June 24, 2019
https://media.trustradius.com/product-logos/p5/3A/76E410UOZWOB.PNGSprinklrSprinklr Modern Care helping us meet or exceed the expectations of the travelling public2019-06-24T23:03:13.576ZWe 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 weekGregory HounslowSprinklr Product Review2019-05-15T02:26:09.532ZWe 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 weekSri MusunuruSprinklr Review2019-08-23T22:55:53.000ZMy 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 weekVerified UserExceeding Expectations with Sprinklr Modern Care2019-08-16T22:16:29.767ZMy 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 weekVerified UserSprinklr Modern Care Review2019-08-13T15:14:50.843ZManaging social channels.,Complexity Details Well-thought,Hard to use.,3,Better social media management.,5,Social media engagement.,,Not availableVerified UserSprinklr review2019-08-05T14:50:57.279Z[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 availableVerified UserSprinklr Care Support2019-05-17T18:43:49.498ZUsed 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 weekVerified User
Sprinklr Modern Care
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Reviews (1-7 of 7)
May 14, 2019
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August 05, 2019
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