TrustRadius
https://media.trustradius.com/product-logos/p5/3A/76E410UOZWOB.PNGSprinklr Modern Care helping us meet or exceed the expectations of the travelling publicWe are using Sprinklr Modern Care for social media customer service and outreach and are also evaluating the platform for expanded email care across several teams.,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.,There is always room to improve the speed of response and efficiency by introducing keyboard shortcuts for our most used macros, actions, etc.,10,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.,10,Using Sprinklr Modern Care as part of the Sprinklr unified platform has allowed us to get a complete view of all our social media efforts. We're able to report on all aspects of what we do in social media, while gaining insights into what our fans and followers are saying through the data that is publicly available via social media.,Sparkcentral,More than 5,000 per weekSprinklr Product ReviewWe use Sprinklr for social media engagement. We use Sprinklr for both paid and organic promotions across social media channels. Sprinklr is used by the whole organization to develop the business. We use it for marketing and risk identification across the company globally. The reporting module is also good to get all the information in one place.,Engagement module for publishing and engaging with all the social channels audience. Listening module to understand marketing and risk. Paid and organic modules.,Reporting data accuracy,7,Positive impact in managing all the social channels in one place.,7,Yes, our company has benefited by using the Sprinklr products as we have access to all the modules.,Adobe Social and Hootsuite,100 to 500 per weekExceeding Expectations with Sprinklr Modern CareMy firm (social media department) uses Sprinklr Modern Care in order to resolve and measure customer care issues in an integrated way across our channels. This platform also allows us to manage service interactions at scale. This allows us to streamline processes and monitor messages and activity across our social media channels.,Reroute and bring in Social Media Messages Connect with CRM tools Analysis with AI-capabilities,Creating dashboards can be rather difficult Customer Service and Tech team can be hard to reach for one-off questions Automatic responses cannot be configured in a more personalized manner,8,Operational Efficiency Measurement and Reporting,7,We use a number of Sprinklr products on our end, some more than others. I do see the benefit in having a one stop shop for all of our social media medias. Sprinklr has done a great job creating a powerful suite of products that I would recommend to other firms.,Sprinklr Modern Research,100 to 500 per weekSprinklr Modern Care ReviewManaging social channels.,Complexity Details Well-thought,Hard to use.,3,Better social media management.,5,Social media engagement.,,Not availableSprinklr review[Sprinklr Modern Care is] Used by the marketing department regionally supporting our social media strategic decisions.,Routing needs Solving customer problems Monitoring customer questions and doubts,Integrations with CRM Platforms Real Time Analytics,9,Positive: Social Listening Positive: Productivity,9,With platform integrations we can benefit with more productivity to our users. We have a single source to manage our customers through Social Media.,Sprinklr Modern Care,Not availableSprinklr Care SupportUsed for the quick resolution of platform related technical issues, such as data fetching glitches, visualization rendering issues, etc. It is being used by the social media marketing team and it helps us to be timely and accurate with our reporting needs for clients.,Quick resolution. Round-the-clock coverage. Strict SLAs.,Procedure to lodge a ticket. The amount of communication required for the Sprinklr team to understand the problem could be less. Timeliness of responses.,8,Timely resolution of issues. Export of necessary data and visualizations. Smooth transaction of business.,8,Yes, we use Social + Messaging and Research. These are best-in-class social media management tools which are user-friendly and technically robust.,100 to 500 per weekA handy tool to quickly create online communitiesGet Satisfaction is a handy tool that allows for easy creation of an online community. I evaluated the service to help create "brand ambassadors" to support referrals, but it's a helpful SEO tool.,Easy creation of online communities. Support referrals by engaging current customers. Creating cross-platform experience.,User-interface appears a bit dated and could use beautification. Mobile functionality could improve. No mobile app!,8,Optimization of resources: Ease of use and setup saves time. Amplify and support referrals. Improve consumer loyalty by engaging a satisfied customer base.,Wyng (formerly Offerpop), Tailwind, Buffer, Canva, Adobe Social, Zopim by Zendesk, Zendesk, ReflektiveGot Satisfaction with GetSatisfactionGetSatisfaction was used to create a central hub for customer service offerings for a new product. The new product direction was supposed to make the customer experience easier, for both the customer and the employees, so GetSatisfaction was put in place to help achieve that goal. The customer service process prior to GetSatisfaction was through email or direct contact means, which made question and answers, feature requests, and bug reporting difficult to track and maintain. GetSatisfaction allowed us to centralize all the information in one location where duplicate requests or issues could be handled, and customers could help service themselves using the Search and Forum approach that GetSatisfaction employs. It also allowed our QA and Engineering staff to keep status updates in front of customers