Sprinklr Modern Sales & Engagement

Sprinklr Modern Sales & Engagement Reviews

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June 02, 2021

Improve Online Presence with Sprinklr

Taylor Hone | TrustRadius Reviewer
Taylor Hone
Area Mission Specialist: Strategic Development
The Church of Jesus Christ of Latter-day Saints (Non-profit Organization Management, 5001-10,000 employees)
Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We are using Sprinklr [Modern Sales & Engagement] to try to efficacy of our corporate and local advertisements. We have hundreds of independent groups that are running advertisements worldwide. Sprinklr [Modern Sales & Engagement] allows us to capture the success metrics for each of these metrics in one place to be able to identify best practices in our advertising efforts. We then share these best practices with our independent groups to improve their advertising efforts.

Pros and Cons

  • Easy to understand data and dashboards
  • Reliable customer service
  • Synchronizes well with main social media platforms
  • Insights from dashboards could be more actionable rather than informational
  • External link dashboards do not allow users to adjust timeframes of the data
  • Many issues with Facebook ad accounts being deactivated from Sprinklr and consistently have to be added back in

Likelihood to Recommend

Any large organization that is looking to have an effective social media presence and achieve outcomes through advertising would be benefited by using Sprinklr [Modern Sales & Engagement]. The system allows a streamlined way to see how your audience is responding to your posts and advertisements online. It would not be well suited for a company that is not engaged with a social media presence.

Support Rating

9
I have found the Sprinklr team we have worked with very willing to meet and work with us whenever we have needed them. The tool isn't perfect, but their team is very responsive to our needs. Couldn't ask for better support.

Sprinklr Unified Platform

We have benefited from being able to see how our "customers" are engaging with us in our online platforms and through our social media advertising. This has allowed us to identify and share best practices with our independent groups of how they can increase their effectiveness and reach online which has resulted in greater business outcomes.
May 30, 2021

Sprinklr is WORTH it!

JR
Jessica Rubio
General Manager
American Campus Communities (Real Estate, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

All of our properties use Sprinklr for social media management and tracking engagement and metrics. It allows for those at our corporate office to oversee what we are doing at the property level and allows me as the GM to oversee what our leasing team is posting across all platforms without having to log in to each separately.

Pros and Cons

  • Engagement dashboard.
  • Asset management.
  • Global access.
  • Suggested content emails.

Likelihood to Recommend

Perfectly suited for anyone or any company that runs social media on more than one channel OR who would like to also monitor reviews and respond in tandem. Not suited for running or monitoring one channel unless you solely want to depend on the asset management.

Support Rating

I personally have not had to utilize support for Sprinklr.

Sprinklr Unified Platform

All users can see the data in realtime and all info for all channels at the same time versus logging in separately. We can send items to each other as well or assign items which makes it much easier to stay on top of things. Much more efficient overall for those accessing.
June 12, 2021

Sprinklr Modern Sales & Engagement is the way to go!

Verified User
Employee in Social Media
Computer Networking Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We moderate client's social media accounts with Sprinklr Modern Sales & Engagement. Our organization uses it for various clients and will soon be going over to it almost 100% for clients. But for now, my team moderates all content that comes in for one specific client. We address questions, complaints, compliments and other remarks from customers.

Pros and Cons

  • Moderation.
  • Listening.
  • Engagement.
  • Pulling speed.
  • Tag functionality.

Likelihood to Recommend

Clients, such as ours, that want multiple social media platforms observed and engaged with would really work well with Sprinklr Modern Sales & Engagement. In a matter of minutes we can engage with people across multiple platforms, such as Facebook, Twitter, Instagram, LinkedIn and more. It would take so much more time, and therefore resources, to do all of these manually.

Support Rating

10
Support is amazing. We have had to reach out [to] them only a few times in the past few years. Each time, they were back in touch with us within the hour or two, no matter the time. We've always had our issues addressed quickly and promptly corrected. They are a great team to work with.

