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Sprinklr Service

Score8 out of 10

59 Reviews and Ratings

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What is Sprinklr Service?

Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables customer and agent experience across 30+ digital, social and voice channels, and delivers real-time insights.


  • Enables customers to interact with a brand on their preferred channel for consistent brand experience.
  • Empowers agents with unified/360 customer view and recommends the most relevant responses with AI to improve agent productivity and experience.
  • Provides insights to supervisors to drive operational excellence
  • Helps leaders uncover opportunities for growth through real- time contact center insights scalable across the enterprise.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Sprinklr Service has to offer, as determined by TrustRadius' reviewers.
Based on 59 ratings of Sprinklr Service's features
View all features

Top Performing Features

  • Omnichannel inbound routing

    Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

    Category average: 8.4

  • Historical reporting

    Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

    Category average: 8.6

  • Agent dashboard

    Enables agents to track and view their individual and team performance.

    Category average: 8.6

Areas for Improvement

  • Outbound response

    Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

    Category average: 8.6

  • CRM software integration

    Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

    Category average: 8.2

  • Predictive dialing

    Dials multiple numbers at once and connects the salesperson if a live speaker answers.

    Category average: 8.7

Reviews

What users are saying about Sprinklr Service.
View all reviews

All praise for Sprinklr Service.

Incentivized
Verified User
Employee in Social Media (1001-5000 employees employees)

Use Cases and Deployment Scope

In my organization, we have used Sprinklr service for many years. As we moderate, engage, and escalate issues for our clients found on their social media platforms, Sprinklr Service has helped us immensely. With everything in one area, we can efficiently handle multiple inquiries and complaints versus the old, native checks way.

Pros

  • Customer service.
  • Organization
  • Ease of use.

Cons

  • Contacting customer support during the holidays. While not everyone operates 24/7, for us who do, assistance is almost always needed during busy times.

Return on Investment

  • We have retained clients for many years thanks to using Sprinklr Service. They're pleased with the work & have never suggested another platform.

Usability

Alternatives Considered

Hootsuite

Other Software Used

Khoros Social Media Management, Hootsuite

Modern care and other module usage review

Alagu SathappanView profile
IT Emerging Technology Manager in Information Technology at wasl group (501-1000 employees employees)

Use Cases and Deployment Scope

Sprinklr Voice provides powerful call routing and IVR features to guarantee that customers are connected with the proper person for their needs and allows us to quickly track and respond to customer enquiries and comments. In addition, the platform provides us with sophisticated analytics and reporting tools to better comprehend client feedback and activity. When it comes to enhancing call center operations and delivering first-rate customer support over the phone, Sprinklr Voice is a fantastic option. The fact that it can be used with other Sprinklr offerings to provide a unified view of consumer interactions increases its usefulness.

Pros

  • Voice module
  • case creation and assignment
  • Workflow
  • Modern Research
  • Journey Facilitator

Cons

  • Case management has room for improvements

Return on Investment

  • Call back solution
  • Intelligent routing

Why we use Sprinklr

Incentivized
Robert van KasteelView profile
Account Manager (Acer & Predator) in Social Media at We Are Social (51-200 employees employees)

Use Cases and Deployment Scope

We use Sprinklr Modern Care in our Business Unit, and it greatly improves our efficiency. We get a fast overview of our data, and are able to do a deep dive into them. It also allows us to create our own formulas and completely tailor the backend to our needs. This way we always have insights into our performance.

Pros

  • Is very adaptable and customizable.
  • Very easy to use.
  • Is an all-in-one service platform.

Cons

  • Accurate data collection.
  • Smaller platform integration.
  • Community Management.

Return on Investment

  • We were able to reduce our Community Management hours.
  • This platform cut down our Account team as posting on multiple platforms at once is made very easy.
  • We sometimes have to double check the data, as fluctuates and is not always accurate.

Alternatives Considered

Meltwater Media Intelligence Platform

Other Software Used

Brandwatch

Put out social media fires before you get burned.

Incentivized
Dennis Keeley
AD Assignment Supervisor at GEICO (10,001+ employees employees)

Pros

  • Finds and delivers concerns voiced on social media.
  • Offers a way to track our follow up.

Cons

  • Cumbersome user interface.
  • Needs to be simplified.
  • Some options are not logically placed.

Return on Investment

  • Improves our customer service.
  • Wastes time with repetitive alerts when simple file updates are made.
  • Uniform companywide system for handling these concerns.

Sprinklr Modern Care helping us meet or exceed the expectations of the travelling public

Incentivized
Gregory Hounslow
Emerging Media Manager in Social Media at WestJet (10,001+ employees employees)

Pros

  • 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.

Cons

  • There is always room to improve the speed of response and efficiency by introducing keyboard shortcuts for our most used macros, actions, etc.

Return on Investment

  • Sprinklr Modern Care has had a dramatic affect on our response times and overall efficiency. We've been able to handle more conversations in less time.
  • The platform has allowed us to exclude (or de-prioritize) high-volume, low-priority conversations from social media posts that are intended to create engagement, so our queues are not jammed up with emoji replies, one-word responses, etc. It has been amazing to either route comments on certain posts to a dedicated queue, or to exclude them from our teams' queue altogether.

Alternatives Considered

Sparkcentral

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