for more transparency.,The GetSatisfaction UI for users and administrators is pretty user friendly and inviting. The theme they used and functionality they have put together was thought with the end user in mind. The Search feature is one of the key points for GetSatisfaction, with how it suggests potential duplicates or similar threads first, for a user, before creating their own issue or post. This helped eliminate much of the duplicate requests and posts we were receiving. The ability to have different levels of administrators for the product allowed us to maintain high level control over certain groups in our organization, delegating different permissions to different teams. We could also promote non-employee users to have some level of control for assistance.,GetSatisfaction provides an API for accessing information on users and use of the forum. It's still being built up, and while it has come far from where it initially was, it's a little difficult to work with and acquire the information you need. GetSatisfaction was designed with ease of use and quick deployment in mind. Because of this, the customization abilities are not as solid as more custom or open applications. They are improving this, but it provided several challenges for our purposes when trying to remove components or shift items around. The reporting tools for administrators was lacking in the UI, though the API available presented much of the information we wanted. We created a custom solution to call the API and inject the report information from the API into our administration area but we would have much rather had something built in to the product. While the search functionality and the way the threads are maintained is the strength of GetSatisfaction, the weakness is the navigation and navigation options. It's easy for a user to post a comment, request, or question, but few people identify the navigation aids in the breadcrumb to allow jumping to specific sections and filters. Navigation could use solid improvements for user experience.,8,Through the use of GetSatifaction we were able to better address customer needs because of the centralized location of Bugs, Feature requests, and general questions. This greatly improved customer service and perspective. Because GetSatisfaction provides a central repository for various customer facing information, we were able to increase employee efficiency, and free up resources for other tasks by assigning community moderators and contributors. GetSatisfaction also helped create additional leads and helped customer conversion because it allowed prospects and customers to connect and exchange data and it allowed prospects to see an active community and company transparency.,vBulletin,custom solution,12,6,Our Engineering team wanted to give customers a way to communicate features along with comments on what they are using most, versus what they are using the least, or not at all. Engineering is able to respond to these posts, and incorporate functionality into the product based on customer feedback. Customers were emailing support tickets with bug reports that, in some cases, where more about questions on how to use the product, and others were duplicates of issues already resolved. Customer Care utilized the community to address these issues and questions and prevent duplicates by providing a mechanism for customers to see the existing solutions, or issues already addressed. The Engineering team works with shorter development cycles and prioritizes features and bug fixes based on need. having customers able to rank and promote features and bugs allows the Engineering team to better plan their development cycles based on priority of needs. Many prospective customers want to use a product that has active and up to date information available on it. GetSatisfaction provides an active community with constantly relevant information available to customers and prospects can quickly access and see this information, leading to improved conversion rates. The Praise feature in GetSatisfaction has allowed the Marketing team to identify satisfied customers which leads to more case studies, providing valuable feedback to all company teams, including Engineering, Sales, and Customer Care.,When we initially started using GetSatisfaction, we wanted to be able to track how active our users were in our community to designate MVPs and deliver benefits to customers who constantly contributed. Using the GetSatisfaction API, we were able to develop a custom reporting table and inject it into the Administration screen so we could monitor this information. Our Technical Support team needed a more efficient way to manage customers' requests and to eliminate duplicates. In addition to accomplishing this through the use of GetSatisfaction, we were also able to increase support efficiency so much that we were able to cross-train Support technicians for Customer Training and Implementation tasks.,GetSatisfaction will continue to be the central hub for our Bug reports, Feature requests, and General product questions. The product is positioned for these purposes, and aside from trying to gather additional data to improve customer retention and participation, it will continue to be used for these primary purposes.,9,7Get Satisfaction Lives Up to Its NameSystem configuration and day-to-day management is straightforward and intuitive. Managing questions, ideas, and reported issues works well even as usage grows over time. Automated notifications about site activity and ability to route feedback helps to streamline managing the community. Analytics and reports allow you to dig into what's happening on a macro and micro level.,The basic packages do not include the advanced analytics. Once you start to scale these