TrustRadius
https://media.trustradius.com/product-logos/9p/TK/MMTVMVD3N6TA.PNGDigital Media InternSprinklr was used to track the social media accounts for our university. Me and my data supervisor were the primary users and we created dashboards for various content producers such that they could see how their posts were fairing for their audiences. We were able to track engagement with certain kinds of content and determine what the best strategy to optimize our content would be,,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,9,10,I was only an intern for the firm, but I was able to provide quality analysis on social media content. The department has people in their early 20s and 60s and the platform was easy to use for all of them.,8,N/A to my experience as an intern.,A time-saver when your social media presence becomes overwhelmingSprinklr is used to manage all social media channels at my company. I also used it when I was working on the agency side, as it was the preferred platform for some of my clients. Overall, I mostly use Sprinklr to publish social content, oversee what posts colleagues scheduled for our social channels and to see how our channels are performing.,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,7,,Much better global oversight of what's going on social media, for teams that don't necessarily sit together Time saver for community management, with the ability to look at all interactions and messages at a glance,Socialbakers Suite,Slack, TapInfluenceErin’s Sprinklr ReviewSprinklr is used at the corporate level to support brand Facebook and Twitter accounts as well as 250 location Facebook pages. Also used for listening purposes.,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,10,100,Easy to use and has allowed for field adoption Increased sla for responses Tracking sentiment,1,Yes,Sprinklr Modern Engagement ReviewWe are using Sprinklr Modern Engagement to answer our customers via Facebook and Twitter. Our customers will reach out to us when they have a power outage or gas issues. Customers will ask questions on their billing statements, how long will power be out, why power is out, and who to contact for other questions about our services.,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.,9,,None that I can think of.,9,Yes.Sprinklr for Twitter Brand ChannelsSprinklr Modern Engagement has allowed us to interact with our ecosystem through our branded Twitter channels in a way that is compliant with GDPR regulations. It has also allowed for seamless collaboration with our channel partners who are responsible for maintaining the channel. You can then monitor their performance based on our requests/requirements. It's a good collaboration tool.,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.,8,,It's improved the company brand sentiment. It improves brand engagement. It's increased our influencer relationships.,10,I have not utilized Sprinklr in this means.Sprinklr: Robust tool, requires strategic management to get the most benefitWe use Sprinklr internally to manage our department accounts and across our organization in various other departments. It allows us to streamline our social media management operations, monitor issues, and evaluate content performance of our broad audience.,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.,8,47,We're now much more capable of measuring detailed brand sentiment and social content performance across a variety of custom fields.,4,We do not utilize unified platform features to a great extent, but I've seen how they can be helpful from a reporting perspective.,HootsuiteSprinklr: An all-in-one enterprise-level social platform that gets the job done!Sprinklr is an excellent enterprise level social media tool which I've used for everything from publishing and scheduling content, engaging with our communities and creating custom listening dashboards that allow me to share knowledge across our company. It's especially useful as it's an all-in-one platform meaning that it allows different parts of the social program to work together under one program.,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.,8,5,Sprinklr does an excellent job of allowing us to save time and reduce confusion thanks to its ability to streamline content publishing. With everyone having more vision into what's happening, people are saving more time.,Percolate, Khoros Care (Formerly Spredfast + Lithium) and Sprout Social,Opal, Percolate, Simply MeasuredUsing Sprinklr for businesses with heavy customer supportOur team was introduced to Sprinklr when our Telecomm client insisted our team get initiated on it. The platform was easy to onboard as it carries many similarities to all the other social media management platforms. However, one of the things Sprinklr excelled in was their community management, as the whole platform is built around customer service and team collaboration. 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).,7,6,The platform allowed us to serve our client's customers with ease, and reduced customer churn and increase customer satisfaction.Sprinklr reviewWe used Sprinklr for reporting purposes and to see how our paid and organic posts were doing. We used it across the whole organization and we used it mostly for reporting out on Facebook activity. Unfortunately we did not use it to post directly to the UI since Facebook constantly updated its platform (so it was easier to post directly onto Facebook).,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.,4,20,Because of its reporting capabilities, we were able to invest more into channels and campaigns that had a higher ROI.,Datorama,Datorama, Google Data Studio, Tableau DesktopPerks of SprinklrAs a company, we utilize Sprinklr in both our main and corporate offices for multiple social media platforms. It is used for marketing and customer service