Sprinklr Unified Platform

Immensely. In the past, our company had to do front side checks and native checks for multiple brands across multiple platforms. The hourly work, and wages, were increased every time we took on a new client. With Sprinklr Modern Sales & Engagement, we can put in different clients and all their platforms together, and check content much quicker and more efficiently. This cuts down on work time for everyone and saves us all money.
June 10, 2021

Great Service Experience with Sprinklr

Verified User
Employee in Social Media
Information Services Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

  • Sprinklr Modern Sales & Engagement is used for supporting Uber customers with their concerns raised on social media platforms (Twitter, Facebook, Instagram).
  • It is used by the social media support teams across Uber.
  • We use it to resolve social media concerns within the underlined SLAs.
  • We support riders, eaters, delivery partners, drivers who come up on social media for their issues.
  • We provide instant and dedicated support for influencers and emergency issues that come up on the tool.
  • We deal with viral cases amd monitor them on Sprinklr on a regular basis.

Pros and Cons

  • Instant delivery of tweets, FB posts to the tool. Very fast
  • Admin management of users and insight generation through case data
  • Case level and profile level interactions are separated making the lives of the social media specialists in assisting the customers
  • Need to improve user interface
  • Minor glitches on the tool which result in hindering employee's productivity
  • Sprinklr doesn't support sending DMs to social profiles where users are not following company social handles

Likelihood to Recommend

Overall, [Sprinklr Modern Sales & Engagement] is a fit for answering social media queries and admin management. However, please find below some scenarios where the tool doesn't work well:

1. Sometimes when we submit responses/replies, it takes longer to for them to be sent to the customers.
2. The agent interface would load for longer than required sometimes.

Support Rating

7
I give 7 because sometimes even if we raise issues, some are still left in pending for longer time than usual. But smaller issues related to tool glitches can be solved by the support team available on their website. Actually they have a real time or live agent support available for these kind of queries or support requests. Overall, I am satisfied just those issues which are intermittent.

Sprinklr Unified Platform

1. We have maintained a Service Level Agreement of 90% or above at all times using the tool.
2. Our resolutions are on top of all services when compared to services rendered by other companies on social media platforms.
3. Our customers are very happy for the timely resolutions and our Customer Satisfaction is always above 4 on a scale of 5.
November 22, 2020

Modern Engagement Review

Verified User
Employee in Marketing
Sporting Goods Company, 5001-10,000 employees
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

  • Engagement dashboards are digestible and easy to understand.
  • More capabilities than in-platform analytics.
  • Editing widgets to a desired outcome is sometimes difficult.

Likelihood to Recommend

I'd recommend Sprinklr Modern Engagement be used for robust reporting needs and big-picture understanding of campaign results. It would not be great to use for consumer insights or understanding the audience on a platform.

Support Rating

7
I like most of the functions of Sprinklr Modern Engagement, although some of them don't seem to be as simple and straightforward to use as they could be. Ultimately, it gets me the information I need even if it requires a little tinkering. This could also be due to a lack of prolonged experience in the platform.

Sprinklr Unified Platform

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.
April 04, 2020

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

Matt Stevens | TrustRadius Reviewer
Matt Stevens
Director, Digital Marketing
CBL Properties (Real Estate, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

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.

Likelihood to Recommend

Sprinklr is well suited for companies that are either broad and/or ones that get a high volume of social interaction. Your Marketing team must have the drive to dig into the tool. It took us several years to start mastering all that it can do. If your company doesn’t have those components, especially the last one, Sprinklr will not be used to its full potential.

Support Rating

9
Sprinklr is a superior product to other tools out there. We’ve used some of them in the past and vetted others, but they pale in comparison to what we can and have done in this single platform. Like anything in this world, they are not perfect, but they have designed a really good and useful product.

Sprinklr Unified Platform

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

Sprinklr: Grow your Social Media Garden

Stephen Wittmaak | TrustRadius Reviewer
Stephen Wittmaak
Digital Marketing ad Social Media Specialist
Lennar Homes (Construction, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

  • 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.

Likelihood to Recommend

If you are running social media for more than a dozen different accounts, like in property management, it's a solid choice to keep track of everything in one spot.

