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Sprinklr Social

Sprinklr Social
Formerly Sprinklr Social Engagement & Sales

Overview

What is Sprinklr Social?

Sprinklr Social’s platform empowers enterprise teams of all sizes to deliver a consistent brand experience across 35+ digital and social channels to drive engagement and revenue, with capabilities across publishing, engagement, listening, analytics, employee advocacy, influencer marketing and commerce. Content…

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Recent Reviews

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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 27 features
  • Twitter (52)
    9.1
    91%
  • Instagram (51)
    8.7
    87%
  • Facebook (52)
    8.3
    83%
  • Real-time tracking (52)
    8.1
    81%

Reviewer Pros & Cons

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Pricing

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Sprinklr Social Advanced Plan

$299

Cloud
per month per seat

Sprinklr Social Enterprise Plan

Contact Us

Cloud

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.sprinklr.com/pricing/social…

Offerings

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

Starting price (does not include set up fee)

  • $299 per month per seat
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Features

Listening/monitoring

Using complex keyword searches to surface insights from social media conversations.

7.7
Avg 7.7

Publishing

Scheduling posts to various social media channels and profiles from one interface.

8.1
Avg 7.9

Engagement

Engaging with customers and responding to comments and inquiries via social media channels.

7.7
Avg 8.1

Marketing

Using the software to increase customer engagement and grow customer base via social media channels.

6.9
Avg 7.7

Channel coverage/integration

Effective integration with social media networks, including the ability to monitor, publish and respond.

8.5
Avg 8.5

Reporting/analytics

7.6
Avg 7.8

Account management

Users can manage access to multiple social media accounts.

7.4
Avg 8.2
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Product Details

What is Sprinklr Social?

Sprinklr Social’s platform empowers enterprise teams of all sizes to deliver a consistent brand experience across 35+ digital and social channels to drive engagement and revenue, with capabilities across publishing, engagement, listening, analytics, employee advocacy, influencer marketing and commerce.


  • Content planning and scheduling using an editorial calendar, with a digital asset manager and the ability to publish across channels at AI-recommended times with an omni-channel publisher

  • Engaging, platform-specific content can be generated instantly with Sprinklr AI+

  • Audience engagement across 35+ social and messaging channels using a unified inbox

  • AI-powered classification to analyze sentiment and intent of the inbound messages and engage with AI Smart Response, Smart Compose, and auto-responses

  • Performance analysis across owned, earned and paid media, integrating data from multiple sources into a unified report and get on-demand or routine access

  • More granular business insights with custom metrics and out-of-the-box dashboards

  • AI-powered, critical insights across brand health, campaign performance, and competitor benchmarking

  • To amplify reach employees can share branded content, leveraging user-generated content and engaging influencers

  • Enterprise-grade granular & customizable compliance and approval workflows for unique business needs



Sprinklr provides social media management for brands. Sprinklr Social’s self-serve plan is a comprehensive social media management solution, with a simplifed interface, built-in listening, OpenAI’s ChatGPT integration and features for better planning, publishing, engagement, and analytics.


Larger, distributed teams with needs across insights, marketing and customer service can leverage Sprinklr Social’s Enterprise offering for advanced customization, wider channel coverage, global governance and in-depth analytics with custom metrics.


Sprinklr Social also comes pre-packaged with Sprinklr AI, for specific nuanced tasks such as sentiment & intent analysis, obtaining insights from large unstructured data and recommending relevant actions for managing customer experience.

Sprinklr Social Features

Listening/monitoring Features

  • Supported: Boolean keyword searches
  • Supported: Filtering out noise/spam
  • Supported: Sentiment analysis
  • Supported: Broad channel coverage

Publishing Features

  • Supported: Content planning and scheduling
  • Supported: Audience targeting
  • Supported: Content optimization
  • Supported: Workflow management

Engagement Features

  • Supported: Automated routing and prioritization
  • Supported: Customer interaction histories
  • Supported: Bulk actions

Marketing Features

  • Supported: Lead generation
  • Supported: Content marketing
  • Supported: Paid media management
  • Supported: Campaigns and promotions