interactions.,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.,9,30,It’s made it significantly easier to track visits through each platform. The multiple data trackers have allowed us to track popular posts, which allows us to follow that particular direction and increase the volume of sales. It has given us the opportunity to reach out to new customers by listening to feedback.,Spredfast,FileMaker ProSprinklr Management ReviewIt is being used by me and a junior social media coordinator for scheduling/publishing content, obtaining an organized content calendar, community engagement, reporting and analytics.,Community Management Scheduling and Publishing Content Reporting,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,7,2,Not a friendly interface - hard to train other employees since it is confusing Able to schedule content in advance and easily organized Community management organization,Spredfast, Radian6 and Sprout Social,Spredfast, Sprout Social, Radian6Our Marketing team LOVES Sprinklr!The marketing team in our agency uses Sprinklr. It provides us with a social media marketing tool and content management, which is just what we need. It solves the problems or having all accounts in one same platform instead of navigating back and forth. It also helps us get feedback from our clients on our content. It keeps us closer to them and it helps answer any questions they have.,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,9,3,It has saved us time -- our work is much more consistent We don't waste time by looking to every social media platform independently -- we have it all under one platform now,Hootsuite Enterprise, Sprout Social, HubSpot and HubSpot CRMSprinklr is for 360-degree customer experience management. Not just social!Social media is used for all social media outbound publishing, inbound listening, review and reputation management, and location-based insights reporting. It is used by the dedicated social media team and resort guest experience. It allows us to manage outbound post performance, brand sentiment and reputation management.,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,9,200,Using Sprinklr, we have been able to justify a social media team growth of over 200% the last 3 years Sprinklr data is validated and used at the C-Suite level,Spredfast and Percolate,TrackMaven, Slack, Microsoft 365 BusinessA good social media aggregator toolA great way to aggregate social media community management, listening, and advertising.,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,8,4,In general, social media aggregator tools save labor resources by streamlining the content publishing, community management, and social listening efforts.,Falcon.io and Sprout Social,Stripe, Iterable, Adyen, LastPassSprinklr ReviewMy company uses Sprinklr for a variety of uses. Social Media marketing utilizes Sprinkr for community management, mild social listening, social media analytics, asset management, content scheduling and everything related to that. We also work in tandem with Customer Support who also have seats in Sprinklr, to where we manually flag cases to them using the CS macro and they then go in and answer any technical issues fans may be having. 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.,5,50,Assisted with integrating global social media marketing departments together Has resulted in some delayed customer support responses due to technical issues with Facebook integration Lack of ability to message people on Instagram has led to poor community management on this platform.,,PercolateSprinklr is a great, flexible enterprise customer experience and social media management solution.Sprinklr is used as an enterprise customer experience and social media management tool for thousands of users, globally. The goal is to have 1 unified tool in contrast to point solutions. Modules purchased: Social Listening, Text Analyzer, Publishing and Planner, Care Cloud, Distributed Social Media Management, Benchmarking, Reporting, Advertising, Visual Insights.,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.,10,1500,Reputation Management Brand AwarenessSprinklr is a Cockpit of Features for SMMSprinklr is globally issued as the social media management software of choice for our company. I use Sprinklr for North America-focused social properties, including publishing, listening, keyword monitoring, reporting, and other features.,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.,10,50,Sprinklr has reduced the amount of time overall that we spend on social media management. Unfortunately Sprinklr alone has not helped us product a clear portrayal of ROI, but it is one of the tools involved for the success of ROI reporting.,Hootsuite Free, Oktopost and Sprout Social,Oracle Eloqua, Qlik Sense, Skype for BusinessSprinklr for EnterpriseSprinklr is used across our consumer business and in use globally. It links together all social teams across the globe and this was one of the many reasons why we purchased it as it enabled global enablement.,Asset managment Scheduling and automation of social content posts Community Management,Paid ads platform needs some work Publishing on LinkedIn Ability to manage and optimize budgets,7,15,Team alignment, streamlined resourcesThe Best Customer Centric Software for Big Brands and TeamsOur agency has been using Sprinklr for an S&P 500 retail real estate client for the past 12 months. We utilize Sprinklr primarily for creating social media content, engaging with their online communities, and "listening" for customer service opportunities. Sprinklr's web based solution solves many problems for retail and mall management teams. These include online content solutions for planning, publishing, automation, asset and campaign management, as well as, customer engagement and case management.,Asset planning and content management that