Sprinklr Modern Marketing & Advertising

Definitely could improve on their support services, but their implementation team did a fabulous job.

Sprinklr does well in terms of providing real-time support to us as an organization, via digital online events, blogs and official training support for our marketing team. More importantly, Sprinklr has a growing user community , which makes it easier to learn from the experiences of other organizations and end users, on how they deploy Sprinklr for maximum sales and marketing impact.

The support team is present, but not very helpful in troubleshooting. They always seem to be trying to upsell whenever you meet rather than providing customer service and solutions.

Very easy tool, easy to set up, helpful for senior management to view and see. It's a great visual resource to showcase the power of social media.

Support is usually pretty to quick to address my issues and resolve them.

Everyone was very friendly and tried to help. But we (the client & I) had the feeling that if the case was this complex, our interest in solving the bug was gone. We had 5 customer support manager, who always said in the call "I will ask the IT department" and then all these questions were still unanswered in the next call. The setup phase took months. And we kept being introduced to "a much more experienced" person.

Our assign success manager is extremely helpful and it's clear that he's dedicated to the success of the team. He has gone out of his way to help our agency succeed and answer questions. As far as team members who have been a part of the training, out of 5 or 6 people, 1 was very helpful.

Two years ago it was beyond terrible. We were assigned always a different person, for emergencies we had to wait for whoever was available in India, who did not have any context. This past year things got better but we had to push on our side.

They quickly respond when we have an issue to try and iron it out. They also have frequent webcasts to update on new functionality and allow users to ask questions.

We do not have the closest relationship with our Sprinklr representative. It would be nice for them to be more proactive like our other platform reps who are in constant communication when it comes to new products and launches within the platform. I usually sign up for webinars in order to learn about new products.

I gave it this rating because you need information in different languages.

The response of the team is quick, however, the responses seem to be generic. There were times when we were asking for some specific functionality but we got a generic overview of Sprinklr, which the team is already boarded on. It also takes a while for Sprinklr to roll out new features from social networks.

At MGM Resorts International, we have roles dedicated to the enterprise-wide management of Sprinklr, therefore, I have never personally reached out to Sprinklr Marketing support. Our department was required to use Sprinklr University, and I found it useful, but the courses are too long and it could be more interactive to keep students interested.

We received great support from Sprinklr. They were always very responsive. We usually got the same technician so he was familiar with our account, needs and challenges which helps in solutioning. They were super creative in creating solutions but sometimes they had to be because what we really needed wasn't technically possible for them at the time.

Some issues take longer than expected to address, and the support team doesn't always provide timely updates or estimated lead times on when we can expect to hear from them. This can be particularly frustrating, especially when the ticket has a high impact on the business.

Very easy to contact support and typically receive a resolution within 1 day.