Channel coverage/integration Features

  • Supported: Twitter
  • Supported: Facebook
  • Supported: LinkedIn
  • Supported: Google+
  • Supported: Instagram
  • Supported: Pinterest
  • Supported: YouTube

Reporting/analytics Features

  • Supported: Campaign success analytics
  • Supported: Real-time tracking
  • Supported: Competitor analysis

Account management Features

  • Supported: Role-based user permissions & privileges
  • Supported: Mobile access

Additional Features

  • Supported: Engagement Dashboards
  • Supported: Display
  • Supported: Advocacy
  • Supported: Influencer
  • Supported: Gallery
  • Supported: UGC
  • Supported: Ratings & Reviews
  • Supported: AI Engageable / Non-Engageable
  • Supported: Message Intent
  • Supported: Smart Responses
  • Supported: Conversational Bots
  • Supported: Canned Responses
  • Supported: Quick Publisher
  • Supported: Link Shortener
  • Supported: Asset Manager
  • Supported: Editorial Calendar
  • Supported: Distributed
  • Supported: Approval Workflows
  • Supported: Response Compliance
  • Supported: Stop Publishing Rules
  • Supported: 35+ social and messaging channels supported
  • Supported: Distributed
  • Supported: Rule Engine
  • Supported: Display screen programming
  • Supported: Website Social Gallery
  • Supported: Ratings and Reviews
  • Supported: Reporting - Value Realization

Sprinklr Social Video

Sprinklr Social - Engaging with people mentioning a brand.

Sprinklr Social Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, Mobile Web
Supported Languages65 supported languages, including English, French, Italian, German, Russan, Spanish, Simple Chinese, Japanese, and Portugese

Frequently Asked Questions

Sprinklr Social starts at $299.

Hootsuite, Salesforce Marketing Cloud Social Studio (retiring), and Sendible are common alternatives for Sprinklr Social.

Reviewers rate Twitter and YouTube highest, with a score of 9.1.