Support Rating

8
Nothing is perfect, but when you have a lot of cooks in the kitchen, or people accessing your back end of social media, Sprinklr helps mitigate a lot of issues.

Sprinklr Unified Platform

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.
May 14, 2020

Useful Platform for Managing Multiple Accounts

Verified User
Professional in Marketing
Insurance Company, 5001-10,000 employees
Score 6 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

  • 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

Likelihood to Recommend

Sprinklr Modern Engagement is a convenient platform for monitoring custom responses across multiple channels; you can set keywords to filter anything that likely needs immediate attention and respond quickly. It's also useful for posting updated across multiple profiles which is a huge time-saver.

Support Rating

8
I had limited first-hand experience with Sprinklr customer service but did get the impression they were responsive and helpful.

Sprinklr Unified Platform

I did not use any other products and do not believe the company does either.
May 14, 2020

Amazing tool for social teams

Verified User
Contributor in Marketing
Hospital & Health Care Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

  • Community Management
  • Data
  • Publishing
  • Tracking
  • Listening
  • User Interface

Likelihood to Recommend

If you have multiple team members, a large social community, multiple channels to monitor, Sprinklr Modern Engagement is by far the best tool. It's so easy to monitor your channels, pull data, all with a few clicks.

Support Rating

9
It's the best tool we've used so far. It encompasses everything a social media team would need to be successful.

Sprinklr Unified Platform

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 14, 2020

Sprinklr Modern Engagement for Healthcare Orgs

Verified User
Strategist in Social Media
Health, Wellness and Fitness Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

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.

Likelihood to Recommend

Sprinklr Modern Engagement is well suited for a larger number of users or a big team that needs to collaborate on messages and schedules across an organization. It's also great for workflow and approvals, especially between teams or in-house/agency relationships. It is not well suited for smaller businesses or companies that have one account per platform. It seems like the functions would be too robust for a small business to handle.

Support Rating

7
Most bugs or fixes are completed in a timely manner as long as you submit an official ticket to Sprinklr Support. I think some fo the feature requests, which take longer to implement, are not high on the list right now, such as better integration with Instagram Stories for publishing and reporting.

Sprinklr Unified Platform

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

Sprinklr sparkles with a couple of smudges

Verified User
Employee in Social Media
Outsourcing/Offshoring Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

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.

Likelihood to Recommend

It is very good for large companies to quickly monitor customer engagement and reply to customer service questions. It works well when it comes to response times and large teams where the messages go to different colleagues each time to limit the wait time for replies.

Support Rating

6
I think support can be quick, but sometimes you don't feel listened to by Sprinklr support and they like to say the problem is on your side instead of really looking into it. It can also take a little while to get through on the phone.

Sprinklr Unified Platform

We have only really used Sprinklr for social media engagement and tracking, which has been working great so far.
November 12, 2019

All-in-one, but pricey

Verified User
Manager in Social Media
Consumer Services Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

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)

Likelihood to Recommend

We have used Sprinklr as a publishing tool for years, and it has really grown into an all-in-one resource. Listening is a fantastic resource to use within Sprinklr, and their reporting can be customized and automated to fit your every need. Not every module is needed for every company, as it can become quite pricey when you're adding up every single module into a total package.

Support Rating

7
They have an automated system for prioritizing customer service contacts, but their account work and delay for support tickets has fluctuated in the past. I would say that they're trending towards more positive as of late.

Sprinklr Unified Platform

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

Super customizable, but difficult to learn

Verified User
Account Manager in Social Media
Marketing and Advertising Company, 5001-10,000 employees
Score 2 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Sprinklr is being used by the whole social media department to monitor social engagement and trends, as well as to schedule content.

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.

Likelihood to Recommend

It's perfect for a large company that receives dozens of engagements and messages a day. Especially if they need to monitor dozens of social pages in addition. It can be customized to any business units' tracking and reporting needed. It is rather too bulky and difficult to use for a smaller group.

Support Rating

1
Awful. The rep has answered questions wrong and sent me down the wrong path when I asked for advice. I also felt that she wasn't responsive or timely.
September 23, 2019

Good but still chasing my social media unicorn platform

Verified User
Director in Information Technology
Publishing Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

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.

