Reviews (1-25 of 62)
- Customization - Through Sprinklr's rules and robust custom field creation, you really can create a lot of customization for every facet of your business.
- Listening - Their Listening Engine and Explorer are fantastic ways to proactively find engagement-friendly conversations, in addition competitively research your brand.
- Care - Using their case formatting, messages and customer contacts can be routed and assigned easily to available reps, and their bot builder can help to automate your contacts without sacrificing a personal touch.
- Bulky - There's a lot to work with, which can be good for some and daunting for others. Training is needed.
- Pricing - The platform is robust, but there are additional modules that each cost money. (Care cloud, Listening, etc. are all separate costs)
- Customizable -- If you can figure it out, Sprinklr can do anything.
- There are tags and unlimited ways to track your content.
- It speeds up community management considerably.
- The reps are utterly useless and have not been able to explain their own product.
- The language/naming of features in unreasonably complicated, and it doesn't use the terms we use in the industry. This makes it hard to find out how to do new processes.
- It's not user-friendly and difficult to set up from scratch.
- Moderate ability. The ability to moderate copy before it goes live.
- Ability to create tags and implement tags to make reporting easier.
- Ability to view and customize reporting.
- Engaging. Very difficult to easily engage with users on the actual platform. The native platforms remain to be easier for the exceptions of Facebook.
- Still, a lot of limitations and not all native features make them into Sprinklr so you have to rely on the native platform.
It gives the convenience of publishing content, monitoring, and analysing conversation sentiments.
- I think the flexibility and scale you get with Sprinklr Modern Engagement is unmatched. Each inbound section monitoring in column view is quite easy to scroll through.
- Assets management helps us a lot to share or re-use creative content created across the continents. It gives performance insight as well to select most interactive content for your own usage.
- Reporting is another area where we see immense possibilities. Post engagement breakdown is quite useful.
- We face issues in reporting module particularly that publishing tagged content should be synced with reporting tags which would help analyse content more deeply.
- Unavailability of paid and organic posts segregation is another issue in reporting.
- On Twitter, reporting dashboard shows RT and tweets as outbound brand posts which creates confusion at a summary level. If you download report it gets segregated.
- Facebook or Insta stories are not covered in reporting.
- Instagram video views not captured in reports.
- Live video cannot be moderated in the engagement module.
But on the flip slide it is difficult to publish Live content on various platforms like Instagram particularly.
There is no Alert creation in this module. If any conversation hike you cannot get instant notification for the same.
Broadly, as a solution its good for large enterprises where a brand need to manage multiple locations.
- Track engagement across Instagram Video and Photos
- Determine whether Instagram Stories, Video or Photos receive more engagement
- Better understand what days of the week are optimal for us to post content
- Sprinklr unfortunately does not allow for integration with Tableau or Excel. We had a bunch of different data management tools, so it was hard to juggle all of the various sources
- Sprinklr can be limited in creating custom functions or tables
- All basic functions are very user friendly. Onboarding time is minimal. If I give access to someone (even if they are not social savvy), I am confident they will still be able to use the platform.
- The ability to build custom dashboards is a huge time saver. For instance, you can create a dashboard to look at all your social media inboxes (Facebook, Twitter, Instagram...) all on one screen.
- The audience profile function is interesting - it allows you to capture unified consumer data, interests, interactions across all your social channels. This is a useful feature for us when looking for influencers or super fans.
- Overall, Sprinklr rewards users to do a lot of digging on their own to get to the more in-depth functionalities. For instance, the asset manager feature leads you to a dashboard with all the content you ever published but doesn't tell you what to do next or how to organize it
- Sprinklr offers basic social listening features, but it is much more limited than other pure social listening players like Crimson Hexagon or Brandwatch. It is perfectly usable for a quick search but I wouldn't recommend it as your sole social listening platform
- Easy mobile app for quick posting and moderation
- Campaign and sentiment tracking
- Easy to understand for non tech people
- Built in sentiment tracker isn’t as sophisticated as it could be, almost all comments come up as neutral and need to be manually changed
- Better communication between advertisers and social platforms. There are needs we have and we’d like to be able to help start those conversations with the publishers (ie. Instagram API connections)
- Mobile app alerts for comments and posts
- We can reach out to more customers with social media.
- We will address issues within an hour for most problems unless there is a big outage affecting many customers.
- I can't think of any at this time.