become very important to managing the community long-term. There are limits to how you can engage with or identify specific users for more detailed follow-up. This can be a challenge when trying to resolve an issue.,10,Increased customer engagement which leads to better Net Promoter Scores Increased customer retention through greater visibility into product improvements and responsiveness to customer needs Reduced customer support cases for common questions or requests for information that can now be found in the online community,,9,60,3,To engage and communicate with a large group of customers To get customers to engage with each other to share ideas To get quantitative and qualitative product improvement suggestions To shift traditional customer support questions to an online environment,,Implemented in-house,9,Self-taught,Anyone with basic familiarity with step-by-step driven configurations should be able to get the system up and running. It's more about knowing what you want to do and setting things up than learning a whole new system. For me, it was a matter of speed-to-value and being able to get things up and going without dependencies on other resources or costs.,No,7,8,10,10,Plans to integrate single-sign-on with some other in-house systems. Use of the widgets inside of other products is being planned.,No special terms or things added to the packages being used.The Time-Saving Powers of Get Satisfaction are More Than SatisfactoryGet Satisfaction serves as the main customer support forum for my company's network of entertainment websites, and provides a direct line of communication between the people working on our sites (us!) and the people visiting and using the sites. While our Get Satisfaction communities are managed and maintained by just a handful of employees (myself included), everyone at the company receives and reads the notification emails about what's being posted, ensuring that all employees are up-to-speed on what sort of features our users are requesting, which questions are being asked, and what sort of bugs are being reported. It not only serves as a home for our websites' FAQs — where new users can find tips and pointers on how to use the sites most effectively — but it also gives users the opportunity to directly submit their own ideas for new improvements to the site, many of which are ultimately implemented by our Product team. In the past, users' posts to our forum have often alerted our team of important site issues or bugs that may have otherwise been overlooked until much later.,Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually. Multiple management seats/levels: Get Satisfaction allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account. Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking. Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks.,Topic search: The search functionality leaves something to be desired. Sometimes I need to reference a topic that has already been posted, or find a pre-existing topic in order to merge it with a new one, and the search function fails to find the right topic for me, even when I know I'm searching for the correct topic title. I find myself keeping a doc of URLs of my most-referenced topics just in case I need the URL and the Get Satisfaction search fails me. Sign-ups: In most cases, users must sign up for a Get Satisfaction account in order to post a question or problem, instead of being able to use their existing credentials for our own websites. Many of our users don't appreciate needing to sign up for an additional service in order to provide feedback on our site(s), or become confused and think they can log in with the credentials from our own service. I believe there is an option to incorporate your site's logins and use a single sign-in feature (at least there used to be), but it was too costly for us. No way to turn off comments: I get that it's a community and the point is to offer a place for users to communicate with us, but some company updates invite commentary that we'd rather keep private. It would be nice to have the option of turning off user replies for certain company-sponsored posts and FAQs.,8,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.,,8Get Satisfied!Get Satisfaction is primarily used by our support team as an additional support avenue for customers to connect with us on but unlike traditional avenues of support where an answer will only help the customer who receives it, a reply on Get Satisfaction has the potential to help our entire user base. It also helps us to pinpoint trends if there's a problem with our product or service and prioritize feature requests.,Transparency—Get Satisfaction allows us to engage with our customers openly and honestly. Even frustrated or angry customer posts offer an avenue for us to display our business integrity and turn negative experiences into positive ones. Moderation—Being able to moderate and organize our community so easily by merging topics into one canonical thread or archiving out of date threads helps to keep our search results relevant and improves the chances that our visitors find the help they need easily. Company Visibility—The ability to easily alert any company employee of topics that might be interesting to them helps to improve the overall visibility of our customers. It also makes it easier to spot trends and encourage quick action if many people comment on one topic with the same problem.,We manage multiple communities as we offer our product in several different languages so a key feature for us was the ability to move topics between communities. This feature was removed for an extended period after a release which had a big impact on our ease of use. While their support team was willing to move topics for us