allows for optimizing, tagging, and scheduling of compliant posts to multiple social networks. Centralized reporting and metrics of social network data. Online community listening and engagement. Real-time communications. Brand monitoring and reputation management. Automation functions that allow businesses to efficiently route operations and minimize manual tasks. Mobile app allows you and your team to manage your company's online presence 24/7 from anywhere.,I would like to see more affordable Sprinklr online training available, especially for utilizing new features. I am planning to invest in a 4 day certification workshop in London this summer, but I estimate it will cost me $5k+. There is the very rare, but occasional "bug". This is most likely due frequent updates. I find that "refreshing" my screen often solves any issue.,10,4,Reports can be customized and exported easily in many different formats. I especially like the PowerPoint version of reports. It quickly and professionally creates a custom slideshow to show the metrics of the platforms and time periods you choose. This is a great way to keep your company's C-level executives informed on your team's progress and investing in your efforts. This is especially true for executives that do not personally use or understand the value of social media. Brand reputation management is always a great investment. The dashboard alerts you in real-time when your brand or product is mentioned across any of the platforms and offers a quick and efficient way to respond. The Sprinklr customer experience cloud can be implemented across your entire organization, including CRM and email systems. If you're not growing you're dying. That alone helps me with the ROI of using Sprinklr for my client's business objectives.,Hootsuite Pro, HubSpot, Sprout Social, Salesforce.com and Mavenlink,Mavenlink, Hootsuite ProSprinklr: A social reputation management system you need to grow your customer baseMy company uses sprinklr as a way to pull in reviews from multiple review and social platforms for our clients. It's a means of community engagement as well as social reputation. It is used by our content department to respond to reviews as well as as our account department to report on engagement. It increases productivity because we no longer have to go to several platforms to find all the information we need. We can do it all at once.,Pull in platforms in an organized manner. Aesthetically pleasing. Easy to use.,Doesn't always pull in information correctly.,8,2,Positive in that it's opened my client's eyes to what they can improve at their business to get upset or even happy customers to keep coming back. Negative in that it's not foolproof and sometimes things to do fall in the cracks which reflects poorly on us and our client to the customer.,Shoutlet,MailChimp, Teamwork Project Manager,Ease of Use Simple to learn Beautiful design Great Customer Service,Room for Error Hard to Determine where the error occurred,8Sprinklr for Community and Brand Management, not Paid SocialIt is being used for community management and scheduling of paid social media ads. It is also being used for social monitoring and social listening for research purposes.,The ability to have all your social media accounts in one place. The ability to have multiple users and define their roles and restrictions within the platform. The ease of use as it is very user-friendly for our global counterparts.,The API is not always up to date. We have seen other platforms integrate social channels and integrations with quicker speed to market. The reporting is not always accurate as we tend to see different performance metrics in native platforms. Users get locked out and logged out at odd/various times, and this can cause loss of unsaved work and frustration.,7,,ROI - to show ad spend and engagement earned. Does not include revenue earned. The ability to filter and select only what you need to see. The ability to route posts to appropriate CMs within the organization and also external posts to get approved via tiered approach.,Kenshoo,Tableau Desktop, Facebook at Work, Twitter AdsTheir Success Is Your SuccessWhen the American Heart Association | American Stroke Association signed on with Sprinklr, we had several needs that the platform had to solve. We are a very complex organization; with national, affiliate and market roles and presences. Many times our community managers wear multiple hats - and we have a lot of them. We needed a tool that would be easy to onboard our staff; have great training and customer service; have substantial listening, engagement, publishing, workflows, analytics, CRM, a mobile app and a command center module. We use social to drive our mission, and needed a tool to help us do that.,Single solution at scale: We needed a single solution that would be simple for our staff to adopt and use. Since our community managers wear many hats, we needed something to simplify their lives and get the job done. Robust analytics: As a research organization, everything we do should be driven by informed analytics. The tool made it simple for our staff track media performance; monitor the health landscape; track trends, buzz and brand attributes; monitor online discussions; and proactively outreach to those individuals. Customer service: On-going training and customer service from Sprinklr staff ensured our success. We couldn't manage without the first-class care of our Sprinklr team. Mobile app: Our staff are on-the-go to events. We needed a solution that could be accessed remotely through their phone.,Side effects from frequent updates: Sprinklr updates the platform frequently, which may cause some delays in the platform. Also, we're frequently training our staff to be aware and comfortable with those changes.,9,125,Efficiencies in content production and workflows: Since community