Very happy with the service Sprinklr Care gives me. Enables me to keep on working with the platform in an efficient way.
Sprinklr Care is used centrally where issues are collated and then requested to Sprinklr Care.
Sprinklr ServiceFormerly Sprinklr Modern Care
Sprinklr Service
Sprinklr Service
Overview
What is Sprinklr Service?
Sprinklr Service is a digital-first, proactive customer experience solution that lets brands analyze billions of conversations in real-time. Sprinklr’s AI engine taps into conversations across chat, social, messaging, email, SMS, voice, and video to identify intent and sentiment, using self-service...
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What is Sprinklr Service?
Sprinklr Service is a digital-first, proactive customer experience solution that lets brands analyze billions of conversations in real-time. Sprinklr’s AI engine taps into conversations across chat, social, messaging, email, SMS, voice, and video to identify intent and sentiment, using self…
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Product Details
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- Competitors
- Tech Details
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What is Sprinklr Service?
Sprinklr Service is a digital-first, proactive customer experience solution that lets brands analyze billions of conversations in real-time. Sprinklr’s AI engine taps into conversations across chat, social, messaging, email, SMS, voice, and video to identify intent and sentiment, using self-service and automation to solve problems quickly and deliver better experiences.
Users can resolve issues using customers’ full history across channels and leverage AI to empower agents with the best responses. The solution is equipped with real-time contact center analytics that uncover actionable insights to trigger improvements in proactive care, reducing inbound contact volume.
Sprinklr Modern Care Features
- Reduce Churn: AI Model for Sales Intent, Automated Tagging, Automated Routing, Care CSAT Detection, FB Ads Click-to-Messenger, Knowledge Base, Community, Omnichannel Reporting
- Decrease Costs: Surveys, Smart Responses, Canned Responses, CRM Integration, AI Engageable/Non-Engageble, Integrated Chat Bots, Community
- Increase Customer Satisfaction: Message Intent, Assignment Engine, Message Intent, Automated Tagging, Agent Console, Supervisor Console, Omnichannel Reporting, Journey Facilitator, Smart Compliance, Automated Customer Authentication, Audit Checklist, Approval Workflows, Listening Themes, Care CSAT Prediction, Macros for Escalation
Sprinklr Service Lite
Sprinklr Service Lite is an out-of-the-box, enterprise-grade contact center solution used to free users to focus on meeting customers’ expectations, instead of digging through reports or training teams.
Sprinklr Service Features
- Supported: Sprinklr Voice
- Supported: Live Chat
- Supported: Contact Center Intelligence
- Supported: Agent Assist
- Supported: Self-Service Community
- Supported: Automated Workflows
- Supported: Knowledge Base
- Supported: Conversational AI and Bots
- Supported: Multichannel Support
Sprinklr Service Videos
Introduction to Modern Care
Introduction to Importance of team collaboration
Increasing agent productivity through call deflection and AI driven efficiencies
Sprinklr Service Integrations
- Zendesk Support Suite
- Salesforce.com
- Slack
- Jira Service Management
- Microsoft Dynamics 365
- Global Relay Archive
- WordPress
- Trustpilot
- Tableau Online
- Stripe
- Shutterstock
- SAP Service Cloud
- PowerReviews
- Microsoft Power BI
- Optimizely Content Marketing Platform
- Azure Bot Service (Microsoft Bot Framework)
- MediaValet
- Mediaocean
- Medallia
- Mailchimp
- Kochava
- Haptik
- Looker Studio
- Google Analytics
- Giphy
- Getty Images Enterprise Solutions
- Freshsales
- ESKORT Compliance Solution
- Domo
- Canary
- Bitly
- Bazaarvoice
- AppsFlyer
- Adjust by AppLovin
- Adobe Experience Platform
- Adobe Experience Manager
- ServiceNow Customer Service Management
- Proofpoint Digital Risk Protection
- Acoustic Exchange
- Lyearn
- Oracle Service
- Adobe Marketo Engage
- Firebase
- Google Marketing Platform
- FormAssembly
- Treasure Data
- Nonli
- go.usa
Sprinklr Service Competitors
Sprinklr Service Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | Apple iOS, Android, Windows Phone, Mobile Web |
Frequently Asked Questions
Qualtrics XM Discover, Verint Messaging, and Zendesk Support Suite are common alternatives for Sprinklr Service.
