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Sprinklr Modern Engagement is used by the Digital department, specifically, our Newsrooms that manages all brand social media channels, partner and influencer marketing, and PR. With Sprinklr, we're measuring campaign success across platforms, reporting performance to cross-functional and external partners, managing a global editorial calendar, and more.
- Engagement dashboards are digestible and easy to understand.
- More capabilities than in-platform analytics.
- Editing widgets to a desired outcome is sometimes difficult.
My team sometimes will use the listening tools to gather some audience insights and feedback on relevant topics. We also commonly use the publishing tool to draft upcoming posts to be published automatically. This feature allows us to ensure the calendar is aligned across departments.
May 14, 2020

The social media and local agents team use Sprinklr to monitor nearly 200 accounts across Facebook and Twitter and to monitor customer engagement. It's a convenient way to quickly identify negative posts and respond in a public manner that protects the brand.
- Comment moderation
- Posting across multiple profiles
- Scheduling posts
- Reviewing posts through an approval queue
- custom default settings when adding new profiles
- option to repost content to pages where scheduled posts fail to post
I did not use any other products and do not believe the company does either.
We use Sprinklr to manage our entire social media network and community. It is the best tool we've used, we tested out several others and nothing compared to us being able to track, measure, publish, monitor, etc. We use it across all of the different marketing teams at our company. The issue it solves is that we have a very passionate and active social community and we are able to respond to thousands of messages a week, without missing a single one.
- Community Management
- Data
- Publishing
- Tracking
- Listening
- User Interface
Our challenge was being able to manage our community effectively. Sprinklr allows us to do that. Also, we were having trouble trying to pull cross-channel reporting, Sprinklr does that with a few clicks.
April 04, 2020
Our organization is able to seamlessly post content across over 200 social accounts, monitor sentiment, respond to comments and questions, listen for what is mentioning our properties across the web, design social ad campaigns with set budgets, and create macro to micro reporting to help make crucial optimizations that help sharpen our tactics and spur more efficiencies. We do all this with a relatively small team and all from a single platform.
- 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.
Having all our social content, listening, advertising, monitoring, responding, planning, and reporting all in a single platform speeds up our processes, limits confusion, and allows individuals to be super efficient. With a smaller team, we couldn’t work at the space and scale that we do without a tool like Sprinklr. It makes us accomplish much more than we could without it.
March 25, 2020
It was used on a National level by our corporate Social Media Coordinator as well as a local level for each of our properties. It helped coordinate messaging across all channels all in one place.
- Social listening.
- Scheduling and automation.
- Metrics tracking.
- Learning curve, there's a lot of options to run through, it's hard to know where to start.
- Slow glitch fixes.
- Tagging isn't as intuitive as other platforms.
Running multiple accounts at once seems like a lot, running dozens is even more. Sprinklr takes a lot of the work out of publishing content and re-tweaking and reusing existing.
April 14, 2020

We use Sprinklr Modern Engagement to schedule and publish our social media posts across a number of core institutional channels. Each team member has a login, and we each manage a specific service line with 3-4 different channels (Facebook, Twitter, Instagram, LinkedIn). We also have a few OHSU members who use Sprinklr for their channel management as well. Monthly, we will run reports for our stakeholders. We occasionally use the engagement function to do daily sweeps but have a habit of diving into the platforms natively for most of our CSR.
- 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.
We have not used any of the other modules, as far as I understand. However, I was able to hear a pitch about the other products, particularly Sprinklr Care, and I think that is the next step in our growth as a department (to help request and manage reviews for OHSU).
March 31, 2020

It is used across all of Capita across Samsung and Audi, etc. We use it for engaging with customers over Facebook and Twitter as well as monitoring Instagram over various social company accounts. It's very easy to have everything in one place for customer engagement and keeps productivity very high. Response times have become quicker and quicker and it's easy to see reoccurring customers and their previous messages.
- 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.
We have only really used Sprinklr for social media engagement and tracking, which has been working great so far.
We use Sprinklr as a care platform, scheduling tool, reporting database, social listening device, and more. Over time, we've tailored the system to fit our exact needs, because it's a relatively fluid platform that can be adjusted to fit evolving changes in a business - something that happens with the social space. We originally focused on using Sprinklr to publish and report, but when the social landscape pivoted towards care, we were able to adjust Sprinklr to fit our needs there. Now we're able to proactively seek out care and engagement opportunities, even when customers aren't contacting us directly.
- 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)
I think using all parts of the platform help to unify your overall presence - when you're able to identify customers, reply to them, tag the conversation, target their audience later, and then report on them all within the same platform, it makes the process more painless. While we don't use all of their products, we use a few that make up the whole of what our business needs.
November 12, 2019

Sprinklr is being used by the whole social media department to monitor social engagement and trends, as well as to schedule content.
- 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.
July 17, 2019
Sprinklr 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
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.
Sprinklr 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
N/A to my experience as an intern.
Sprinklr 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
June 19, 2019
We 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.
September 23, 2019

We are using Sprinklr Modern Engagement to compose social copy, approve it, schedule it, tag content, and publish it. We also use this module for engaging with the users, reporting for both internal and external parties/ clients. We use it for editorial, events, and marketing.
- 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.
The unified suite is expensive. You really don't need it all unless all your needs are truly answered by each module, which I find to be impossible. We tried their listening tool and found a competitor that was 3 times cheaper and much better. We primarily use it for the paid module which comes with the publishing component. If I did not have to buy both I would go with another vendor for the publishing part. A single vendor can't possibly be the best in all aspects of social media tracking/publishing.
July 09, 2019

