TrustRadius hard to navigate.Planner view makes managing a monthly editorial calendar very easy, with drag/drop features that allow you to easily move content around to keep your content flexible. By providing an easy to use interface and drafting features we can remove an extra step in our process, create less documents and be more efficient with our time - all adding value back to our client.,UX can be a little hard to navigate when trying to import/edit/manage social accounts.,Easy workflow makes for efficient approval and streamlined process to engage with our audience.,7,8Last used in 2011. Good functionality, some usability issues.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.,6,6,3,3,social media publishing social media monitoring social media measurement social media customer service management social media spam filtering and removal,,Implemented in-house,6,Online training In-person training Self-taught,7,8,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,8,4,7,9,Get Satisfaction.,Best social media management software I've used.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.,10,10,8,0,Direct sales Customer Service Advertising Marketing Social Media Management,,,Vendor implemented,10,Online training,10,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,10,9,9,10,No,,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.
Sprinklr Modern Engagement (formerly Social + Messaging Suite)
131 Ratings
Score 7.8 out of 101
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Sprinklr Modern Engagement (formerly Social + Messaging Suite) Reviews

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Sprinklr Modern Engagement (formerly Social + Messaging Suite)
131 Ratings
<a href='' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 out of 101

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Score 6 out of 10
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Likelihood to Renew

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.
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Likelihood to Renew

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.
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Feature Scorecard Summary

Boolean keyword searches (28)
Filtering out noise/spam (29)
Sentiment analysis (31)
Broad channel coverage (29)
Content planning and scheduling (29)
Audience targeting (27)
Content optimization (25)
Workflow management (27)
Automated routing and prioritization (28)
Customer interaction histories (29)
Bulk actions (28)
Lead generation (17)
Content marketing (21)
Paid media management (16)
Campaigns and promotions (19)
Twitter (33)
Facebook (31)
LinkedIn (22)
Google+ (18)
Instagram (30)
Pinterest (18)
YouTube (22)
Campaign success analytics (30)
Real-time tracking (32)
Competitor analysis (22)
Role-based user permissions & privileges (31)
Mobile access (27)

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) Features

Listening/monitoring Features
Has featureBoolean keyword searches
Has featureFiltering out noise/spam
Has featureSentiment analysis
Has featureBroad channel coverage
Publishing Features
Has featureContent planning and scheduling
Has featureAudience targeting
Has featureContent optimization
Has featureWorkflow management
Engagement Features
Has featureAutomated routing and prioritization
Has featureCustomer interaction histories
Has featureBulk actions
Marketing Features
Has featureLead generation
Has featureContent marketing
Has featurePaid media management
Has featureCampaigns and promotions
Channel coverage/integration Features
Has featureTwitter
Has featureFacebook
Has featureLinkedIn
Has featureGoogle+
Has featureInstagram
Has featurePinterest
Has featureYouTube
Reporting/analytics Features
Has featureCampaign success analytics
Has featureReal-time tracking
Has featureCompetitor analysis
Account management Features
Has featureRole-based user permissions & privileges
Has featureMobile access
Additional Features
Has featureActivate social chatter into real-time insight and engagement
Has featureOrganize relevant content for the most impactful audience, time, and channel
Has featureEasily moderate high volumes of daily conversations and personalize engaging messages
Has featureAutomatically optimize paid budgets and consolidate reporting across channels
Has featureUnderstand social audiences more deeply, segment them, and motivate advocates
Has featureGain insight on all social activities at aggregated and granular levels

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

Google Analytics, Bitly, Marketo, Salesforce, Omniture

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Competitors

engagementlabs esuite, Hootsuite, Oracle Social Cloud, Radian6, Sendible, Viralheat, MavSocial, Adobe Social, Khoros Marketing (Formerly Spredfast + Lithium), Interactions Digital Roots (formerly ENGAGE), Salesforce, Oracle Social


Does not have featureFree Trial Available?No
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?No

Pricing is configurable based on enterprise needs.

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Customer Size Distribution

Small Businesses (1-50 employees)
Mid-Size Companies (51-500 employees)
Enterprises (> 500 employees)

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Support Options

 Paid Version
Social Media
Video Tutorials / Webinar

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
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