Reviewers rate Availability and Performance highest, with a score of 9.9.
The most common users of Sprinklr Service are from Enterprises (1,001+ employees).
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Reviews and Ratings
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February 28, 2023
Very happy with the service Sprinklr Care gives me. Enables me to keep on working with the platform in an efficient way.
Sprinklr Care is used centrally where issues are collated and then requested to Sprinklr Care.
- Issues are logged immediately with a reference and severity assessed
- I trust and know that the first response as to a solution or clarification will come within the hour
- Very friendly manner
- Recently it came up that the rule engine cannot be controlled per user. This was identified and a feature request made
- I have no major issues with how Sprinklr Care works or response times
February 09, 2023
Modern care and other module usage review
Score 8 out of 10
Vetted Review
Verified User
Sprinklr Voice provides powerful call routing and IVR features to guarantee that customers are connected with the proper person for their needs and allows us to quickly track and respond to customer enquiries and comments. In addition, the platform provides us with sophisticated analytics and reporting tools to better comprehend client feedback and activity. When it comes to enhancing call center operations and delivering first-rate customer support over the phone, Sprinklr Voice is a fantastic option. The fact that it can be used with other Sprinklr offerings to provide a unified view of consumer interactions increases its usefulness.
- Voice module
- case creation and assignment
- Workflow
- Modern Research
- Journey Facilitator
- Case management has room for improvements
I used it for FMCG brands. There were so active on social media and have a lot of brands. It was really important for the brand at that time to have perfect social listening & community management solution so we decided to go with Sprinklr Modern Care which ultimately became so important for us. It is a very smart & useful tool, a unified platform to cover all your social media management needs
- Social Listening
- Community Management
- Addressing critical complaints
- Sync issues sometimes happen
- Historical data sometimes not fetched
May 24, 2022
Longtime user
Score 9 out of 10
Vetted Review
Verified User
The tool is used for daily moderation of social media channels. The tool also allows you to create detailed reports summarizing activities in social media, for example, sentiment, reaction time, and volume of messages.
- Fast download of real time entries.
- The possibility of applying detailed categorization.
- The possibility of applying detailed sentiment of messages.
- The possibility of sending the NPS survey.
- Sentiment - should be more visible, less clicks.
- Status changes when user is log out - repair bug.
- Sometimes we have problems with incurring cases.
November 25, 2021
Why we use Sprinklr
We use Sprinklr Modern Care in our Business Unit, and it greatly improves our efficiency. We get a fast overview of our data, and are able to do a deep dive into them. It also allows us to create our own formulas and completely tailor the backend to our needs. This way we always have insights into our performance.
- Is very adaptable and customizable.
- Very easy to use.
- Is an all-in-one service platform.
- Accurate data collection.
- Smaller platform integration.
- Community Management.
May 21, 2021
Great product for a company with large budgets!
We used it for social community management and scheduling of paid and organic posts
- Good customer support for clients
- Easy to use interface
- Customizable metrics and fields
- Turn over of client representatives
- Expensive but worth it in the long run
- Social listening is not as advanced as Brandwatch
November 11, 2020
Put out social media fires before you get burned.
In today's social media environment, bad customer experiences can spread like wildfire. We strive to provide the very best customer service and Sprinklr alerts us to customer concerns so that we may address them before they get out of control. Sprinklr helps us protect our reputation and, more importantly, help us take care of our customers.
- Finds and delivers concerns voiced on social media.
- Offers a way to track our follow up.
- Cumbersome user interface.
- Needs to be simplified.
- Some options are not logically placed.
November 07, 2020
Good tool for social care in bigger companies
We use Sprinklr to interact with our customers on social media and monitor comments and mentions by our customers.
- Great overview of which messages, comments, mentions etc. got answered already
- Good overview for teams to see who's already working on single cases
- Nice way to build our own individual dashboards with all information each of us needs
- Nice tools to interact with customers
- Better message histories and mentions on Twitter
- More filters for dashboards (e.g. hide already assigned cases) etc.
- Combining of multiple messages from the same customer in dashboard view
November 05, 2020
A great tool with everything in the one place.
We use Sprinklr Modern Care as a scheduling, monitoring and reporting tool for our social channels across Facebook, Instagram and Twitter. It is used by me and my colleagues every day as our main communication tool. It allows us to have everything in the one place for our social communications.