The most common users of Sprinklr Social are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(164)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
  • Enterprise wide management and reporting tools.
  • User interface is not as intuitive as I would like.
  • The ability to have all our teams on one tool allows us to leverage economies of scale and simplify metrics & reporting.
We just renewed our contract.
100
Marketing, Support, Partners, Global
  • Sprinklr plays a huge role in the overall success of our social efforts. Our agencies use Sprinklr to share or suggest content to our community managers who can modify, publish and track the impact of these ideas in relationship to current campaigns. The “suggested content” tool is actually a feature that I advocated for Sprinklr to build, and we now use it regularly. We also take advantage of Sprinklr to tag both inbound and outbound messages based on topic, priority, product line or campaign for detailed reporting and insights across teams. These are just a few examples of how we use Sprinklr on a daily basis.
In order to find the best vendor to serve our current needs, we looked at a number of options. After a comprehensive evaluation, we decided to continue our partnership with Sprinklr because of its focus on larger enterprise companies and ability to cater to Cisco’s needs.
  • Implemented in-house
We were able to get all of our key stakeholders on board and they are happily using the product.
  • Online training
  • In-person training
  • Self-taught
No I do think additional training is needed to understand all of the features that are available.
We have a unique YouTube set-up that Sprinklr built a customization around, to allow us to have multiple users upload videos to their own playlists
Yes
We pay for Success Management.
Good support overall.
The product isn't as user friendly and intuitive as I would like.
Sprinklr has been very reliable in this area.
  • Radian6
We'll be exploring this in the next year.
We've had a great relationship with Sprinklr from day one. As one of Sprinklr's first customers, we have a direct line to the CEO Ragy Thomas, who was very involved in the initial deal. Sprinklr has grown and changed over the years, but its commitment to our success and partnership has never faltered.
As an early customer, we were able to get great rates. My advice? Get in early!
Score 6 out of 10
Vetted Review
Verified User
  • Can manage many different social accounts in one centralized platform.
  • Effective for setting up a social media customer service process.
  • Effective for pre-loading scheduled content.
  • Has a customizable link shortener to track clicks.
  • Allows for many team members to access social media publishing, monitoring and reporting.
  • Captures useful engagement data.
  • Very customizable with tagging.
  • The user experience is clunky.
  • Engagement data was sometimes inconsistent with similar data available from other sources.
  • Frequent bugs.
  • Streamlined social account management.
  • Quick access to data to inform social media business decisions.
  • Ability to coordinate with customer service team to handle issues surfaced through social channels.
Despite a very robust and customizable system, the bugginess and the clunky user experience were frustrating. It has been about a year since I last used Sprinklr, however, and because they do work closely with clients I remain hopeful that constant improvements to the platform are taking place. I have found other products that are "prettier" and easier to use, but they lack a lot of the features that Sprinklr offers. It's a mixed bag.
It was nice to work directly with the product lead. Despite some growing pains with the platform at the time when we were using it on behalf of a client, I would give Sprinklr another chance. I loved a lot of the features, but when data was unreliable, that was a major issue.
3
Social media strategy & analytics
3
We had three strategists/analysts using the product for measurement and providing feedback to the client and directly to the vendor
  • social media publishing
  • social media monitoring
  • social media measurement
  • social media customer service management
  • social media spam filtering and removal
Spredfast
  • Implemented in-house
I wasn't really a part of the process, so I don't have any insight
  • Online training
  • In-person training
  • Self-taught
I don't recall our training in detail. I know we met in person a few times, and did some over-the-phone product walk-throughs. It may have been somewhat informal -- I don't recall having any takeaways to refer to.
Very personal attention
Not particularly easy. Some stuff was intuitive, other features needed some direction since the UX was not always ideal.
Some features were added or adjusted per our request; a custom whitelabel was created for publishing to Facebook
Yes
Sprinklr is a premium platform that works closely with its customers, and therefore has bigger but fewer customers.
They were willing to work closely with us to resolve issues, which was good. I appreciated the direct communication. Issues were not always resolved quickly, but at least we were kept informed of progress.
My biggest frustration with Sprinklr was the usability. The features were usually there, but not always easy to navigate. My use of the product was primarily for analytics, so I'm biased towards the need to access social engagement metrics. Sprinklr collects a lot of this data, which is great, but accessing it was complicated and divided up into separate modules that had you looking at the data from so many different viewpoints, it was hard to remember which was best or how you got there. And because it was collecting its own data and also collecting Facebook Insights data, there was confusing overlap.
I don't recall any downtime, though bugs in its ability to collect data or present data were somewhat common.
Monitoring capabilities were real time, which is essential.
  • Get Satisfaction.
At the time we were discussing it, Sprinklr did not support Get Satisfaction integration to the best of my knowledge.
We were not a part of the sales process. Post sales they were very available to field our questions and requests.
Score 10 out of 10
Vetted Review
Verified User
  • Sprinklr allows larger companies to streamline their social media efforts, grow business functions through organized and governance-centric functionality, and most importantly study and analyze the effect of your social media efforts on business objectives.
  • The platform is highly flexible and customizable. By comparison, both Sprout and Radian6 feel a lot more constrained. For example, we went through many workflow design iterations until we found a workflow that works perfectly for our team. This was a huge advantage for us, even if there was a significant investment in time. It took almost 5 months of constant iteration to get the workflow we wanted, but that investment was worth it in terms of operation efficiency down the line.
  • Scalability: We grew our team from two to 9 relatively quickly. It was quite easy to manage assignment of incoming messages to individual team members and subsequently manage the entire process to message archival across a large tea,. While other products also have team functionality, this is a particular strength of the Sprinklr platform.
  • Additionally, I have been very happy with the governance aspects. It's easy to build in approval workflows such that outbound messages are routed to me for approval before they are posted.
  • There are still some user-friendliness issues, however those seem to be getting worked out with the release of a new version.
  • The new user interface (which was just rolled out) solves some usability issues by simplifying message classifications and allowing us to do more self-service customizations. In the previous version, we were more reliant on Sprinklr to build out some of the dashboard customizations we needed. Things are definitely improving in this once problematic area.
  • Through the use of this software we have been better able to tailor and manage our messaging to passengers in order to drive sales. We usually see an ROI of at least 20:1 per month. This measurement does not include the ability it gives us in terms of customer service recovery as that is tougher to measure.
  • It's not so much that Sprinklr does things here that Radian6 did not do. It's more that Sprinklr allows us to track things like click-through rates at different times of the day, and to track performance of geo-targeted messages in an automated way. A big issue for us is understanding when to segment messaging through geo-targeting and when to push out blanket messages. Sprinklr has allowed us to test many different scenarios and to better understand what kinds of messages work best for what kinds of offers.
  • As a result, our messaging is now a lot more targeted than it was resulting and we have established a direct correlation between more targeted messaging and higher revenue. We are now able to track the ROI on each specific offer direcktly from the Sprinklr dashboard.
The relationships I've built with Sprinklr are the main reason I would renew our contract. Every employee is passionate about social media and passionate about helping big brands engage with their community. In addition, this is the best software I have used. The amount of data available on the back-end allows me to pull reports for any scenario I can dream of and tie them into our other marketing and customer service efforts.
8
Marketing, Advertising, Social Media, Customer Service/Customer Relations, PR
0
  • Direct sales
  • Customer Service
  • Advertising
  • Marketing
  • Social Media Management
Radian6
We looked at Sprout Social, Salesforce Marketing Cloud, & SocialEngage.

