Sprinklr Modern Care

Sprinklr Modern Care

About TrustRadius Scoring
Score 8.3 out of 100
Sprinklr Modern Care

Overview

What is Sprinklr Modern Care?

Modern Care is a digital-first, proactive customer experience solution that lets brands analyze billions of conversations in real-time. Sprinklr’s AI engine taps into conversations across chat, social, messaging, email, SMS, voice, and video to identify intent and sentiment, using self-service...

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Recent Reviews

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
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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How Sprinklr Modern Care Differs From Its Competitors

Sprinklr Unified Platform

Our company used all products by Sprinklr except the Advertising platform which in actuality is also a very good tool and makes it a complete package
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Sprinklr Unified Platform

We benefited greatly from the platform as all of our data collection and research can be done at the same time. This means that we have our staff free up some time they can spend on other projects. It also has benefits as the platforms links to the different products, which means time and other …
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Sprinklr Unified Platform

Having a unified system allows our company to use one platform for all needs, whether it be social listening, paint social content scheduling, community management, content calendar management, social care representative SLA monitoring or brand protection - these are all things which are not …
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Sprinklr Unified Platform

While I am not the most familiar with this section of the Sprinklr suite, I do know that the rapid responses to our customers made possible by Sprinklr are appreciated by them. I often hear customers surprised that we responded to a concern they posted on social media. This would not be possible …
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Sprinklr Unified Platform

As a company with multiple brands, we can see all the social media interactions of our customers with our other brands. This helps us a lot to find the right person to contact to answer the request and in assessing customers' reactions in some cases. We also can set some properties to evaluate …
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Sprinklr Unified Platform

So far I've mainly been using modern engagement as we are still quite new to the platform. I find it useful that everything is in one place and love the aspect of having multiple tabs open so I can switch between scheduling to reporting in a matter of seconds.
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Sprinklr Unified Platform

In addition to Sprinklr Modern Care, our company uses Sprinklr for other functions--particularly posting and market research. We publish social media posts on organic channels via Sprinklr and also do market research via social listening (dashboards, presentations, graphs, charts, competitor …
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Sprinklr Unified Platform

Marketing was the main function that benefited from this platform. Being an international company, brand consistency in our marketing is key. And this was the main benefit we achieved through using this platform.
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Sprinklr Unified Platform

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.
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Sprinklr Unified Platform

With platform integrations we can benefit with more productivity to our users. We have a single source to manage our customers through Social Media.
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Sprinklr Unified Platform

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 …
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Sprinklr Unified Platform

Yes, we use Social + Messaging and Research. These are best-in-class social media management tools which are user-friendly and technically robust.
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Reviewer Pros & Cons

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Video Reviews

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Pricing

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What is Sprinklr Modern Care?

Modern Care is a digital-first, proactive customer experience solution that lets brands analyze billions of conversations in real-time. Sprinklr’s AI engine taps into conversations across chat, social, messaging, email, SMS, voice, and video to identify intent and sentiment, using self-service…

Entry-level set up fee?

  • No setup fee

Offerings

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

Would you like us to let the vendor know that you want pricing?

6 people want pricing too

Alternatives Pricing

What is Zoho Desk?

Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.

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What is Sparkcentral, by Hootsuite?

Sparkcentral by Hootsuite is a social customer care solution that aims to let users keep a personal touch, as a cloud-based customer engagement platform that caters specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service.…

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Product Demos

Introduction to Modern Care
01:41
Introduction to Importance of team collaboration
02:01
Introduction Increase agent productivity through call deflection and AI driven efficiencies
02:06
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Product Details

What is Sprinklr Modern Care?

Modern Care is a digital-first, proactive customer experience solution that lets brands analyze billions of conversations in real-time. Sprinklr’s AI engine taps into conversations across chat, social, messaging, email, SMS, voice, and video to identify intent and sentiment, using self-service and automation to solve problems quickly and deliver better experiences.

Users can resolve issues using customers’ full history across channels and leverage AI to empower agents with the best responses. The solution is equipped with real-time contact center analytics that uncover actionable insights to trigger improvements in proactive care, reducing inbound contact volume.