Likelihood to Recommend

We manage freelancers. For training purposes, we like to use the moderating feature which allows my team to make sure the copy is well written and the right tags are used. This has been useful. For tagging on LinkedIn, we still find it to be lacking native ability. The ability to tag people if you are using a company's page. I don't know why but the names don't always show up. For heavy engagement on Twitter, we find Twitter to be more efficient.

Support Rating

9
It has improved over the years. This past year has been amazing. Prior, it was horrible. I am quite glad they recognized that customer service is fundamental.

Sprinklr Unified 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.
September 24, 2019

An overview of Sprinklr Modern Engagement

Verified User
Strategist in Marketing
Consumer Electronics Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

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.

Likelihood to Recommend

It is very helpful for tracking the Live event conversations. OR trend monitoring.
But on the flip slide it is difficult to publish Live content on various platforms like Instagram particularly.

There is no Alert creation in this module. If any conversation hike you cannot get instant notification for the same.

Broadly, as a solution its good for large enterprises where a brand need to manage multiple locations.

Support Rating

9
Support is very systematic and particular about turn around time. Basic situation team goes beyond timelines to address issues.

Sprinklr Unified Platform

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.
July 18, 2019

Sprinklr is the best enterprise level social management platform

Aditya Gollakota | TrustRadius Reviewer
Aditya Gollakota
Business Technology Analyst
Deloitte Digital (Management Consulting, 5001-10,000 employees)
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

  • Custom queues
  • Lists and filtering
  • Macros and automation
  • Rule engine
  • API access to platforms
  • Facebook comments/shares
  • LinkedIn inbound engagements
  • Instagram inbound engagements

Likelihood to Recommend

Sprinklr Modern Engagement is well suited for large enterprises that require management of multiple social accounts (can even number into the 100s) that allows unified management at scale. Rolling out social/content marketing campaigns becomes very easy when using Sprinklr. It is also well suited for timely product launches that require publishing at a single time across multiple accounts.

Support Rating

8
Timely response from Sprinklr support in case of any platform issues.

Sprinklr Unified Platform

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.
May 28, 2019

Digital Media Intern

DH
Drake Hougo
Digital Media Manager
Stanford University (Education Management, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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,

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

Likelihood to Recommend

I think Sprinklr should be used for all large corporations who need an easy platform to conduct in-depth data analysis. The learning curve was quick and it was easy to create dashboards for other people in my department. I only used the social media tools though, so it would be hard to provide advice for other components of the Sprinklr keyboard.

Support Rating

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.

Sprinklr Unified Platform

N/A to my experience as an intern.
January 25, 2019

A time-saver when your social media presence becomes overwhelming

Romain Vezirian | TrustRadius Reviewer
Romain Vezirian
Director, Global Brand PR Content & Multimedia
InterContinental Hotels Group (IHG®) (Hospitality, 10,001+ employees)
Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

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

Likelihood to Recommend

Sprinklr is a great platform to manage your social media presence, especially when you get to a point when you have a multitude of different channels and teams working together. It will allow you to oversee all scheduled posts, engagements, incoming messages, etc. It also provides more in-depth features like the ability to dissect your community. Reporting for social is good too, even though it could benefit from further customization.
I would not use Sprinklr is you only have a handful of channels (free tools would do the trick for this) or for social listening alone.
May 14, 2019

Erin’s Sprinklr Review

Erin Daly | TrustRadius Reviewer
Erin Daly
Manager, Digital Advertising
AutoNation (Automotive, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

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

Likelihood to Recommend

Great for big corporations monitoring multiple pages across departments

Support Rating

1
Sprinklr reps are non responsive

Sprinklr Unified Platform

Yes
June 20, 2019

Sprinklr Modern Engagement Review

RM
Raeann Mitchell
Correspondence Rep
Xcel Energy (Consumer Services, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

  • 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.

Likelihood to Recommend

I feel we can help more customers with outages.

