Sprinklr Service vs. ZoomInfo Engage

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.

Incentivized

ZoomInfo Engage has been outstanding in setting up automated workflows. It allows us to be more efficient in our day-to-day planning because once you set up a workflow, your planning for the next several days is done. One area for improvement would be to allow other domain emails for marketing. I have my primary domain email, but when I'm reaching out to potential candidates I would rather use a different domain. This is not possible.

Incentivized

• 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.

Incentivized

• Allows for customization, automation, and scaling of outreach
• Works as a secondary and well done CRM to compliment or serve as a main internal CRM. Also helps organize your prospects.
• Tracks customer actions and engagement at a very convenient level, with easy to read data.

Incentivized

• 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.

Incentivized

• In my experience, super unreliable product... too many bugs for a knowledge worker
• In my opinion, overpriced. They are making money for its affiliation with sales os product.
• In my experience, filtering is messed up and buggy. No real support for Account based focus campaigns... Just good for basic calling, recording, and auto sync with CRM... everything else, sucks. Not reliable

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.

Incentivized

I think the automated workflows and outstanding support are game-changers. I typically won't use a software platform that does not offer exceptional real-time support.

Incentivized

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.

It works very well with the tools and other Zoom Info products that we already use. The fact that it integrates is a huge win for us because we designed our CRM internally so we are very sued to working a certain way. We can use this to boost the information and tools from our pre-existing ZoomInfo products as well, so it brings out a lot of value.

Incentivized

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.

Incentivized

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

Incentivized

I get a higher response rate from Linkedin Recruiter, but I think I can reach more passive candidates with ZoomInfo Engage. On the other hand, I did not have success with UpLead at all. Linkedin Recruiter does not have an automation feature, and you are limited to the amount of InMails you can send in a month, which is disappointing. ZoomInfo Engage customer service/technical support is hands-down better than LinkedIn.

Incentivized

• 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.

Incentivized

• We decided not to use Tellwise for the time being and will test it again in one year because what I saw so far is promising.
• We haven't seen any substantial ROI.
• If you need to track content shared with prospects and stakeholders, Tellwise may be exactly what you need.

Incentivized