TrustRadius Top Rated Social Media Management Badge for Enterprise 2015


Social Media Management Software

Software Profile & Review Summary

Sprinklr is an enterprise-level, social media management platform, used for customer care, engagement, community management, listening, publishing and analytics.

According to the mix of reviews on TrustRadius, about one-third of their customers are agencies. The rest cover several industries, but there is a technology focus, with computer software, computer networking, Internet and IT and services being the most represented industries.

Many of their customers have more than 10,000 employees.

Some of Sprinklr's customers include Microsoft, IHG, Samsung, and Citi.

Read a TrustRadius interview with Sprinklr's VP of Marketing.

*Vendor provided
Best used for: Large scale social media management operations, with custom needs
Not as strong for: Small businesses; companies with small social following
Most often compared to: Hootsuite Enterprise
Customer focus: Enterprises with more than 10,000 employees
Customers recommend: Put in the time to learn all the features and implement the tool properly
Channels covered*: Sprinklr publishes to Facebook, Flickr, Foursquare, Google+, Instagram (comments only due to API restrictions), LinkedIn (Profiles, Groups and Pages), Renren, Sina Weibo, SlideShare, Tencent Weibo, Tumblr, Twitter, VK, WordPress, YouTube (Channels and Playlists), Bazaarvoice

Sprinklr Customer Distribution

Sprinklr Customer Distribution Pie Chart Source: (24) User reviews of Sprinklr on TrustRadius

Aggregate User Ratings of Sprinklr on TrustRadius

Source: (24) User reviews of Sprinklr on TrustRadius
Rating Attribute Sprinklr # of Reviewers Contributing to Rating Average SMMS Category Average
Likelihood to recommend 8.3 24 8.0
Likelihood to renew 8 23 7.6
Product usability 7.3 4 7.9
Product availability 9 5 9.2
Product performance 9.3 3 8.3
Support 8.5 6 8.5
In-person training 7 2 8.8
Online training 8.7 3 7.9
Implementation satisfaction 8.4 5 8.1
Analytics & Insight 10 2 8.3
Data Collection 10 2 7.8
Publishing 10 2 8.7
Engagement 10 2 7.9

Summary of Sprinklr Reviews

Source: (24) User reviews of Sprinklr on TrustRadius
Sprinklr Pros Sprinklr Cons
Flexible; customizable
Users like the ability to create custom dashboards for different team members, as well as the ability to build custom workflow operations to allow the tool to do exactly what they need of it.
Many users feel the interface could be more intuitive. However, the company launched a new interface in 2013, with a focus on usability. Most reviewers say the UI improved in the new version, though a couple prefer aspects of the older version.
Dashboards and reporting
Users like the extensive availability of data, the visual presentation, and the customizability of Sprinklr dashboards and reports. They also like the availability of integrations with other tools, such as Google Analytics and Salesforce.
Learning curve
Some time and training are required to fully take advantage of the tool.
Enterprise-level; scalable
Users say Sprinklr allows them to handle a high volume of social activities efficiently. They like the workflow, governance, and approval processes, as well as the custom user permission levels.
Update frequency
Users mention constant product updates, a fact that reflects the innovation of the vendor, but also can lead to occasional load time issues and other glitches.
Publishing features
Users have a lot of praise for specific publishing features, including the calendar view of scheduled posts, the drag and drop interface, the content suggestion feature, digital asset libraries, the custom URL shortener, and broad coverage of social channels.
Implementation time
Given the power and customizability of the product, it can take some time and require some assistance to implement properly. Most users say putting in this time is worth the effort, however.
Customer service
The support team is very helpful, both in terms of resolving technical issues as well as training and setting customers up for success.

Sprinklr Response to Reviewer Feedback

Dear Potential Sprinklr Client,

Research shows that 70% of the buying process happens before you even contact a potential vendor. That's why we're excited about the positive feedback we have received on TrustRadius.

In the past year alone, we've doubled the functionality of our platform by:

  • further investing in scalability, security, flexibility, and customizability
  • introducing new capabilities such as paid media management, case management, CRM and marketing automation integrations, brand health, and advocacy
  • a relentless focus on client success, resulting in a retention rate of 95%

Also, the 40+ members of our Client Advisory Board will validate that we've listened to client feedback to improve the overall experience. For example:

  • We introduced a new user interface in September 2013, resulting in rave reviews:
    Here's one tweet that we've seen: “I've never seen a tool with so much functionality and such a simple and intuitive display. Cannot wait to start using @Sprinklr
  • We've refined the implementation time to an average of 8 weeks and in some cases as short as one or two.
    Another tweet: “Using @sprinklr for the first time. Amazed how powerful and comprehensive, yet also how usable, it is.”
  • We launched an improved support and training portal to ensure every user feels comfortable quickly.
    Another tweet: “Getting my arms around @Sprinklr. The video tutorials in the support tab (search) are awesome! #sm #socialmedia #training

This has resulted in a Net Promoter Score of 68.2. By comparison, Apple has a score of 69.

We hope we have an opportunity to earn your trust and your business.

Jeremy Epstein