- Collaboration within the organization and the channel partners is seamless (it's the single source of truth for social activities).
- It has streamlined compliance in regards to GDPR.
- The customer Service is strong and prompt.
- The user Interface can be confusing. We often need to hop on a call to better understand it.
- High customizability can sometimes cause discrepancies between reporting and/or processes on different accounts.
- Different users have different permissions.
- Monitoring is robust and we're confident in the results.
- Governance is detailed and allows us to craft specific roles and levels of access.
- All features that are generally available via social channel APIs seem to be available in Sprinklr.
- Reporting capabilities are robust and meet our needs, although they can be a bit overwhelming in their complexity.
- Governance roles are complex, and it takes time to gain familiarity.
- Reporting options are very robust, but the explanations of data points are sometimes lacking in granularity.
- The support system can be challenging in terms of communications. Sometimes it is tricky to get everyone on the same page as to what an issue is, and weeks can go by before it is fixed.
- Social customer support
- Customizing dashboards
- Community management
- Social care
- Like most enterprise-level social media platforms, the learning curve is steep
- There are so many options that it can become overwhelming.
- It's pretty expensive relative to other tools.
As we explored the tool more, we realized how powerful the analytics and reporting modules within it were and our reporting team was so happy with both the readily made graphs and the raw data they could extract from the listening module.
- Pre-made routes to direct inquiries to the right departments.
- Team collaboration functionalities.
- Reporting and analytics are quite robust.
- Quite expensive compared to other tools. Sprinklr is definitely one of the most expensive tools we've used in our agency.
- Some glitches here and there when it comes to viewing thread messages and in a few other places (though the support team was more than happy to help and resolve some of them).
We were able to make full use of the platform for a Telecomm client as they were customer-service heavy. We also recommend it for any similar businesses who are heavy on customer service and community management.
- I like the reporting functionality since it's very interactive and there's a direct connection.
- Sprinklr also seemed pretty easy to use.
- You were able to create custom dimensions within Sprinklr for reporting purposes.
- Because we used Sprinklr for organic and paid posts, it didn't make sense that reporting was separated.
- If certain users or accounts weren't added to the right group, reporting became difficult.
- The way their data reporting is set up allows you to get all types of info needed for tracking. It makes it very easy and to the point.
- The layout is all customizable and easy to sort. It makes finding customer info easy.
- The ability to tag and remove multiple posts makes it easy for large volume responses.
- It’s not as friendly on the customer service side as it is with marketing. In order for it to function without extra steps you need to purchase the newest update every time.
- The response time from their customer service was excessive, especially considering social media is a time-sensitive focus.
- There could be more options for searching through closed or archived posts. It doesn’t always pull what you’re searching for, making it difficult to locate past posts.
- Community Management
- Scheduling and Publishing Content
- The interface is not as user-friendly as other platforms I have used
- The ability to edit responses is not applicable
- Sharing Gifs or videos in community responses are not applicable
- I love that it allows us to have all my essential social tools in one same location
- The social media planner is very useful if you're schedule posts for the upcoming days or weeks
- It shows me the client's comments and feedback from our content. We post a lot of content! Feedback and comments from our clients are essential
- User experience could be improved -- sometimes it lags and it takes a few clicks for something to actually work
- Often times there is a "miscommunication/translation error" when connecting/posting to Facebook. Very annoying and I don't know why it happens.
- The mobile app needs to be improved -- it's slow, it lags. The design is very nice and user friendly but not everything works all the time, such as reporting
- Automated reporting based on consistently tagged content and defined recipients
- Text analytics for location-based review insights
- Understanding sentiment of inbound conversation
- Full-service tool customization
- Tool is difficult to adopt by users non-endemic to social media (the PHD of social software)
- Not a lot of automated or "lite" features for easy enablement
- Enablement involves heavy time commitment and comprehension by internal team
- Social media publishing tools are strong, and it's helpful to see everything in the calendar view
- Social listening tools are great, and the user interface is clean
- Advertising management is very user-friendly
- The sentiment analysis isn't always as accurate as I'd like
- I'd love to see more automation features in the ad management (like automated boosting rules)
- No ability to loop Pinterest posts
The problem that it addresses is 3 folds. It gives us a single platform to maintain and organize everything, does not need to hop in and out of other tools that only do 1 or 2 or the things we do with Sprinklr. The second is that it tracks which user takes any action and allows for approval queues of lower-level employees, interns or agencies, so there is never an issue of something going out that shouldn't, and if it does, we can see who made that incorrect action. Finally, the detailed and customized tagging and filtering lead to in-depth analytics.