using their back-end, it meant posting to their forum and waiting on their action each time we needed to do this. It was a frustrating experience but was ultimately resolved to our satisfaction when the feature was re-enabled.,9,Improved self-support. Many customers are able to find answers to their questions without even posting to our community Excellent peer support. Our customers excel at helping each other. We are lucky to have community members who are experts at our product and many of them are generous with their time and assist newcomers before our community managers are able to!,10Get Satisfaction Review from a Former Community ManagerGet Satisfaction was used to help users manage their finances better using Adaptu. It was used primarily by the marketing department, but it was also used to help make product development decisions as well.,Connected to Salesforce. Allowed users to share their solutions as well. Lets companies designate employees on the platform.,You have to pay more for better users experiences. The ability to merge and classify issues was a bother. Would have liked more options when it comes to customization.,7,Better customer service. Increase feedback. Increased engagement with users.,4Excellent product but mobile is weak.It's great at tagging products by user type and question type. We can then pipe this into our support system (e.g if there is a problem with a particular product or service). Great filtering Integrates with Gira (ticketing and project management for product teams) Offers many widgets to customize look and feel. This is really stellar. Our users like it. Easy for them to use.,Mobile interface. Users have to be authenticated user on our website. In other words, they have to have an account to access the community. We're pushing mobile heavily. FastPass (single sign-on widget) doesn’t work on mobile devices. They are going to fix it. This is on the roadmap. When we turn authentication off – spammers. Ability to merge questions comments (content) merging or forking was impossible. This has been fixed. We are using for our crowdsourced FAQs. Metrics are a bit lacking: how many unique users? How many questions, sentiments? How many repeat users. These are not accurate. Would love to have much better metrics.,7,Having our clients answer each others questions takes some load of our support team.,,10,35,1,We use GetSatisfaction to power our community site. Our customers can ask questions of each other, give praise, compile FAQs, get answers to questions. It's really a social, customer support site.,,Implemented in-house,9,In-person training,10,No,10,7,10,10,Helpspot (Userscape). We feed emails to our system. We can see attributes about whats ebeen posted. Reason were doing is for metrics. We can see how many questions are closed by customers etc. Would love to have this in the product. We’re looking at Desk.com (SFDC). Also, Parature. ZenDesk. Use Sugar CRM. Sales team likes it. Not great for support. Very limited integration because of the weakness of our support tool. We feed emails to our system. We can see attributes about whats been posted. We built this integration mostly for metrics. We can see how many questions are closed by customers etc. We’re looking at a replacement help desk / ticketing system. Currently considering Desk.com (SFDC). Also, Parature. and ZenDesk.,• They were more flexible in the beginning. If they are doing a beta, they are good about offering it for free (e.g the German version). If legacy customer, continue asking for same pricing.Absolutely fantastic tool!It's an absolutely fantastic tool for an organization to push through change. It helps generate new ideas for product and feedback. The technology is easy to use, the user experience pleasing. It allows for great brand adjacency.,We would like to see some improvements around user identity and its relationship to records in the CRM system (Salesforce.com). There's a representation of a customer in Get Satisfaction - but it may not have a direct record match in Salesforce.com. The integration that exists with Salesforce.com is just for ticketing.,Reduced call volume associated with questions to customer support. When a question is answered, we can easily re-post the answer, then direct customers to look at those answers. Customers do also answer each others questions, but the primary impact to call volume has come from content posting. We have seen an increase in overall website traffic to our website from enhanced SEO (Search Engine Optimization). It helps us to promote new functions. We have seen an increase in our number of trials. When you have a transactional business, that's of large value to you.,8,10,15,1,Customer support - for customer self-service and for support articles. It helps reduce inbound call volume Product management - helps our product team identify problems and new ideas Marketing team uses for community interaction - to identify customer advocates, customer evidence. Marketing is the first line of response. The community management function is a dual marketing/ customer support responsibility.,,,Vendor implemented Implemented in-house,,In-person training Self-taught,,My team in marketing and I learned the product without training. It was pretty easy.,We wrote custom CSS to modify the UI to match our branding. It was very simple to do. Any competent front-end developer could do it.,Yes,,8,10,10,Salesforce.com,No,,As an evaluator – you need to be very clear on what you’re getting and what you need. In our case, we bought enterprise because of Salesforce.com and support.
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Sprinklr Modern Care
28 Ratings
Score 7.6 out of 101
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Sprinklr Modern Care Reviews

