TrustRadius
https://media.trustradius.com/product-logos/9p/TK/MMTVMVD3N6TA.PNGSprinklr: 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,8Implementing Sprinklr ReviewTheir biggest benefit is also their hardest challenge – the product is super flexible. The good news is there are only two aspects of the platform you can't "rewind", so attributes you set up in the beginning are less likely to have impact down the line, less reporting impacts. The mgmt. team is great, I asked for them to connect us with other companies in the area and they choose to put on a mini half day summit, in fact we hosted it If there isn't a work around, you can count on them looking at how they can make this a viable feature for the greater whole and it will release...eventually.,They need to learn their own product, not everyone knows the ins and outs so sometimes you have to wait for an answer, but the turnaround is usually quick The product is still maturing, for example they rolled out tiered approvals but doesn’t include parallel approvals or a “review only” option. With that said they are submitting all our requests into the product queue, so I’m sure it’s just a matter of time. Sharing the product roadmap and updates and how it will benefit our implementation and goals.,8,N/A,8,Vendor implemented Implemented in-house,The consistent UI: framework, icons, menus, click-ability, etc. The ability to use the basic components on day one,Devil in the details. there are a lot of little things you have to learn over time as you become an advanced user. Training program (Sprinklr University) is not "real world",Yes,9,9,10,9Sprinklr or Radian6? Decisions Decisions....Analytics. the analytics Sprinklr implements are extremely easy for my clients and offer a clean, presentable, and beautiful presentation. Integration. The integration is so easy that I use it on most of my client accounts. Its basically a one-stop-shop for all my report needs and it implements all the social media platforms that are desired by my clients. Ease of use. It is so easy to set up, navigate, and grab information off of Sprinklr that I really dont need to pull data from any other sources.,Acquiring Sprinklr. When I had first started using Sprinklr, it was a tough sale not to go with media giant Radian6. Since using Sprinklr, the features I need are supplied by the platform. Maybe a little more integration of emerging social media, but overall great platform.,Efficiency. Its a one stop shop for all major social media platforms. By using this one platform, I can easily manage and convert messages from Twitter into a Facebook post, into a blog post. Saves time and hassle switching from windows and programs. Customer Service. Once again, I can maintain and manage client/customer relations when it really matters. I get feedback and replies that I can send off to the intended clients, or create an automatic reply.,8,9,7,No,Facebook Analytics didnt match Sprinklr Analytics. Question was answered in a timely fashion and was very impressed with the service.,Analytics for specific social platforms. Ease of use and collecting data from Twitter and Facebook.,Some of the Facebook analytics didn't match up with Google Analytics. Be sure to only collect from one source in your reports. Both had 'correct' information, but analytics can change on an hour basis, if not more frequently.,No,8Sprinklr for Enterprise Social Media ManagementEnterprise 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.,10,9,100,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.,,Implemented in-house,9,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,9,8,10,9,Radian6,,As an early customer, we were able to get great rates. My advice? Get in early!Last 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.
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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
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.7 out of 101
TrustRadius Top Rated for 2019
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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
Review Source

Usability

8
Overall, I really enjoyed Sprinklr. It is a multi-faceted platform although I used it primarily for review management. It's easy-to-use and learn, has great customer service and is a great design. My only complaint would be that if there was a blip in pulling in reviews, we'd have to go back through each review site manually and make sure nothing was unresponded to. This could be cumbersome and time-consuming. Other than that, I really enjoyed using it.
Read Meg Ruggieri's full review
Sean McNamara profile photo
October 25, 2013

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Review: "Sprinklr or Radian6? Decisions Decisions...."

Score 9 out of 10
Vetted Review
Verified User
Review Source

Usability

8
Great usability. No need to collect data from 3-5 websites for reports. One stop and you can collect all pertinent information for clients and customers.
Read Sean McNamara's full review
No photo available
January 31, 2013

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Review: "Last used in 2011. Good functionality, some usability issues."

Score 6 out of 10
Vetted Review
Verified User
Review Source

Usability

4
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.
Read this authenticated review
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January 23, 2013

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Review: "Best social media management software I've used."

Score 10 out of 10
Vetted Review
Verified User
Review Source

Usability

9
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.
Read this authenticated 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