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 weekSprinklr ReviewMy team uses Sprinklr specifically for interacting with posters on Facebook and Twitter, with Instagram as well hopefully in the future (we're waiting to find out something about DMs pulling in). It's also used by the Marketing arm of Social Care to schedule posts. We use a lot of the reporting features to collect data to make our customers' experience even better. It also gives leadership a kind of "roadmap" of pain points.,I love the setup and getting to go between different tabs to keep up with social activity. Being able to add a Macro at the drop of the hat has been great. Being able to view the parent post in Sprinklr quickly has been awesome.,Sometimes I've seen a 1-3 minute delay of posts being assigned to a user out of the 'awaiting assignment' column. Ensuring a post goes back to the person who was most recently speaking with the poster. I wish individual users had more autonomy to make changes that would only show up for that person, not the whole group. Maybe within settings, or organizing your own dashboard.,10,It's made our team much more efficient. Using it to train new teammates is clear, since the design is so clean. We've had great support from our Sprinklr Reps.,8,My role for my company is limited to customer support, so I haven't had the opportunity to use Marketing or anything like that.,1,000 to 5,000 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.,9,7The 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.,4
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Sprinklr Modern Care
33 Ratings
Score 7.6 out of 101
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Sprinklr Modern Care Reviews

Sprinklr Modern Care
33 Ratings
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Score 7.6 out of 101

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Sri Musunuru profile photo
Score 7 out of 10
Vetted Review
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Use Cases and Deployment Scope

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.
Read Sri Musunuru's full review
No photo available
August 23, 2019

Sprinklr Review

Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

My team uses Sprinklr specifically for interacting with posters on Facebook and Twitter, with Instagram as well hopefully in the future (we're waiting to find out something about DMs pulling in). It's also used by the Marketing arm of Social Care to schedule posts. We use a lot of the reporting features to collect data to make our customers' experience even better. It also gives leadership a kind of "roadmap" of pain points.
Read this authenticated review
No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
Read this authenticated review
No photo available
August 05, 2019

Sprinklr review

Score 9 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

[Sprinklr Modern Care is] Used by the marketing department regionally supporting our social media strategic decisions.
Read this authenticated review
No photo available
Score 8 out of 10
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Use Cases and Deployment Scope

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.
Read this authenticated review
Daved Artemik profile photo
Score 8 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

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.
Read Daved Artemik's full review
Alexandra Gambardella profile photo
Score 8 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

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.
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

Use Cases and Deployment Scope

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.
Read Laura Thomas's full review

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