Sprinklr Modern Care
28 Ratings
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Score 7.6 out of 101

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Gregory Hounslow profile photo
June 24, 2019

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

Score 10 out of 10
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Verified User
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We are using Sprinklr Modern Care for social media customer service and outreach and are also evaluating the platform for expanded email care across several teams.
  • 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.
  • There is always room to improve the speed of response and efficiency by introducing keyboard shortcuts for our most used macros, actions, etc.
Sprinklr Modern Care is great when paired with a chatbot or with larger, more complex teams that have varied skill sets or languages. It is also great for smaller, niche focus teams as it provides the majority of what all organizations will require from routing, to case assignment to governance and reporting.
Read Gregory Hounslow's full review
Sri Musunuru profile photo
May 14, 2019

Sprinklr Product Review

Score 7 out of 10
Vetted Review
Verified User
Review Source
We use Sprinklr for social media engagement. We use Sprinklr for both paid and organic promotions across social media channels. Sprinklr is used by the whole organization to develop the business. We use it for marketing and risk identification across the company globally. The reporting module is also good to get all the information in one place.
  • Engagement module for publishing and engaging with all the social channels audience.
  • Listening module to understand marketing and risk.
  • Paid and organic modules.
  • Reporting data accuracy
UI is very user-friendly. Listening and benchmarketing modules are very helpful in understanding the business. The engagement module to reach your audience works well.
Read Sri Musunuru's full review
No photo available
August 16, 2019

Exceeding Expectations with Sprinklr Modern Care

Score 8 out of 10
Vetted Review
Verified User
Review Source
My firm (social media department) uses Sprinklr Modern Care in order to resolve and measure customer care issues in an integrated way across our channels. This platform also allows us to manage service interactions at scale. This allows us to streamline processes and monitor messages and activity across our social media channels.
  • Reroute and bring in Social Media Messages
  • Connect with CRM tools
  • Analysis with AI-capabilities
  • Creating dashboards can be rather difficult
  • Customer Service and Tech team can be hard to reach for one-off questions
  • Automatic responses cannot be configured in a more personalized manner
My favorite feature of Sprinklr Modern Care would be the automatic responses feature. This helps our team reduce our response times and increase efficiency overall. Another neat feature would be the ability to gauge the sentiment of the message (whether it's positive or negative). This has added additional color to some of our analysis.
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August 05, 2019

Sprinklr review

Score 9 out of 10
Vetted Review
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[Sprinklr Modern Care is] Used by the marketing department regionally supporting our social media strategic decisions.
  • Routing needs
  • Solving customer problems
  • Monitoring customer questions and doubts
  • Integrations with CRM Platforms
  • Real Time Analytics
  • Suited for Social Listening with great ability to create boards with integration with our main social channels. The user interface is also a great feature improving our platform experience. We have an MDR leading the entire process 24x7.
  • Less Appropriate for Lead generation as the platform is not fully integrated in our environment with CRM and Marketing Automation tools which would increase our team productivity and also the quality of our customers interactions.
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May 17, 2019

Sprinklr Care Support

Score 8 out of 10
Vetted Review
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Used for the quick resolution of platform related technical issues, such as data fetching glitches, visualization rendering issues, etc. It is being used by the social media marketing team and it helps us to be timely and accurate with our reporting needs for clients.
  • Quick resolution.
  • Round-the-clock coverage.
  • Strict SLAs.
  • Procedure to lodge a ticket.
  • The amount of communication required for the Sprinklr team to understand the problem could be less.
  • Timeliness of responses.
The Sprinklr Care team has been very responsive and helpful in resolving any issues/complaints faced.
If you're working over the weekend and have issues with the platform, Sprinklr Care has been available over the weekend for issue resolution.
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August 17, 2018

