Sprinklr Modern Care Reviews

33 Ratings
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Score 7.6 out of 101

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Gregory Hounslow profile photo
Score 10 out of 10
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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.
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August 23, 2019

Sprinklr Review

Score 10 out of 10
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The way Sprinklr assigns posts helps to keep employees from getting overwhelmed. It has helped us streamline responses, increase the response rate, and keep in constant contact with our posters. The ability to plan posts in the future offers a chance for additional review. My favorite part has to do with data and how much you can drill down to find a certain category or subcategory, along with the ability to constantly add new categories and track sentiment.
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Score 8 out of 10
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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
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  • 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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Score 8 out of 10
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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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Daved Artemik profile photo
Score 8 out of 10
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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.
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Steve MacLaughlin profile photo
Score 10 out of 10
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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.
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Alexandra Gambardella profile photo
Score 8 out of 10
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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.
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Laura Thomas profile photo
August 03, 2014

Get Satisfied!

Score 9 out of 10
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Likelihood to Recommend

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.
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Score 10 out of 10
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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