Sprinklr 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.
I have not utilized Sprinklr in this means.
September 24, 2019

It is being used for publishing social content across the active platforms. Primarily used by the corporate marketing team who serves various purposes of product-specific departments.
It gives the convenience of publishing content, monitoring, and analysing conversation sentiments.
It gives the convenience of publishing content, monitoring, and analysing conversation sentiments.
- 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.
We are able to use global content. Even Global teams can schedule and publish content across the continents Dashboard references from other countries help to clone basis your needs. The knowledge portal is helpful to learn more about functionalities.
Using for social listening for my job of media monitoring. The social media team uses for engagement and posting. It addresses monitoring for me.
- Metrics
- Monitoring
- Analytics
I only use for monitoring.
May 21, 2019

We 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.
We do not utilize unified platform features to a great extent, but I've seen how they can be helpful from a reporting perspective.
September 06, 2019

NVIDIA uses Sprinklr as their social media platform management tool. It helps to deliver content in worldwide organization and has better management results overall. Other departments may use its listening function. As a global company, the consistent content is important for branding. We use Sprinklr to make sure all countries that use social media platforms can get the same standard/quality assets and on time.
- Central control to deliver global assets
- Get overall results immediately
- Plan schedules easily
- Loading speed
- Mobile tool UI
January 25, 2019
Sprinklr is used to manage all social media channels at my company. I also used it when I was working on the agency side, as it was the preferred platform for some of my clients. Overall, I mostly use Sprinklr to publish social content, oversee what posts colleagues scheduled for our social channels and to see how our channels are performing.
- 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
We used Sprinklr for reporting purposes and to see how our paid and organic posts were doing. We used it across the whole organization and we used it mostly for reporting out on Facebook activity. Unfortunately we did not use it to post directly to the UI since Facebook constantly updated its platform (so it was easier to post directly onto Facebook).
- 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.
As a company, we utilize Sprinklr in both our main and corporate offices for multiple social media platforms. It is used for marketing and customer service interactions.
- 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.
It is being used by me and a junior social media coordinator for scheduling/publishing content, obtaining an organized content calendar, community engagement, reporting and analytics.
- 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
August 09, 2018
The marketing team in our agency uses Sprinklr. It provides us with a social media marketing tool and content management, which is just what we need. It solves the problems or having all accounts in one same platform instead of navigating back and forth. It also helps us get feedback from our clients on our content. It keeps us closer to them and it helps answer any questions they have.
- 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
December 18, 2017
Sprinklr is globally issued as the social media management software of choice for our company. I use Sprinklr for North America-focused social properties, including publishing, listening, keyword monitoring, reporting, and other features.
- Publishing - easy to use and integrates with web analytics.
- Listening Dashboards - set up custom listening queries to stay on top of relevant conversations.
- Reporting - design customizable reports tailored to your organization's needs.
- Listening - (full firehose) Probably not the fault of Sprinklr, but because listening is charged based on volume, my organization sets limits on the kind of listening reports we can create.
- Workflows - I have tried team workflows in Sprinklr and found that the process was more cumbersome than helpful.
- Planning - my team actually prefers to use Google Sheets for planning and Sprinklr for publication, listening, and reporting.
Sprinklr Modern Sales & Engagement Scorecard Summary
Feature Scorecard Summary
What is Sprinklr Modern Sales & Engagement?
Sprinklr Modern Sales & Engagement helps users listen to, triage, engage and analyze conversations across modern channels. The vendor states that users can increase revenue and reduce churn by engaging more customers while reducing cost per engagement and managing brand risk with enterprise-grade governance.
Sprinklr Modern Sales & Engagement Videos (2)
Sprinklr Modern Sales & Engagement Integrations
Google Analytics, Bitly, Marketo, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Salesforce, Omniture
Sprinklr Modern Sales & Engagement Competitors
Hootsuite, Radian6, Sendible, MavSocial, Adobe Social, Khoros Marketing (Formerly Spredfast + Lithium), Interactions Digital Roots (formerly ENGAGE), Oracle Social Cloud (discontinued), Salesforce, Oracle Social
Sprinklr Modern Sales & Engagement Support Options
Paid Version | |
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Phone | |
Live Chat | |
Forum/Community | |
FAQ/Knowledgebase | |
Social Media | |
Video Tutorials / Webinar |
Sprinklr Modern Sales & Engagement Technical Details
Deployment Types: | SaaS |
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Operating Systems: | Unspecified |
Mobile Application: | Apple iOS, Android, Windows Phone, Mobile Web |
Supported Languages: | 65 supported languages, including English, French, Italian, German, Russan, Spanish, Simple Chinese, Japanese, and Portugese |
Frequently Asked Questions
What are Sprinklr Modern Sales & Engagement's top competitors?
What is Sprinklr Modern Sales & Engagement's best feature?
Reviewers rate Twitter and Campaign success analytics and Real-time tracking highest, with a score of 8.5.
Who uses Sprinklr Modern Sales & Engagement?
The most common users of Sprinklr Modern Sales & Engagement are Enterprises from the Marketing & Advertising industry.