Support Rating

9
I feel that we reach a lot of customers through social media.

Sprinklr Unified Platform

Yes.
January 14, 2019

Sprinklr review

Christina Chen | TrustRadius Reviewer
Christina Chen
Digital Marketing Manager
Autodesk (Computer Software, 5001-10,000 employees)
Score 4 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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).

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.

Likelihood to Recommend

I think Sprinklr would be well suited if it's used across the whole organization and everyone was on board. Unfortunately, because our social media activity was run by the company and through an agency and because the whole company and agencies did not adopt or use Sprinklr, it wasn't as effective.
December 21, 2018

Perks of Sprinklr

Melinda Saternis | TrustRadius Reviewer
Melinda Saternis
Correspondence Specialist
Brooks Brothers (Retail, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

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.

Likelihood to Recommend

It’s perfect for monitoring multiple social media accounts. It’s very easy to track trends and popular posts. It’s more of a marketing platform so if the intent is for mostly customer service, I would suggest another platform.
November 14, 2018

Sprinklr Management Review

Kelcey Zacarese | TrustRadius Reviewer
Kelcey Zacarese
Analytics Manager, Social
Havas Formula (Marketing and Advertising, 51-200 employees)
Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

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

Likelihood to Recommend

Sprinklr works best for medium to large companies who have a few hundred to a few thousand employees. This works for a team who is in social care or community management when they need to respond to customers or potential customers. This is also good for a social marketing team who has tried to publish and schedule content in advance.
August 09, 2018

Our Marketing team LOVES Sprinklr!

Daniela Belevan | TrustRadius Reviewer
Daniela Belevan
Account Strategist
DecoGraphic, Inc. (Marketing and Advertising, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

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

Likelihood to Recommend

Very useful if your marketing team is managing a lot of accounts. The reporting and listening tools are extremely helpful especially if you're about to have that weekly meeting with your client! Reporting to clients for us is essential -- and having a tool that helps us with it relieves my work load a whole lot.
December 19, 2017

Sprinklr is a Cockpit of Features for SMM

Alena Van Dalen | TrustRadius Reviewer
Alena Van Dalen
Social Media Marketing Manager
Event Strategy Group (Computer Hardware, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

  • 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.

Likelihood to Recommend

I would absolutely recommend Sprinklr to my colleagues because it is globally supported. Sprinklr is well suited for day-to-day publishing, engaging, and analytics. However, it's not the best tool to manage your big picture calendar.

Sprinklr Modern Sales & Engagement Scorecard Summary

Feature Scorecard Summary

Listening/monitoring (4)
70%
7.0
Boolean keyword searches (39)
66%
6.6
Filtering out noise/spam (42)
69%
6.9
Sentiment analysis (43)
57%
5.7
Broad channel coverage (42)
86%
8.6
Publishing (4)
72%
7.2
Content planning and scheduling (43)
73%
7.3
Audience targeting (38)
69%
6.9
Content optimization (36)
70%
7.0
Workflow management (40)
75%
7.5
Engagement (3)
77%
7.7
Automated routing and prioritization (40)
80%
8.0
Customer interaction histories (43)
73%
7.3
Bulk actions (41)
79%
7.9
Marketing (4)
81%
8.1
Lead generation (25)
71%
7.1
Content marketing (31)
86%
8.6
Paid media management (25)
83%
8.3
Campaigns and promotions (31)
85%
8.5
Channel coverage/integration (7)
84%
8.4
Twitter (47)
85%
8.5
Facebook (46)
87%
8.7
LinkedIn (32)
86%
8.6
Google+ (22)
80%
8.0
Instagram (44)
81%
8.1
Pinterest (23)
84%
8.4
YouTube (30)
85%
8.5
Reporting/analytics (3)
80%
8.0
Campaign success analytics (44)
83%
8.3
Real-time tracking (46)
80%
8.0
Competitor analysis (31)
76%
7.6
Account management (2)
74%
7.4
Role-based user permissions & privileges (45)
76%
7.6
Mobile access (38)
72%
7.2

What is Sprinklr Modern Sales & Engagement?

