability

Sprinklr Modern Engagement (formerly Social + Messaging Suite)
8.2
Viralheat

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