Sprinklr Modern Care Features

  • Reduce Churn: AI Model for Sales Intent, Automated Tagging, Automated Routing, Care CSAT Detection, FB Ads Click-to-Messenger, Knowledge Base, Community, Omnichannel Reporting
  • Decrease Costs: Surveys, Smart Responses, Canned Responses, CRM Integration, AI Engageable/Non-Engageble, Integrated Chat Bots, Community
  • Increase Customer Satisfaction: Message Intent, Assignment Engine, Message Intent, Automated Tagging, Agent Console, Supervisor Console, Omnichannel Reporting, Journey Facilitator, Smart Compliance, Automated Customer Authentication, Audit Checklist, Approval Workflows, Listening Themes, Care CSAT Prediction, Macros for Escalation

Sprinklr Modern Care Lite

Try unified, AI-powered customer service software for free. Sprinklr Modern Care Lite is an out-of-the-box, enterprise-grade contact center solution you can roll out in just minutes — freeing you to focus on meeting your customers’ expectations, instead of digging through reports or training your teams.

Sprinklr Modern Care 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 Modern Care Videos

"As a modern care agent, I am tasked with resolving the ever increasing volume of new cases on any given day while simultaneously ensuring my customers have a positive experience. Luckily, Sprinklr provides me the tools to do my job efficiently and effectively."
"As a Care Agent in today’s market, the only lasting differentiator is customer experience so it’s important that I not only resolve customer issues but find opportunities to surprise and delight. To do this consistently, I need to easily collaborate with my team and superviso...
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- Deliver Omni-channel care to customers across digital channels - Implement AI based self care to resolve repeated queries - Identify entry points to deflect customers to modern channels - Automate your customer authentication process to save time - Use AI to Empower your agents and improve their productivity

Sprinklr Modern Care Integrations

Sprinklr Modern Care Competitors

Sprinklr Modern Care Technical Details

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

Frequently Asked Questions

Qualtrics XM Discover, Verint Messaging, and Zendesk Support Suite are common alternatives for Sprinklr Modern Care.

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

The most common users of Sprinklr Modern Care are from Enterprises (1,001+ employees) and the Computer Software industry.
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Comparisons

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Reviews

(1-23 of 23)
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May 24, 2022

Longtime user

Score 9 out of 10
Vetted Review
Verified User
  • Fast download of real time entries.
  • The possibility of applying detailed categorization.
  • The possibility of applying detailed sentiment of messages.
  • The possibility of sending the NPS survey.
  • Sentiment - should be more visible, less clicks.
  • Status changes when user is log out - repair bug.
  • Sometimes we have problems with incurring cases.
Score 8 out of 10
Vetted Review
Verified User
  • Great overview of which messages, comments, mentions etc. got answered already
  • Good overview for teams to see who's already working on single cases
  • Nice way to build our own individual dashboards with all information each of us needs
  • Nice tools to interact with customers
  • Better message histories and mentions on Twitter
  • More filters for dashboards (e.g. hide already assigned cases) etc.
  • Combining of multiple messages from the same customer in dashboard view
Score 7 out of 10
Vetted Review
Verified User
  • Great editorial calendar for scheduling
  • Great reporting tools that provide a variety of real time insights
  • I like that you can like and respond from different social accounts with just a few clicks
  • I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
  • You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
  • I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.
Score 7 out of 10
Vetted Review
Verified User
  • Quick identification of customer service issues on social media
  • Ability to respond quickly to customer service issues on social media
  • Opportunity to respond on-platform
  • Filtering through social posts for legitimate issues vs. noise
  • Not all posts should be handled by customer service specialists.
  • Not all posts are from legitimate customers.
August 23, 2019

Sprinklr Review

Score 10 out of 10
Vetted Review
Verified User
  • 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.
Score 8 out of 10
Vetted Review
Verified User
  • 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
Score 10 out of 10
Vetted Review
Verified User
  • 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.
Score 8 out of 10
Vetted Review
Verified User
  • 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.
Daved Artemik | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • The Sprinklr Modern Care 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 Sprinklr Modern Care, 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.
  • Sprinklr Modern Care 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.
  • Sprinklr Modern Care 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 Sprinklr Modern Care, 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.
Score 7 out of 10
Vetted Review
Verified User
  • 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.
Steve MacLaughlin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
Alexandra Gambardella | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • 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: Sprinklr Modern Care 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.
August 03, 2014

Get Satisfied!

Laura Thomas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Transparency—Sprinklr Modern Care 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.
Jenna Forstrom | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
  • 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.
Score 10 out of 10
Vetted Review
Verified User
  • 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 Sprinklr Modern Care - but it may not have a direct record match in Salesforce.com. The integration that exists with Salesforce.com is just for ticketing.
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