A handy tool to quickly create online communities

Score 8 out of 10
Vetted Review
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Review Source
Get Satisfaction is a handy tool that allows for easy creation of an online community. I evaluated the service to help create "brand ambassadors" to support referrals, but it's a helpful SEO tool.
  • Easy creation of online communities.
  • Support referrals by engaging current customers.
  • Creating cross-platform experience.
  • User-interface appears a bit dated and could use beautification.
  • Mobile functionality could improve.
  • No mobile app!
For consumer products or services that lend themselves to community engagement (food, electronics, game), Get Satisfaction is a very nifty tool.
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Daved Artemik profile photo
December 30, 2014

Got Satisfaction with GetSatisfaction

Score 8 out of 10
Vetted Review
Verified User
Review Source
GetSatisfaction was used to create a central hub for customer service offerings for a new product. The new product direction was supposed to make the customer experience easier, for both the customer and the employees, so GetSatisfaction was put in place to help achieve that goal. The customer service process prior to GetSatisfaction was through email or direct contact means, which made question and answers, feature requests, and bug reporting difficult to track and maintain. GetSatisfaction allowed us to centralize all the information in one location where duplicate requests or issues could be handled, and customers could help service themselves using the Search and Forum approach that GetSatisfaction employs. It also allowed our QA and Engineering staff to keep status updates in front of customers for more transparency.
  • The GetSatisfaction UI for users and administrators is pretty user friendly and inviting. The theme they used and functionality they have put together was thought with the end user in mind.
  • The Search feature is one of the key points for GetSatisfaction, with how it suggests potential duplicates or similar threads first, for a user, before creating their own issue or post. This helped eliminate much of the duplicate requests and posts we were receiving.
  • The ability to have different levels of administrators for the product allowed us to maintain high level control over certain groups in our organization, delegating different permissions to different teams. We could also promote non-employee users to have some level of control for assistance.
  • GetSatisfaction provides an API for accessing information on users and use of the forum. It's still being built up, and while it has come far from where it initially was, it's a little difficult to work with and acquire the information you need.
  • GetSatisfaction was designed with ease of use and quick deployment in mind. Because of this, the customization abilities are not as solid as more custom or open applications. They are improving this, but it provided several challenges for our purposes when trying to remove components or shift items around.
  • The reporting tools for administrators was lacking in the UI, though the API available presented much of the information we wanted. We created a custom solution to call the API and inject the report information from the API into our administration area but we would have much rather had something built in to the product.
  • While the search functionality and the way the threads are maintained is the strength of GetSatisfaction, the weakness is the navigation and navigation options. It's easy for a user to post a comment, request, or question, but few people identify the navigation aids in the breadcrumb to allow jumping to specific sections and filters. Navigation could use solid improvements for user experience.
GetSatisfaction is a great tool for an organization looking for an easily deployed and managed system without a ton of bells and whistles. It fits the bill for solutions where a complex reporting and management system is not needed, but a user friendly, easily accessed system is necessary. The Search and Forum approach, along with the ability to add various post types, including Bug reports and Praise, make it a suitable option for smaller to mid-size organizations.

When we first started using the application we had a need for requiring users emails be available, more detailed reporting in the admin area, the ability to add notification posts that would banner at the top, and modals upon login. Unfortunately, these are customizable features you might find in larger scale products that were not available in GetSatisfaction. Thankfully, they improve constantly and addressed the email issue in an update. The other items we were able to customize with some clever scripting.

If options like the above items, or the ability to modularly control the functionality and look and feel are requirements, GetSatisfaction may not be the best solution. It's a great option, though, if you don't need all of that.
Read Daved Artemik's full review
Steve MacLaughlin profile photo
November 26, 2014

Get Satisfaction Lives Up to Its Name

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • System configuration and day-to-day management is straightforward and intuitive.
  • Managing questions, ideas, and reported issues works well even as usage grows over time.
  • Automated notifications about site activity and ability to route feedback helps to streamline managing the community.
  • Analytics and reports allow you to dig into what's happening on a macro and micro level.
  • The basic packages do not include the advanced analytics. Once you start to scale these become very important to managing the community long-term.
  • There are limits to how you can engage with or identify specific users for more detailed follow-up. This can be a challenge when trying to resolve an issue.
Get Satisfaction was the right solution at the right time for the right price to solve the right problems. I had used other tools and Get Satisfaction really pulled things together in a way that met our needs.