Sprinklr Modern Sales & Engagement helps users listen to, triage, engage and analyze conversations across modern channels. It helps mid-large organizations to convert social into a revenue driver and reduce churn by proactively engaging more customers. Sprinklr helps teams across departments and regions collaborate seamlessly for content creation, publishing, customer engagement, research and reporting while maintaining enterprise level governance to prevent any brand crisis. Modern Sales & Engagement offers following products:

Social Publishing and Engagement: Plan, publish, and manage brand content across multiple channels from a single platform —then measure and respond to customers engagement with automated workflows, intuition moderation, and engagement dashboards that can be shared across teams.

Distributed:Empower Distributed teams (Sales, Location Managers, Field Agents) with a lightweight, branded experience to engage customers on the digital and social channels they prefer.

Ratings & Review management: Capture reviews for content and monitor ratings for additional consumer insights — then integrate Ratings and Reviews at the point of purchase on a website or mobile app to drive even more conversions.

Conversational Commerce: Help agents or bots lead customers from intent to purchase — and transform social into a revenue driver — with a 1:1 chat based commerce experience that drives product selection and evaluation with AI, integrated product catalogs, and a unified commerce connector.

Sprinklr’s Unified Customer Experience Management is designed to elevate customer experience with Modern Care, Modern Research, Modern Marketing & Advertising.

Sprinklr Modern Sales & Engagement Features

Listening/monitoring Features

  • Supported: Boolean keyword searches
  • Supported: Filtering out noise/spam
  • Supported: Sentiment analysis
  • Supported: Broad channel coverage

Publishing Features

  • Supported: Content planning and scheduling
  • Supported: Audience targeting
  • Supported: Content optimization
  • Supported: Workflow management

Engagement Features

  • Supported: Automated routing and prioritization
  • Supported: Customer interaction histories
  • Supported: Bulk actions

Marketing Features

  • Supported: Lead generation
  • Supported: Content marketing
  • Supported: Paid media management
  • Supported: Campaigns and promotions

Channel coverage/integration Features

  • Supported: Twitter
  • Supported: Facebook
  • Supported: LinkedIn
  • Supported: Google+
  • Supported: Instagram
  • Supported: Pinterest
  • Supported: YouTube

Reporting/analytics Features

  • Supported: Campaign success analytics
  • Supported: Real-time tracking
  • Supported: Competitor analysis

Account management Features

  • Supported: Role-based user permissions & privileges
  • Supported: Mobile access

Additional Features

  • Supported: Engagement Dashboards
  • Supported: Display
  • Supported: Advocacy
  • Supported: Influencer
  • Supported: Gallery
  • Supported: UGC
  • Supported: Ratings & Reviews
  • Supported: AI Engageable / Non-Engageable
  • Supported: Message Intent
  • Supported: Smart Responses
  • Supported: Conversational Bots
  • Supported: Canned Responses
  • Supported: Quick Publisher
  • Supported: Link Shortener
  • Supported: Asset Manager
  • Supported: Editorial Calendar
  • Supported: Distributed
  • Supported: Approval Workflows
  • Supported: Response Compliance
  • Supported: Stop Publishing Rules
  • Supported: 35+ social and messaging channels supported
  • Supported: Distributed
  • Supported: Rule Engine
  • Supported: Display screen programming
  • Supported: Website Social Gallery
  • Supported: Ratings and Reviews
  • Supported: Reporting - Value Realization

Sprinklr Modern Sales & Engagement Videos

Modern Engagement - Engage with people mentioning your brand.

Sprinklr Modern Sales & Engagement Integrations

Sprinklr Modern Sales & Engagement Competitors

Sprinklr Modern Sales & Engagement Pricing

Sprinklr Modern Sales & Engagement Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, Mobile Web
Supported Languages65 supported languages, including English, French, Italian, German, Russan, Spanish, Simple Chinese, Japanese, and Portugese

Frequently Asked Questions

What is Sprinklr Modern Sales & Engagement's best feature?

Reviewers rate Facebook highest, with a score of 8.7.

Who uses Sprinklr Modern Sales & Engagement?

The most common users of Sprinklr Modern Sales & Engagement are from Enterprises and the Marketing & Advertising industry.