Sprinklr Modern Research Reviews

12 Ratings
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Score 7.2 out of 100

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Reviews (1-3 of 3)

Brittnee Miller | TrustRadius Reviewer
November 20, 2019

Sprinklr, it was fun!

Score 8 out of 10
Vetted Review
Verified User
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Sprinklr was used within our department as we needed it for social media and our department expanded across different digital ventures. The insights were great for the CPG brand that I was working on as we were able to dive into Social Listening which was big. We were able to see how people were talking about the brand without the @ mention. Being able to see the top words used for the month/quarter was great and having the positive/negative word clouds helped out a lot with reporting. Our Sprinklr team built out dashboards specific to our needs which helped our social listening exceed expectations.
  • Product Insight — Being able to add in our products so we can have positive and negative insights.
  • Community Insights — We were able to watch out community and see what they were talking about.
  • Crisis Monitoring — Being able to have dashboards that would monitor for crises across the internet.
  • Outages — All tools have outages but better communication on these would be helpful.
  • Teaching us how to make our own dashboards would be helpful in times of crises.
It's great for social listening and being able to monitor. Being able to dive into the audience's mind and find content that will work for them is positive. Sprinklr does lack on the Instagram side due to the Instagram API but that's about it. The other social platforms pull in great.
I would say that Sprinklr has come a long way as I have worked on it at two different corporations. My latest venture has been amazing as the tool has vastly improved and it's easier to use. User experience is A+ and it's just friendly to use.
We are able to engage with our consumers across community management and listening dashboards (for crises or terrible experiences). We have been able to interact easier as Sprinklr keeps our mentions organized and we can choose how and when we want to receive them. Sprinklr can be built out and customized for your specific needs which is what we did.
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Anonymous | TrustRadius Reviewer
May 16, 2019

Great product, more customer support needed

Score 7 out of 10
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It's being used by multiple parts of the business, multiple different teams, around 20 users overall.

It solves a number of business problems, predominantly around us organizing our social media better - pushing out campaigns, measuring performance, etc. We are just starting to move into areas where we can also use it to listen to social chatter.

Different departments are using different packages and elements of the product - which is great, but also a challenge because not everyone is aware of the full capabilities.
  • Easy to use - clear interface.
  • Reliable, fast.
  • Clear and easy to understand metrics.
  • Social listening has been expensive and hard to implement up until now.
  • Customer service patchy - different levels of support for different teams.
  • Reporting can be complicated to set up.
Scheduling it is fantastic for. Has made a big difference across multiple departments and made things run much more smoothly. Their social listening capabilities look impressive, but we have yet to fully test them. Their sales approach can be pushy, which makes me less likely to recommend, and their customer service can be great or just middling, depending on how valuable the sales team consider that particular user.
We have had some good experiences, especially during renewal periods, but support has suddenly disappeared when the renewal is completed. Also, while we have multiple teams, those deemed more important or more likely to expand their purchase are given more attention. This decision comes from Sprinklr, not internally, so they are prioritizing support for teams which are actually not the teams paying the majority of the money for the service.
Not yet - we will be working with Sprinklr on an ABM product offering, including using Sprinklr staff as a service center, shortly, but up until now, we have focused on the core product.
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Anonymous | TrustRadius Reviewer
May 04, 2019

Sprinklr Research Review

Score 9 out of 10
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Verified User
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Sprinklr is used by the Marketing, Member Service, and Analytics departments. Marketing uses it to schedule and publish social media content, the Care team moderates and engages with the responses to those posts and tags them, and all three departments use the data it generates. It helps us reach members on social media and gives us the ability to provide near real-time reports on the topics and sentiments that they are communicating with us about.
  • Sprinklr makes monitoring the company social media sites incredibly easy.
  • The ability to customize tagging info makes it easy to track things that pertain specifically to the interests of our business.
  • The reporting and analytics could stand to be more user-friendly. The Glossary of the different metrics in the system has many items that have no listed definition.
  • With multiple users sharing a dashboard, it isn't easy to see if a filter has been changed by another user, which could skew the data in a report.
  • Communicating with the Support team can be difficult when a help ticket is needed, as there is sometimes a barrier in communication -- not in language, but in regards to terminology and jargon.
The customizable tagging makes it extremely easy to track specific concerns and find specific examples of certain types of questions, complaints, compliments, etc. The user interface makes it easy to view relevant info without having to click around to multiple screens.
It is easy to submit a ticket when technical support is needed, and we have a wonderful rep who is very helpful with keeping in touch with us regularly, but the in-app "support" features could use some improvement. Sprinklr Reporting/Analytics is not overly intuitive. It could benefit from some additional user support guides, walk-throughs, or even just updating the "Glossary" so that more of the items in it actually have a listed definition.
We began using Care about a year ago and it greatly improved the capability of our Resolution Social Care Specialists who handle the member service side.
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Sprinklr Modern Research Scorecard Summary

About Sprinklr Modern Research

The Sprinklr Modern Research solution, part of the unified Sprinklr platform, provides users with audience analytics tools that enable companies to discover what types of content are resonating with their target audience most.

Sprinklr Modern Research Technical Details

Operating Systems: Unspecified
Mobile Application:No