Now using Get Satisfaction for multiple product communities with varying degrees of usage and configuration. Some additional look-and-feel options or greater flexibility in the design that would be great. But those come at a higher price and weren't something we needed to initial get off the ground and going.

They have recently changed their pricing model so it will be interesting to see what happens going forward. Their basic packages made it a no-brainer to start using the system quickly and start seeing results.
Read Steve MacLaughlin's full review
Alexandra Gambardella profile photo
August 04, 2014

The Time-Saving Powers of Get Satisfaction are More Than Satisfactory

Score 8 out of 10
Vetted Review
Verified User
Review Source
Get Satisfaction serves as the main customer support forum for my company's network of entertainment websites, and provides a direct line of communication between the people working on our sites (us!) and the people visiting and using the sites. While our Get Satisfaction communities are managed and maintained by just a handful of employees (myself included), everyone at the company receives and reads the notification emails about what's being posted, ensuring that all employees are up-to-speed on what sort of features our users are requesting, which questions are being asked, and what sort of bugs are being reported. It not only serves as a home for our websites' FAQs — where new users can find tips and pointers on how to use the sites most effectively — but it also gives users the opportunity to directly submit their own ideas for new improvements to the site, many of which are ultimately implemented by our Product team. In the past, users' posts to our forum have often alerted our team of important site issues or bugs that may have otherwise been overlooked until much later.
  • Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually.
  • Multiple management seats/levels: Get Satisfaction allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account.
  • Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking.
  • Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks.
  • Topic search: The search functionality leaves something to be desired. Sometimes I need to reference a topic that has already been posted, or find a pre-existing topic in order to merge it with a new one, and the search function fails to find the right topic for me, even when I know I'm searching for the correct topic title. I find myself keeping a doc of URLs of my most-referenced topics just in case I need the URL and the Get Satisfaction search fails me.
  • Sign-ups: In most cases, users must sign up for a Get Satisfaction account in order to post a question or problem, instead of being able to use their existing credentials for our own websites. Many of our users don't appreciate needing to sign up for an additional service in order to provide feedback on our site(s), or become confused and think they can log in with the credentials from our own service. I believe there is an option to incorporate your site's logins and use a single sign-in feature (at least there used to be), but it was too costly for us.
  • No way to turn off comments: I get that it's a community and the point is to offer a place for users to communicate with us, but some company updates invite commentary that we'd rather keep private. It would be nice to have the option of turning off user replies for certain company-sponsored posts and FAQs.
Get Satisfaction is well-suited for a company with multiple community managers — or multiple employees interacting with the customers/users of your service. It's also well-suited for a company that has a high volume of user interaction, ie: many users writing in with the same or similar questions/requests, as it's a helpful tool for consolidating duplicate questions into one organized topic.
Read Alexandra Gambardella's full review
Laura Thomas profile photo
August 03, 2014

Get Satisfied!

Score 9 out of 10
Vetted Review
Verified User
Review Source
Get Satisfaction is primarily used by our support team as an additional support avenue for customers to connect with us on but unlike traditional avenues of support where an answer will only help the customer who receives it, a reply on Get Satisfaction has the potential to help our entire user base. It also helps us to pinpoint trends if there's a problem with our product or service and prioritize feature requests.
  • Transparency—Get Satisfaction allows us to engage with our customers openly and honestly. Even frustrated or angry customer posts offer an avenue for us to display our business integrity and turn negative experiences into positive ones.
  • Moderation—Being able to moderate and organize our community so easily by merging topics into one canonical thread or archiving out of date threads helps to keep our search results relevant and improves the chances that our visitors find the help they need easily.
  • Company Visibility—The ability to easily alert any company employee of topics that might be interesting to them helps to improve the overall visibility of our customers. It also makes it easier to spot trends and encourage quick action if many people comment on one topic with the same problem.
  • We manage multiple communities as we offer our product in several different languages so a key feature for us was the ability to move topics between communities. This feature was removed for an extended period after a release which had a big impact on our ease of use. While their support team was willing to move topics for us using their back-end, it meant posting to their forum and waiting on their action each time we needed to do this. It was a frustrating experience but was ultimately resolved to our satisfaction when the feature was re-enabled.
Companies that are not willing to be open with their customers will not thrive with Get Satisfaction as it is meant as a tool to facilitate honest conversations between customers and companies. For example, one company I used Get Satisfaction with had a thriving and engaged community however due to a new partnership that had to remain secret, we put the majority of our focus on a project that could not be announced for close to a year. Because we shifted direction but were unable to explain our reasons to our community, they felt abandoned and angry. If you know that you may not be able to maintain an open and transparent conversation with your customers for whatever reason, Get Satisfaction may not suit your long term needs.
Read Laura Thomas's full review
Jenna Forstrom profile photo
July 30, 2014

