Sprinklr Modern Engagement (formerly Social + Messaging Suite) Reviews

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Score 7.6 out of 100

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Reviews (1-25 of 68)

Matt Stevens | TrustRadius Reviewer
April 04, 2020

Sprinklr is a unified and robust tool that triples the size of your team.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Posting one message to multiple social accounts using both account groups and content replacement to make each post unique for the account.
  • Designing personalized and elaborate monitoring dashboards.
  • Easily customizable reporting dashboards that allow you to drill into the data.
  • An expansive editorial calendar with excellent filtering.
  • Social feed APIs cause issues, but that’s not unique to just Sprinklr.
  • Customer care/support sometimes knows less of the platform and your issue.
  • You get what you pay for, it can be pricey.
Read Matt Stevens's full review
Anonymous | TrustRadius Reviewer
April 14, 2020

Sprinklr Modern Engagement for Healthcare Orgs

Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Tagging and taxonomy (for reporting purposes)
  • Dashboards and presentations (easy for monthly or quarterly round-ups)
  • All-up editorial calendar view
  • Some reporting metrics not available (Instagram Stories for example)
  • Some scheduling not available (again Instagram Stories)
  • Paid social advertising does not get pulled into reporting dashboards with organic metrics. We have to add those manually each time.
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Anonymous | TrustRadius Reviewer
March 31, 2020

Sprinklr sparkles with a couple of smudges

Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • It has everything organised in three simple columns and is simple to manoeuvre.
  • It is easy to reply to the correct messages and look at previously sent messages to ensure we're up to date with the customers situation.
  • It's great for response times and allows us to see incoming social media messages.
  • Sometimes the previous message links can become convoluted if there has been quite a few previous messages.
  • Sometimes Sprinklr has issues pulling messages through (even though it's usually fixed pretty quickly).
  • I think maybe an easier way of finding the correct stream/column - if you're new, it can be easy to find yourself in the wrong place.
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Anonymous | TrustRadius Reviewer
November 12, 2019

All-in-one, but pricey

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Customization - Through Sprinklr's rules and robust custom field creation, you really can create a lot of customization for every facet of your business.
  • Listening - Their Listening Engine and Explorer are fantastic ways to proactively find engagement-friendly conversations, in addition competitively research your brand.
  • Care - Using their case formatting, messages and customer contacts can be routed and assigned easily to available reps, and their bot builder can help to automate your contacts without sacrificing a personal touch.
  • Bulky - There's a lot to work with, which can be good for some and daunting for others. Training is needed.
  • Pricing - The platform is robust, but there are additional modules that each cost money. (Care cloud, Listening, etc. are all separate costs)
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Anonymous | TrustRadius Reviewer
November 12, 2019

Super customizable, but difficult to learn

Score 2 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Customizable -- If you can figure it out, Sprinklr can do anything.
  • There are tags and unlimited ways to track your content.
  • It speeds up community management considerably.
  • The reps are utterly useless and have not been able to explain their own product.
  • The language/naming of features in unreasonably complicated, and it doesn't use the terms we use in the industry. This makes it hard to find out how to do new processes.
  • It's not user-friendly and difficult to set up from scratch.
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Anonymous | TrustRadius Reviewer
September 23, 2019

Good but still chasing my social media unicorn platform

Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Moderate ability. The ability to moderate copy before it goes live.
  • Ability to create tags and implement tags to make reporting easier.
  • Ability to view and customize reporting.
  • Engaging. Very difficult to easily engage with users on the actual platform. The native platforms remain to be easier for the exceptions of Facebook.
  • Still, a lot of limitations and not all native features make them into Sprinklr so you have to rely on the native platform.
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Anonymous | TrustRadius Reviewer
July 09, 2019

Sprinklr for Twitter Brand Channels

Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
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Anonymous | TrustRadius Reviewer
September 24, 2019

An overview of Sprinklr Modern Engagement

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • I think the flexibility and scale you get with Sprinklr Modern Engagement is unmatched. Each inbound section monitoring in column view is quite easy to scroll through.
  • Assets management helps us a lot to share or re-use creative content created across the continents. It gives performance insight as well to select most interactive content for your own usage.
  • Reporting is another area where we see immense possibilities. Post engagement breakdown is quite useful.
  • We face issues in reporting module particularly that publishing tagged content should be synced with reporting tags which would help analyse content more deeply.
  • Unavailability of paid and organic posts segregation is another issue in reporting.
  • On Twitter, reporting dashboard shows RT and tweets as outbound brand posts which creates confusion at a summary level. If you download report it gets segregated.
  • Facebook or Insta stories are not covered in reporting.
  • Instagram video views not captured in reports.
  • Live video cannot be moderated in the engagement module.
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Drake Hougo | TrustRadius Reviewer
May 27, 2019

Digital Media Intern

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
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Romain Vezirian | TrustRadius Reviewer
January 25, 2019

A time-saver when your social media presence becomes overwhelming

Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
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Erin Daly | TrustRadius Reviewer
May 14, 2019

Erin’s Sprinklr Review

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
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Christina Chen | TrustRadius Reviewer
January 14, 2019

Sprinklr review

Score 4 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Christina Chen's full review
Anonymous | TrustRadius Reviewer
May 21, 2019

Sprinklr: Robust tool, requires strategic management to get the most benefit

Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
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Anonymous | TrustRadius Reviewer
April 02, 2019

Sprinklr: An all-in-one enterprise-level social platform that gets the job done!

Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
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Anonymous | TrustRadius Reviewer
January 29, 2019

Using Sprinklr for businesses with heavy customer support

Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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).
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Melinda Saternis | TrustRadius Reviewer
December 21, 2018

Perks of Sprinklr

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Melinda Saternis's full review
Kelcey Zacarese | TrustRadius Reviewer
November 14, 2018

Sprinklr Management Review

Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
Read Kelcey Zacarese's full review
Daniela Belevan | TrustRadius Reviewer
August 09, 2018

Our Marketing team LOVES Sprinklr!

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
Read Daniela Belevan's full review

Feature Scorecard Summary

Boolean keyword searches (37)
7.5
Filtering out noise/spam (38)
7.3
Sentiment analysis (39)
6.7
Broad channel coverage (38)
8.1
Content planning and scheduling (39)
8.3
Audience targeting (34)
6.9
Content optimization (33)
6.9
Workflow management (35)
7.0
Automated routing and prioritization (36)
7.9
Customer interaction histories (38)
7.4
Bulk actions (37)
7.3
Lead generation (21)
6.7
Content marketing (27)
8.2
Paid media management (21)
6.7
Campaigns and promotions (26)
7.7
Twitter (42)
8.6
Facebook (41)
8.5
LinkedIn (30)
7.8
Google+ (21)
7.9
Instagram (39)
6.7
Pinterest (22)
7.4
YouTube (28)
7.2
Campaign success analytics (39)
8.7
Real-time tracking (41)
8.3
Competitor analysis (28)
8.2
Role-based user permissions & privileges (41)
7.5
Mobile access (34)
6.7

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) Integrations

Google Analytics, Bitly, Marketo, Salesforce, Omniture

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Competitors

engagementlabs esuite, Hootsuite, Oracle Social Cloud, Radian6, Sendible, Viralheat (Discontinued), 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