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https://media.trustradius.com/product-logos/9p/TK/MMTVMVD3N6TA.PNGSprinklr is the best enterprise level social management platformSprinklr Modern Engagement is being used by the social media teams at Deloitte Digital on consulting projects for various clients and their respective use cases. It helps to have a robust and scalable platform to manage all social media accounts from one place.,Custom queues Lists and filtering Macros and automation Rule engine,API access to platforms Facebook comments/shares LinkedIn inbound engagements Instagram inbound engagements,8,20,Workflow automation to save time. Asset storage and content creation within the platform to save time and resources.,8,We use Sprinklr Modern Engagement + Research together which helps us to get a unified view of conversation/sentiment on social media for our various brands. Using this platform we can store historical data, easily chart and visualize data and export into desired formats for further analysis.,Sprout Social and Meltwater Media Intelligence PlatformDigital 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.,Erin’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 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: Keeping Your Social Landscape Looking Pretty since 2009Easy-to-use/track content calendar. The content calendar produces a very clean, easy-to-read feed with queued messages displayed across channels in the order in which they will post. The really nice thing about the calendar view is that I can see all my scheduled content and which channel it will post to at a glance. Spredfast has something similar, but the top-level view is much less comprehensive; I have to drill down to see the details. Easy-to-use, customizable monitoring dashboards. Dashboards can be customized to each individual teammembers' needs. This is important as customized dashboards make team members much more efficient. For example, one person working only on the Facebook channel sees a Facebook-oriented dashboard with separate columns for fan wall posts, direct messages, comments, etc. The absence of non-relevant data increases focus and efficiency. Similarly, a customer care employee only sees escalated issues that have been assigned to that person. Extensive analytical data available. Sprinklr is currently in the process of updating it's analytics capabilities to provide more visual elements of the data provided. Listening tools like Radian6 or more "all rounder" tools like Adobe Social provide more analytical horsepower, but large volumes of data can be overwhelming. It would be great to have better visualizations to make the data that is available more immediately actionable.,Available data could be better visualized (charts and graphs). They are currently working on it.,Compared to competitors, you will get the most for your money from Sprinklr. While the tool is probably not best-in-class in any one area, it's broad set of capabilities from listening / monitoring to publishing and analytics all work very well. Adobe Social is similar in scope and may perform a little better overall, but the performance delta is absolutely not worth it for the dramatically higher price. which I've previously has experience with Spredfast and am somewhat familiar with Radian 6, Hootsuite and Adobe Social. Of those, either the capabilities were underwhelming compared to Sprinklr and those that were comparable came at a much steeper price.,10,9,Vendor implemented Implemented in-house,Yes,9,No,9,Yes,Not the sound like too much of a fan boy, but most of my experiences with the Support Team are fantastic compared to what we receive with most other vendors/service providers. They really do have top-notch support and you will be pleasantly surprised with your experience with them.Sprinklr 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!Chose Sprinklr for enterprise-level features.Roles and permissions, scheduling, analytics, calendars, reports, customer service, training.,One caveat is that their permissions are on the person and not on the platform. Working with them to address.,Our governance process is now >80% compliant with branded URL shortening, link tracking code and overall compliance.,8,8,Managing of our social media presences across FB, TW, LI, YT, Flickr, Slideshare, Sina, Renren.,,,Implemented in-house,8,Online training In-person training Self-taught,7,8,Base usage does not need training. Advanced usage, training is required.,No,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.
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Sprinklr Modern Engagement (formerly Social + Messaging Suite)
121 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)
121 Ratings
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Score 7.7 out of 101
TrustRadius Top Rated for 2019
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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
Review Source

Support

8
I dealt with the support team twice and they were easy to communicate with and helped me workshop specific problems. Customer service for other digital services is usually pretty bad, but Sprinklr has been solid consistently.
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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
Verified User
Review Source

Support

4
I routinely have to message several times with the tech team in order to diagnose an issue, and often am told it cannot be fixed quickly. There are occasionally language/syntax barrier issues as well.
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October 16, 2014

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Review: "Sprinklr: Keeping Your Social Landscape Looking Pretty since 2009"

Score 10 out of 10
Vetted Review
Verified User
Review Source

Support

9
99% of the time our team receives solid, timely support from the Sprinklr Support Team. As with anyone, the more info/screenshots you can provide, the better they can help you. They are always quick to respond, professional and do a great job of communicating the status and reaching out if they need more info.
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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

Support

8
They were willing to work closely with us to resolve issues, which was good. I appreciated the direct communication. Issues were not always resolved quickly, but at least we were kept informed of progress.
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Feature Scorecard Summary

Boolean keyword searches (26)
7.6
Filtering out noise/spam (27)
6.9
Sentiment analysis (29)
6.4
Broad channel coverage (27)
8.2
Content planning and scheduling (27)
8.4
Audience targeting (26)
7.1
Content optimization (24)
7.7
Workflow management (25)
7.6
Automated routing and prioritization (27)
7.9
Customer interaction histories (28)
8.2
Bulk actions (27)
8.3
Lead generation (16)
7.9
Content marketing (20)
8.3
Paid media management (15)
7.4
Campaigns and promotions (18)
7.3
Twitter (31)
9.2
Facebook (29)
8.5
LinkedIn (21)
8.3
Google+ (17)
8.8
Instagram (28)
7.6
Pinterest (17)
7.0
YouTube (21)
7.1
Campaign success analytics (28)
9.0
Real-time tracking (30)
8.0
Competitor analysis (21)
8.2
Role-based user permissions & privileges (29)
8.2
Mobile access (25)
7.0

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