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Sprinklr Service

Sprinklr Service
Formerly Sprinklr Modern Care

Overview

What is Sprinklr Service?

Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights. Sprinklr Service – Enables customers to…

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Recent Reviews

TrustRadius Insights

User-Friendly Interface: Users have found the interface of Sprinklr Modern Care to be easy to navigate and visually appealing. The …
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Longtime user

9 out of 10
May 24, 2022
The tool is used for daily moderation of social media channels. The tool also allows you to create detailed reports summarizing activities …
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Sprinklr Review

10 out of 10
August 23, 2019
Incentivized
My team uses Sprinklr specifically for interacting with posters on Facebook and Twitter, with Instagram as well hopefully in the future …
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Sprinklr review

9 out of 10
August 05, 2019
Incentivized
[Sprinklr Modern Care is] Used by the marketing department regionally supporting our social media strategic decisions.
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Pricing

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Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.sprinklr.com/pricing/custom…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $249 per month per seat
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Product Details

What is Sprinklr Service?

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


Sprinklr Service –

  • Enables customers to interact with a brand on their preferred channel for a 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 meaningful and actionable insights to supervisors to drive growth and operational excellence.

  • Helps leaders uncover opportunities for growth, transformation and innovation through real-time contact center insights scalable across the enterprise.


Taking off on social and digital channels, Sprinklr boasts expertise in analyzing and listening to customers on all the new-age channels for over a decade while other incumbent players are catching up on these channels. Sprinklr is built on a single code-base – leveraging the same unified data layer, AI and integrations across all its product suites and for all the clients.

Sprinklr Service Features

  • Supported: Sprinklr Voice
  • Supported: Live Chat
  • Supported: Contact Center Intelligence
  • Supported: Agent Assist
  • Supported: Self-Service Community
  • Supported: Automated Workflows
  • Supported: Knowledge Base
  • Supported: Conversational AI and Bots
  • Supported: Multichannel Support

Sprinklr Service Videos

Introduction to Modern Care
Sprinklr Service Overview
Increasing agent productivity through call deflection and AI driven efficiencies

Sprinklr Service Technical Details

Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, Mobile Web

Frequently Asked Questions

Sprinklr Service starts at $249.

Clarabridge (discontinued), Verint Messaging, and Zendesk Suite are common alternatives for Sprinklr Service.

Reviewers rate Availability and Performance highest, with a score of 9.9.

The most common users of Sprinklr Service are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(53)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

User-Friendly Interface: Users have found the interface of Sprinklr Modern Care to be easy to navigate and visually appealing. The platform's design and functionality prioritize the needs of the end user.

Effective Search Feature: Many reviewers have praised the Search feature, which suggests potential duplicates or similar threads before users create their own posts. This helps prevent duplicate requests and enhances efficiency in finding relevant information.

Flexible Administrator Control: Several users appreciate the ability to assign different levels of administrators for better control over specific groups within the organization. This feature allows for customized permissions and empowers non-employee users to assist with certain tasks.

Difficult to work with and acquire necessary information: Some users have found Sprinklr Modern Care challenging in terms of usability, making it difficult to navigate and find the information they need.

Limited customization abilities: The customization options available in Sprinklr Modern Care are not as robust as other applications, which can make it challenging for users to remove components or rearrange items according to their preferences.

Reporting tools lack user-friendly interface: While the API provides the desired information, the reporting tools in Sprinklr Modern Care have been criticized by users for lacking a user-friendly interface. This can hinder administrators from easily accessing and analyzing data.

Users have made several recommendations for Sprinklr Modern Care based on their experiences. First, they suggest considering having a strong team member administer the platform for maximum ease and efficiency. This dedicated person can ensure that Sprinklr is used to its full potential.

Second, users recommend taking the time to explore and experiment with Sprinklr's features. By familiarizing oneself with all the available features, navigation becomes easier and users can take full advantage of the platform's capabilities.

Lastly, users suggest considering utilizing managed services when using multiple modules in Sprinklr. These services can provide additional support and assistance, ensuring a smooth experience.

These recommendations emphasize the importance of having dedicated personnel, exploring all available features, and considering additional support services to maximize the benefits of using Sprinklr Modern Care for customer service and community management needs.

Attribute Ratings

Reviews

(1-25 of 25)
Companies can't remove reviews or game the system. Here's why
May 24, 2022

Longtime user

Score 9 out of 10
Vetted Review
Verified User
Moderation of profiles on various social media channels. Publication of posts. Summarizing and reporting on social media activities.
November 25, 2021

Why we use Sprinklr

Robert van Kasteel | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
If you are a "bigger" company and are looking for a platform that combines all of your social media services into one, this is the platform for you. It make it easier for one person to handle all of the marketing needs. If, however, you are a smaller company, this platform will probably be a bit too expensive and elaborate. You're better off waiting to grow by yourself and acquire it at a later stage.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Good places - Community management, content approval queues, customizable fields and metrics, and social listening, influencer tagging and management, sentiment monitoring and brand protection

average places - paid social content scheduling, this can accrue very high costs if you are a smaller business, and do not have enough in paid media to support the operational costs.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Seems to do a great job of finding and alerting us of customer concerns. I wish the notification system was less intrusive. This morning I came to work only to find 277 emails with the same notice. If I were ignoring a concern during working hours, the repeated notifications would not only be justified, they'd be welcome. Minor complaint but it is annoying. The interface could be easier to navigate as well. When I am in a hurry to find someone to resolve a customer's concern, the Sprinklr site is hard for me to find the information I need.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
In the case of issues with big outages that affect many customers, comments on comments from other customers, and so on, there isn't a good possibility to see the whole history and other comments/mentions on the same tweet. There is much room for improvement to get a better overview in such confusing cases. Besides that, Sprinklr does a good job handling single-customer requests.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Sprinklr Modern Care is well suited when issues are clear and clearly identified. However, it is somewhat less suited or less appropriate for filtering those issues, weeding out inappropriate issues, and other noise within social media posts. Identifying which issues are legitimate and need to be handled by customer service specialists is key.
August 23, 2019

Sprinklr Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
August 05, 2019

Sprinklr review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Daved Artemik | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Sprinklr Modern Care 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 Sprinklr Modern Care. 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, Sprinklr Modern Care may not be the best solution. It's a great option, though, if you don't need all of that.
Steve MacLaughlin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Sprinklr Modern Care was the right solution at the right time for the right price to solve the right problems. I had used other tools and Sprinklr Modern Care really pulled things together in a way that met our needs.

Now using Sprinklr Modern Care 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.
Alexandra Gambardella | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Sprinklr Modern Care 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.
August 03, 2014

Get Satisfied!

Laura Thomas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Companies that are not willing to be open with their customers will not thrive with Sprinklr Modern Care as it is meant as a tool to facilitate honest conversations between customers and companies. For example, one company I used Sprinklr Modern Care 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, Sprinklr Modern Care may not suit your long term needs.
Score 10 out of 10
Vetted Review
Verified User
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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