managers can source/suggest content and manage workflows/audit trails within the tool, our teams can work efficiently and effectively. Listening & Reporting Analytics: The creation of real-time best practices translate to increased engagement, traffic and behavior change, thus drives the mission and improves the bottom line.,9,Vendor implemented Implemented in-houseThe one stop social media shopAt Florida Blue, we were looking for an all-in-one solution for social media management, listening and analytics. Needless to say, we found it in Sprinklr. We use Sprinklr on a daily basis to manage all brand posts across our corporate social media channels. Sprinklr is great as we have various users across our organization who submit content. Through Sprinklr's approval process we are able to screen the content prior to letting the content go live. We also use Sprinklr's analytics and listening to assist us in determining ROI and tracking our engagement and growth in the social space.,Great for collaboration across a large enterprise where multiple parties can contribute content. Sprinklr's analytics are very robust. Practically any metric we need is obtainable within Sprinkr. The reports are beautiful and look great for presentations to leadership. The social asset manager is a time saver. The SAM pulls and stores imagery, making it super easy to get to for future or repeat use.,Sprinklr does a great job with making improvements and listening to what their clients want. One thing I would like to see is a more responsive link shortening tool. Unlike HootSuite, links only shorten within Sprinklr after the post is shared. It would be nice to shorten the link up front to save room in areas like Twitter. At the moment the UI cannot do a retweet the same way as the new style within Twitter. My hopes are that they can soon update to this capability. I'd like to see better functionality and compatibility with Linkedin's API, though it seems to work just fine.,9,,Sprinklr saves time. Sprinklr provides in depth analytics that are vital for proving ROI in areas such as customer service, engagement, growth, and marketing/conversion. Sprinklr's workflow makes it simple for social and customer service teams to work seamlessly in the UI to manage customer inquiries and complaints and is able to track response times and volume.,,9Social Media Software and People That Genuinely Connect For GoodSprinklr is utilized to assist our organization in creating meaningful relationships with our customers. It is centralized through the marketing department but is also utilized throughout our service department, product development, engineering, and international business units. It assists our organization in getting to know customers (CRM, audience profiling), understand what is impactful, what needs are not being met, and also empowers us to eliminate silos within the internal organization. Sprinklr solved the problem of having too many systems (and people) not communicating effectively. Sprinklr has allowed our business to become a social business.,Audience Profiling: Sprinklr facilitates data collection of every single audience member who is impacted by your brand through engagement. It allows you to easily create rules and actions to help you discover your influencers and to engage them early on and from then on. If you want to get to know the people who are interested in you and to engage with them further, this is an important value-add. Reporting: Reports are clean, simple, and visually appealing. They can be set to auto-export at a certain time variable. This is extremely helpful in saving employee time, which translates to budget. Executives and business unit owners are pleased at a set expectation of delivery. Reports are fully customizable and also have custom metrics. I haven't experienced another system where I can ask it to do the math inside the system and create what my organization's definition of an impact is. Integrated System: For large companies, it is necessary to find a software that is bi-directional with information. Sprinklr can tie into Adobe SiteCatalyst, Salesforce CRM, Microsoft Dynamics, and more. It also partners with organizations like Opal Moments to have seamless interfaces for content planning across all outreach vehicles. This is a must if you use multiple systems. For our customer service efforts, this was imperative so that meta-data used for call-centers, live-chat, email, and other service contacts was also able to be customized and aligned in order to have an accurate "apples-to-apples" understanding of customer contact. Silo-Busting: By inviting all relevant parties, content owners, and business units into the platform, there is transparency into what the company is doing and what the customers are saying. No longer is there a challenge for who "owns" social but it now becomes a marketing-led (or whatever your org has determined) effort with the full business team onboard. Shared calendars, shared creative assets, in-software translation, and more make it simple to bring the entire business together through planning, implementation, and analysis. This has made a large difference to our International teams by uniting us in one functional space where we can share ideas and content back and forth. It has benefited product development by bringing them closer to the customer through direct social media engagement and exported reports. And, as mentioned previously, has allowed us to align our customer service reports with all other outlets (call-centers, email, etc.). One-Stop Shop: Sprinklr seems to anticipate needs - sometimes before we even realize the need. The constantly improving (they push product updates that actually improve the way things happen with delightful frequency) software has eliminated the need for a separate listening software and added a paid media option