Get Satisfaction Review from a Former Community Manager

Score 7 out of 10
Vetted Review
Verified User
Review Source
Get Satisfaction was used to help users manage their finances better using Adaptu. It was used primarily by the marketing department, but it was also used to help make product development decisions as well.
  • Connected to Salesforce.
  • Allowed users to share their solutions as well.
  • Lets companies designate employees on the platform.
  • You have to pay more for better users experiences.
  • The ability to merge and classify issues was a bother.
  • Would have liked more options when it comes to customization.
It is best for product feedback and collecting testimonies.
Read Jenna Forstrom's full review
No photo available
December 04, 2014

Excellent product but mobile is weak.

Score 7 out of 10
Vetted Review
Verified User
Review Source
  • It's great at tagging products by user type and question type. We can then pipe this into our support system (e.g if there is a problem with a particular product or service). Great filtering
  • Integrates with Gira (ticketing and project management for product teams)
  • Offers many widgets to customize look and feel. This is really stellar.
  • Our users like it. Easy for them to use.
  • Mobile interface. Users have to be authenticated user on our website. In other words, they have to have an account to access the community. We're pushing mobile heavily.
  • FastPass (single sign-on widget) doesn’t work on mobile devices. They are going to fix it. This is on the roadmap. When we turn authentication off – spammers.
  • Ability to merge questions comments (content) merging or forking was impossible. This has been fixed. We are using for our crowdsourced FAQs.
  • Metrics are a bit lacking: how many unique users? How many questions, sentiments? How many repeat users. These are not accurate. Would love to have much better metrics.
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February 13, 2013

Absolutely fantastic tool!

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • It's an absolutely fantastic tool for an organization to push through change. It helps generate new ideas for product and feedback.
  • The technology is easy to use, the user experience pleasing. It allows for great brand adjacency.
  • We would like to see some improvements around user identity and its relationship to records in the CRM system (Salesforce.com). There's a representation of a customer in Get Satisfaction - but it may not have a direct record match in Salesforce.com. The integration that exists with Salesforce.com is just for ticketing.
The enterprise pricing model doesn’t connect well to their small business, mid-market model. There is a gap between mid-market/SMB pricing and enterprise that I expect them to work out over time. As an evaluator – you need to be very clear on what you’re getting and what you need. In our case, we bought enterprise because of Salesforce.com and support.
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About Sprinklr Modern Care

With Sprinklr Modern Care, brands have the ability to listen, route, resolve, and measure customer care issues in an integrated, cross-channel solution. Sprinklr Modern Care aims to help companies achieve the following:
Quickly respond to customers and ensure customer satisfaction.
  • Bring in messages from 25+ social channels, email, live chat, SMS, and more.
  • Route cases based on agent capacity, availability and current load.
Know their customers full history to provide optimal service.
  • Connect to existing CRM tools and view all case history and interactions with the customer in one single dashboard view.
  • Access templated responses to quickly address customer questions, concerns, or issues.
Standardize processes and workflows for compliance and efficiency.
  • Automate the classification and routing of messages based on keywords, sentiment, influencer score, issue type, and much more with AI-powered rules.
  • Audit agent activity to identify areas for improvement and process optimization.
Quickly access reports to measure results and improve on SLA’s and CSAT.
  • Access a connected view of agent’s activity and performance in real time.
  • Survey customers to capture feedback from several channels and view in a consolidated report.

Sprinklr Modern Care Competitors

Jive, Mzinga OmniSocial, SAP Social On-Demand, UseResponse, UserVoice, Khoros Communities (Formerly Spredfast + Lithium)

Sprinklr Modern Care Technical Details

Operating Systems: Unspecified
Mobile Application:No