November 26, 2014
https://media.trustradius.com/product-logos/p5/3A/76E410UOZWOB.PNGSprinklrGet Satisfaction Lives Up to Its Name2013-07-18T22:10:34.863ZSystem 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.Steve MacLaughlinExcellent product but mobile is weak.2012-12-09T20:12:30.348ZIt'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.Verified UserAbsolutely fantastic tool!2013-02-13T23:23:28.826ZIt'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.Verified User
Sprinklr Modern Care
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Reviews (1-3 of 3)
December 04, 2014
Sprinklr Modern Care Scorecard Summary
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
Sprinklr Modern Care Technical Details