which was incredibly significant. Through the rules engine, you could automatically boost, slow down, or stop spend for ad sets that were or were not performing - all without a human touch. The amount of automation within the tool is astounding. Governance, regulation (audit trail), editorial workflows, customer service capabilities, brand health, and more are reasons to believe that Sprinklr is genuinely seeking out pain points and seeking to change the way brands do business. It has made it so much easier to be effective and efficient that to compare it to other tools we have used is painful. Customer Service: This is the most robust customer service social software I have encountered, which was a primary reason we selected it. It allows for a full transcript of past conversations with a individual so you literally create relationships with people rather than "introducing" yourself to the same person 20 times. The rules engine allows you to move messages with keywords or influencers to specific queues so that they are addressed quickly and by the right team. An audit trail allows you to make your compliance department happy and to research specific issues and to provide accountability trails. Meta-data is fully customizable so that you can align your reporting with other outlets and use the bi-directional information flow with your CRM for a fully-burdened and actionable report. Smart Content: The content curation engine is incredibly helpful. It quickly tells you what is performing based off of different key metrics. It also allows you to suggest content to other units. The shared asset manager quickly allows you to discover what has been successful so it can be re-used or more content can be created in similar fashion. This is an incredibly helpful tool when you have a global team in place or want all units to have access to the same quality of content and assets. Rules, Actions, and Filters: The rules engine will make your life much easier. Resources are hard to come by and by automating mundane tasks, you free people up to do things that only people can do. This also can prevent PR nightmares by closely guarding permissions (governance), having a set approval system, and adding triggered emails if something goes viral. This function is where the geeks geek out. Sprinklr Team: The Sprinklr team is one of the greatest assets. Every Sprinklr team member, from the executive level to the client support level, feels like an additional member of our corporate team. They help us to get smarter and anticipate need. They brainstorm how to make our company more successful and then provide tangible ways to execute. Sprinklr works around the clock to solve problems for their clients. They have been the best partner we have worked with and I would welcome them in my home anytime. They have become like family. After past experiences with software providers who over-promised and under-delivered - some who still haven't delivered integrations or features years later - this has been a delightful experience.,Implementation: This isn't necessarily a fault of Sprinklr's but rather because of the vastness of offerings and possibilities, it was hard to wrap our head around how to set up. The Sprinklr team walked us through everything and suggested use-cases. It took a few months to really understand how we could best make use of the offerings. We refined continually as we evolved and as Sprinklr expanded their capabilities. UI: This is no longer an issue but when we first began the service, the UI was clunky. It is now vastly improved - simple, aesthetically pleasing, and easy to use.,10,30,Increased Customer Retention: Sprinklr has allowed us to solve customer problems quickly and to identify site and product issues. This both creates a sense that we are listening and also allows us to provide value to our customers specific to their care-abouts. Increased retention translates to saved new customer acquisition costs. Increased Customer Advocacy: By identifying and engaging with influencers, our organization is able to amplify our message and turn customers into passionate advocates. Some of these may be heavily engaged customers with a smaller reach that we leverage or a top influencer that we discover and build a relationship with. Efficient Use of Limited Resources: Because of the rules, filters, and actions, much of the work is automated, freeing FTE resources to do more delicate, brain-required work. Exported reports, shared digital assets, shared calendars, and keyword-routed customer service, make for a much better use of employee time.,Adobe Social,Shoutlet,Buddy Media,10Superior to Most, if Not AllSprinklr is used for complete social media management - from content, to listening, to reporting. Sprinklr is used by 20 marketing professionals and has streamlined our social media marketing efforts across multiple divisions.,Sprinklr allows for multiple users to apply select targeting to streamline social media marketing efforts across different locations Sprinklr has amazing customer service and is always there when you have questions Almost everything is customizable to can be configured to meet the needs of your business,Sprinklr is a huge, huge tool that can do an abundance of different things making it feel overwhelming at times Sprinklr offers a large variety of training classes, however, they are rather pricey,9,,Better customer service Better post targeting Better sentiment analysis,Radian 6,Sprout Social,9
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Sprinklr Modern Engagement (formerly Social + Messaging Suite)
120 Ratings
Score 7.7 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)
120 Ratings
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Score 7.7 out of 101
TrustRadius Top Rated for 2019
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Reviews (1-25 of 39)