Sprout Social and EngageSocial are good products for mid-market organizations with relatively simple needs. They have excellent monitoring / listening capabilities, but less robust reporting capabilities.

In general, Sprinklr's technical functionality far surpassed the other products, especially for larger organizations such as my own. Reporting is particularly important to us because we collect data from a variety of sources, including our ad serving technology, and want to be able to report on it in detail. We need to understand not just simple metrics like number of followers, number of re-tweets,etc. but also more complex metrics like impressions / unique views and reach.

The Sprinklr reporting dashboard allows us to track all of these metrics and to customize the dashboard in exactly the way we want. The almost limitless customizability is great, but comes with a price: There is a steep leaning curve. Platform flexibility comes at the price of some user friendliness - Radian6 was definitely a bit more intuitive.

Also, SocialEngage was a relatively new offering following the acquisition of Co-Tweet by ExactTarget and we did not want to be the guinea pigs for this new product.

Sprinklr's client base spoke for itself and once testing of the software began I was extremely pleased with the governance, ease of use, and robust functionality of the program.

Another important reason emerged during the sales process. I picked Sprinklr largely because the sales team was extremely thorough in addressing all of my requirements and was interested in building a relationship with me instead of just selling me a product.

  • Vendor implemented
Implementation was painless. Once I gave Sprinklr my wish list of functionality they worked hard to meet those goals and then subsequently train me and my team on them.
  • Online training
Through multiple webinars, easily accessible training documents, and ad-hoc sessions with my account manager I am never left in the dark when I have a question.
Customization was mainly to improve workflow and reporting. It helped us match our current process flow and lessened the uptake time for our agents. Also, the customization allowed us to track and report our results to the fullest extent.
No
To my knowledge, all clients get access to the same level of support.
Customer service is great and a real differentiator. The service team is always available, and will work to resolve your issue quickly, efficiently and fully.
Usability was somewhat less than completely intuitive, although he training provided by Sprinklr at implementation as well as ongoing was quite effective. Customizability implies a real learning curve, but we have always found the Sprinklr team to be more than helpful. In addition, usability is gradually improving with each new release.
Uptime has not really been an issue. They are hosted on Amazon and we did have one major downtime event that was caused by Amazon. But since this affected many other vendors, iit is not really a Sprinklr problem.
Perfornace is not aan issue. The issues/bugs with this software are few and far between. And when one pops up the 24/7 support team is helpful, quick and informative.
  • No
N/A
The easiest I have ever had the pleasure of doing business with. They are always available, pleasant to work with, and truly put the client first.
1 year contract, with an opt-out option given with notice. There was nothing much to negotiate as they identify your needs and usually come back with an offer that you will be happy with. Make sure to be upfront and honest about your business objectives and they will deliver what you've asked for.
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