Sprinklr Service vs. VisibleThread RFP Platform

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.

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Having used VisibleThread VT Writer for both internal knowledge base documentation and external communications, I would highly recommend it to any writer who wants to simplify their content. VisibleThread VT Writer makes content way more digestible for a wider audience. VisibleThread VT Writer is great at identifying passive voice, long sentences and complex words. It will ensure that whatever you write is simple enough that a young kid can read and understand your content.

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• Automated routing to appropriate teams
• 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.

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• Acronym finder - the best acronym finder I have used! This creates an Excel spreadsheet with the acronyms and their definitions in an alphabetically sorted worksheet ... AND this worksheet includes actual sentences from the document showing how and where the acronym was used.
• Compare documents - WOW! what a wonderful update! You get an Excel worksheet with the 2 compared documents side-by-side showing differences in red and statements with no changes in blue.
• Starter compliance matrix (SCM) - again, one of the best SCM-creators I have used. This choice is quick, concise, and the resulting Excel worksheet is easy to manipulate and change.

• 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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• More automation, other software in this space is able to completely rewrite content and even provide multiple iterations at once
• Ability to tailor results and desired output based on target audience, i.e. desired grade level might vary based on audience
• Would be nice if VT can start writing content based on bullet points, again more automation

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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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Independently Invited by TrustRadius

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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.

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Our customer support team went through in-person training. I am not unable to rate.

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.

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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We reviewed many other products but found all of them did not have the extent of tasks that VT had. These searches were over 5 years ago and many of the products reviewed are no longer available. In addition, some software still in existence have merit, just not to the extent we need. I do not want to give anyone a bad rating just because we did not choose them. Again, choose the right software for the right job!

• 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.

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• It has made our content more readable
• It makes us sound relevant to our clients
• Ensures the content everyone writes is consistent

Incentivized

Independently Invited by TrustRadius

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