Sprinklr Service

Formerly Sprinklr Modern Care

Sprinklr Voice has been a game changer for our business. The platform's advanced voice analytics capabilities have given us a deeper understanding of our customer's needs and preferences.

Sprinklr Care is a very good service and I have no major issues.

If you are a "bigger" company and are looking for a platform that combines all of your social media services into one, this is the platform for you. It make it easier for one person to handle all of the marketing needs. If, however, you are a smaller company, this platform will probably be a bit too expensive and elaborate. You're better off waiting to grow by yourself and acquire it at a later stage.

Seems to do a great job of finding and alerting us of customer concerns. I wish the notification system was less intrusive. This morning I came to work only to find 277 emails with the same notice. If I were ignoring a concern during working hours, the repeated notifications would not only be justified, they'd be welcome. Minor complaint but it is annoying. The interface could be easier to navigate as well. When I am in a hurry to find someone to resolve a customer's concern, the Sprinklr site is hard for me to find the information I need.

Sprinklr Modern Care is great when paired with a chatbot or with larger, more complex teams that have varied skill sets or languages. It is also great for smaller, niche focus teams as it provides the majority of what all organizations will require from routing, to case assignment to governance and reporting.

UI is very user-friendly. Listening and benchmarketing modules are very helpful in understanding the business. The engagement module to reach your audience works well.

When it comes to community management & crisis management, it really helps resolve the issue. It has a mobile application as well so it becomes very easy to do the stuff right on time

Moderation of profiles on various social media channels. Publication of posts. Summarizing and reporting on social media activities.

Good places - Community management, content approval queues, customizable fields and metrics, and social listening, influencer tagging and management, sentiment monitoring and brand protection

average places - paid social content scheduling, this can accrue very high costs if you are a smaller business, and do not have enough in paid media to support the operational costs.

It's great for scheduling and monitoring social channels.

I sometimes find it difficult to navigate. There seems to be a huge platform of tools but it's too daunting to dive in and use them all.

Sprinklr Modern Care is well suited when issues are clear and clearly identified. However, it is somewhat less suited or less appropriate for filtering those issues, weeding out inappropriate issues, and other noise within social media posts. Identifying which issues are legitimate and need to be handled by customer service specialists is key.

If you are looking to achieve a consistent brand with your content in an automated and easy to use system, I highly encourage Sprinklr Modern Care.

In the case of issues with big outages that affect many customers, comments on comments from other customers, and so on, there isn't a good possibility to see the whole history and other comments/mentions on the same tweet. There is much room for improvement to get a better overview in such confusing cases. Besides that, Sprinklr does a good job handling single-customer requests.

The way Sprinklr assigns posts helps to keep employees from getting overwhelmed. It has helped us streamline responses, increase the response rate, and keep in constant contact with our posters. The ability to plan posts in the future offers a chance for additional review. My favorite part has to do with data and how much you can drill down to find a certain category or subcategory, along with the ability to constantly add new categories and track sentiment.

My favorite feature of Sprinklr Modern Care would be the automatic responses feature. This helps our team reduce our response times and increase efficiency overall. Another neat feature would be the ability to gauge the sentiment of the message (whether it's positive or negative). This has added additional color to some of our analysis.

The Sprinklr Care team has been very responsive and helpful in resolving any issues/complaints faced.
If you're working over the weekend and have issues with the platform, Sprinklr Care has been available over the weekend for issue resolution.

Sprinklr Modern Care is a great tool for an organization looking for an easily deployed and managed system without a ton of bells and whistles. It fits the bill for solutions where a complex reporting and management system is not needed, but a user friendly, easily accessed system is necessary. The Search and Forum approach, along with the ability to add various post types, including Bug reports and Praise, make it a suitable option for smaller to mid-size organizations.

When we first started using the application we had a need for requiring users emails be available, more detailed reporting in the admin area, the ability to add notification posts that would banner at the top, and modals upon login. Unfortunately, these are customizable features you might find in larger scale products that were not available in Sprinklr Modern Care. Thankfully, they improve constantly and addressed the email issue in an update. The other items we were able to customize with some clever scripting.

If options like the above items, or the ability to modularly control the functionality and look and feel are requirements, Sprinklr Modern Care may not be the best solution. It's a great option, though, if you don't need all of that.

Sprinklr Modern Care was the right solution at the right time for the right price to solve the right problems. I had used other tools and Sprinklr Modern Care really pulled things together in a way that met our needs.

Now using Sprinklr Modern Care for multiple product communities with varying degrees of usage and configuration. Some additional look-and-feel options or greater flexibility in the design that would be great. But those come at a higher price and weren't something we needed to initial get off the ground and going.

They have recently changed their pricing model so it will be interesting to see what happens going forward. Their basic packages made it a no-brainer to start using the system quickly and start seeing results.

For consumer products or services that lend themselves to community engagement (food, electronics, game), Sprinklr Modern Care is a very nifty tool.

Sprinklr Modern Care is well-suited for a company with multiple community managers — or multiple employees interacting with the customers/users of your service. It's also well-suited for a company that has a high volume of user interaction, ie: many users writing in with the same or similar questions/requests, as it's a helpful tool for consolidating duplicate questions into one organized topic.

Companies that are not willing to be open with their customers will not thrive with Sprinklr Modern Care as it is meant as a tool to facilitate honest conversations between customers and companies. For example, one company I used Sprinklr Modern Care with had a thriving and engaged community however due to a new partnership that had to remain secret, we put the majority of our focus on a project that could not be announced for close to a year. Because we shifted direction but were unable to explain our reasons to our community, they felt abandoned and angry. If you know that you may not be able to maintain an open and transparent conversation with your customers for whatever reason, Sprinklr Modern Care may not suit your long term needs.

It is best for product feedback and collecting testimonies.

The enterprise pricing model doesn’t connect well to their small business, mid-market model. There is a gap between mid-market/SMB pricing and enterprise that I expect them to work out over time. As an evaluator – you need to be very clear on what you’re getting and what you need. In our case, we bought enterprise because of Salesforce.com and support.