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Drake Hougo profile photo
May 27, 2019

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Review: "Digital Media Intern"

Score 9 out of 10
Vetted Review
Verified User
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Users and Roles

10 - Social Media Content Creators - they create and publish content for different university departments
Data Analyst - my role was to analyze how effective content being published was
Digital Media Directors - they had a master dashboard looking at overall engagement across multiple social media accounts and services. They were the supervisor to everyone else.
Read Drake Hougo's full review
Romain Vezirian profile photo
January 25, 2019

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Review: "A time-saver when your social media presence becomes overwhelming"

Score 7 out of 10
Vetted Review
Verified User
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Users and Roles

The bulk of Sprinklr users at our organization live with the social media team. We also have users who sit with our global corporate affairs team. Overall, anyone who touches social channels has access to Sprinklr so that they can get a comprehensive overview of our presence.
Read Romain Vezirian's full review
No photo available
May 21, 2019

Sprinklr Modern Engagement (formerly Social + Messaging Suite): "Sprinklr: Robust tool, requires strategic management to get the most benefit"

Score 8 out of 10
Vetted Review
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Users and Roles

47 - We have individuals representing the content production, analytics and crisis management sides of our central communications unit, as well as various department/academic units on campus.
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Christina Chen profile photo
January 14, 2019

Sprinklr Modern Engagement (formerly Social + Messaging Suite): "Sprinklr review"

Score 4 out of 10
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Users and Roles

20 - The people who used Sprinklr were all marketers and ranged from marketers who worked directly in the UI and needed to report out on their activity as well as those who oversaw marketing activity and strategy and wanted to see what was posted on their behalf.
Read Christina Chen's full review
Kelcey Zacarese profile photo
November 14, 2018

Sprinklr Modern Engagement (formerly Social + Messaging Suite): "Sprinklr Management Review"

Score 7 out of 10
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Users and Roles

2 - I use Sprinklr since I am the Social Analytics manager and use this for reporting and/or to help the coordinator on my team navigate the interface. The social coordinator on my team just uses Sprinklr to schedule and upload content in advance.
Read Kelcey Zacarese's full review
Daniela Belevan profile photo
August 09, 2018

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Review: "Our Marketing team LOVES Sprinklr!"

Score 9 out of 10
Vetted Review
Verified User
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Users and Roles

3 - We are all in the marketing team, and Sprinklr is useful for anyone in marketing team that utilizes social media and content managing often. Our marketing team uses Sprinklr mostly for publishing content, internal reviews and editing (love it! so important,) and coordination and team crafting of social media postings. We also use the reporting tool which is extremely useful to us
Read Daniela Belevan's full review
Meg Ruggieri profile photo
June 20, 2017

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Review: "Sprinklr: A social reputation management system you need to grow your customer base"

Score 8 out of 10
Vetted Review
Verified User
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Users and Roles

2 - I respond to reviews and content weekly, my account manager then reports it back to client. Over time, it will help us showcase trends in activity at particular branches. For instance, if one location is performing better or worse than others and why that might be.
Read Meg Ruggieri's full review

Feature Scorecard Summary

Boolean keyword searches (25)
7.5
Filtering out noise/spam (26)
6.7
Sentiment analysis (28)
6.2
Broad channel coverage (26)
8.1
Content planning and scheduling (26)
8.3
Audience targeting (25)
7.0
Content optimization (23)
7.5
Workflow management (24)
7.4
Automated routing and prioritization (26)
7.8
Customer interaction histories (27)
8.1
Bulk actions (26)
8.2
Lead generation (15)
7.7
Content marketing (19)
8.3
Paid media management (14)
7.1
Campaigns and promotions (17)
7.1
Twitter (30)
9.2
Facebook (28)
8.7
LinkedIn (20)
8.9
Google+ (17)
8.8
Instagram (27)
7.8
Pinterest (16)
6.8
YouTube (20)
6.9
Campaign success analytics (27)
9.0
Real-time tracking (29)
8.0
Competitor analysis (20)
8.0
Role-based user permissions & privileges (28)
8.1
Mobile access (24)
6.8

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

Pricing

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

Consumers
0%
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

 Paid Version
Phone
Email
FAQ/Knowledgebase
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