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 weekGot 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.,9,7Get Satisfaction Lives Up to Its NameSystem 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.Excellent product but mobile is weak.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.,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.Absolutely fantastic tool!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 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.
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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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August 23, 2019

Sprinklr Review

Score 10 out of 10
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Support

8
I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.
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Score 8 out of 10
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Support

7
It takes time to reach the Sprinklr customer service team at times. It would be helpful to have a pop up chat as a feature on the website. Live chats would help with one-off questions - similar approach as Facebook when it comes to questions regarding our paid ads. We simply click a 'help' button and then we are given a number in the queue to meet with a live chat rep.
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Score 8 out of 10
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Support

7
My experience with support has been limited, as the support issues I have had revolved more around functionality. In keeping with their primary message and goal of community facing support models, Get Satisfaction uses their own product to manage support requests, including, but not limited to the traditional bug reports, feature requests, and general Q&A. Their response is generally positive but I have experienced significant delays in follow-up for past requests. It's also been difficult to get information on when bug fixes or expected features would be delivered in a product version, but I have eventually received an answer on that. One significant roadblock we had as a missing feature had to be forward to our account rep to get follow-up but once that step was taken they were very responsive. The feature made it in to the product eventually, but it was a significant time (~1yr) later. Overall the people have been friendly and helpful, and I have never had a rude experience that made me regret using the product.
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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