- Great customizable tagging features, filters, custom dashboards, etc.
- A great one & done solution.
- Very detailed data available, that is much easier to pull than native reports and often allows for further details unavailable natively (if set up properly. This is time-consuming.
- Horrible customer support. Support teams are uneducated, do not look into cases before calls and frequently close open cases before they are resolved.
- Difficult to set up. Because this platform is so detailed, they are many intricacies. It takes a long time to make it useful. One mistake could give you incorrect data or really mess up the system.
- Complicated when used in varying organizations within a company as changes affect everyone.
The tool would work very well if you have one person on your team designated to management who could keep pushing support and who could assist in building customizations.
- Sprinklr is incredibly flexible. You can export and download any data you'd like, schedule reports to users without licenses, edit the architecture through custom fields/roles/queues/macros/rules, and create customized reports.
- Sprinklr connects all the data that was previously disparate due to niche point solutions. It provides the opportunity to see a richer view of the customer and reach them in ways that were not possible before.
- The enablement team is fun to work with and organized. They help make sense of something that is very new to companies through established processes and procedures.
- Reporting is the best module by far. Very flexible, seamless, and achievable for any user.
- The client success piece is tough. If you have a client success manager, that's fantastic and helpful, but the support team is a little more difficult to troubleshoot issues with.
- The enablement process is a bit flawed. There is not enough testing in the process and the solution ends up being a bit too complex. Simplicity is key. Push the project manager to schedule time specifically for testing.
- While flexibility is a pro in many ways, it's a con. The amount of flexibility brings complexity. There are many ways to achieve one action which does not provide ease-of-use for the end user.
- Publishing - easy to use and integrates with web analytics.
- Listening Dashboards - set up custom listening queries to stay on top of relevant conversations.
- Reporting - design customizable reports tailored to your organization's needs.
- Listening - (full firehose) Probably not the fault of Sprinklr, but because listening is charged based on volume, my organization sets limits on the kind of listening reports we can create.
- Workflows - I have tried team workflows in Sprinklr and found that the process was more cumbersome than helpful.
- Planning - my team actually prefers to use Google Sheets for planning and Sprinklr for publication, listening, and reporting.
Sprinklr Modern Engagement (formerly Social + Messaging Suite) Scorecard Summary
Feature Scorecard Summary
About Sprinklr Modern Engagement (formerly Social + Messaging Suite)
Sprinklr Modern Engagement is the social media management and social media monitoring component of Sprinklr's software platform. Sprinklr is a platform that is designed to manage and enrich customer experiences across multiple social channels and websites. This solution addresses the need to manage the growing number of social channels and their expansive user bases that impact an organization.
According to the vendor, organizations will benefit by using their solution because it enables them to collaborate effectively on social and digital initiatives and speak to each consumer in one authentic, on-brand, and engaging voice across channels.
The vendor says their platform is built on one code base that organically shares data and enables greater agility, rich insights, automated efficiency, and protected security.
Sprinklr Modern Engagement (formerly Social + Messaging Suite) Screenshots
Sprinklr Modern Engagement (formerly Social + Messaging Suite) Videos (6)
Sprinklr Modern Engagement (formerly Social + Messaging Suite) Downloadables
Sprinklr Modern Engagement (formerly Social + Messaging Suite) Integrations
Sprinklr Modern Engagement (formerly Social + Messaging Suite) Competitors
Pricing is configurable based on enterprise needs.
Sprinklr Modern Engagement (formerly Social + Messaging Suite) Customer Size Distribution
|Small Businesses (1-50 employees)||0%|
|Mid-Size Companies (51-500 employees)||0%|
|Enterprises (> 500 employees)||100%|
Sprinklr Modern Engagement (formerly Social + Messaging Suite) Support Options
|Video Tutorials / Webinar|
Sprinklr Modern Engagement (formerly Social + Messaging Suite) Technical Details
|Mobile Application:||Apple iOS, Android, Windows Phone, Blackberry|
|Supported Languages:||65 supported languages, including English, French, Italian, German, Russan, Spanish, Simple Chinese, Japanese, and Portugese|