- Great editorial calendar for scheduling
- Great reporting tools that provide a variety of real time insights
- I like that you can like and respond from different social accounts with just a few clicks
- I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
- You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
- I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.
October 21, 2020
Making good use of Sprinklr Modern Care
Sprinklr Modern Care is being used to handle customer service issues on social media. It is used by a corporate department and customer service associates in various locations throughout the country to communicate with customers on-platform. Oftentimes, once contact is made the issue can be better addressed via direct message or phone call.
- Quick identification of customer service issues on social media
- Ability to respond quickly to customer service issues on social media
- Opportunity to respond on-platform
- Filtering through social posts for legitimate issues vs. noise
- Not all posts should be handled by customer service specialists.
- Not all posts are from legitimate customers.
October 05, 2020
Easy to use automated platform
We utilize this system to automate and standardize processes to make it easy and quick to upload and share content. It helped generate better content and give a consistent brand across the company. The automation side of it also helped reduce production costs, which was a huge benefit for our company.
- Automation
- Consistency
- Low cost
- Billing system wasn't the best.
August 23, 2019
Sprinklr Review
My team uses Sprinklr specifically for interacting with posters on Facebook and Twitter, with Instagram as well hopefully in the future (we're waiting to find out something about DMs pulling in). It's also used by the Marketing arm of Social Care to schedule posts. We use a lot of the reporting features to collect data to make our customers' experience even better. It also gives leadership a kind of "roadmap" of pain points.
- I love the setup and getting to go between different tabs to keep up with social activity.
- Being able to add a Macro at the drop of the hat has been great.
- Being able to view the parent post in Sprinklr quickly has been awesome.
- Sometimes I've seen a 1-3 minute delay of posts being assigned to a user out of the 'awaiting assignment' column.
- Ensuring a post goes back to the person who was most recently speaking with the poster.
- I wish individual users had more autonomy to make changes that would only show up for that person, not the whole group. Maybe within settings, or organizing your own dashboard.
August 16, 2019
Exceeding Expectations with Sprinklr Modern Care
My firm (social media department) uses Sprinklr Modern Care in order to resolve and measure customer care issues in an integrated way across our channels. This platform also allows us to manage service interactions at scale. This allows us to streamline processes and monitor messages and activity across our social media channels.
- Reroute and bring in Social Media Messages
- Connect with CRM tools
- Analysis with AI-capabilities
- Creating dashboards can be rather difficult
- Customer Service and Tech team can be hard to reach for one-off questions
- Automatic responses cannot be configured in a more personalized manner
August 05, 2019
Sprinklr review
[Sprinklr Modern Care is] Used by the marketing department regionally supporting our social media strategic decisions.
- Routing needs
- Solving customer problems
- Monitoring customer questions and doubts
- Integrations with CRM Platforms
- Real Time Analytics
June 24, 2019
Sprinklr Modern Care helping us meet or exceed the expectations of the travelling public
We are using Sprinklr Modern Care for social media customer service and outreach and are also evaluating the platform for expanded email care across several teams.
- Automated routing to appropriate teams
- Automated notifications for certain types of content or posts from certain users
- The reporting options are fantastic.
- We've integrated a chatbot seamlessly with Sprinklr modern care so our team members can pick up a conversation if our bot isn't able to provide an answer.
- There is always room to improve the speed of response and efficiency by introducing keyboard shortcuts for our most used macros, actions, etc.
May 17, 2019
Sprinklr Care Support
Used for the quick resolution of platform related technical issues, such as data fetching glitches, visualization rendering issues, etc. It is being used by the social media marketing team and it helps us to be timely and accurate with our reporting needs for clients.
- Quick resolution.
- Round-the-clock coverage.
- Strict SLAs.
- Procedure to lodge a ticket.
- The amount of communication required for the Sprinklr team to understand the problem could be less.
- Timeliness of responses.
May 15, 2019
Sprinklr Product Review
We use Sprinklr for social media engagement. We use Sprinklr for both paid and organic promotions across social media channels. Sprinklr is used by the whole organization to develop the business. We use it for marketing and risk identification across the company globally. The reporting module is also good to get all the information in one place.
- Engagement module for publishing and engaging with all the social channels audience.
- Listening module to understand marketing and risk.
- Paid and organic modules.
- Reporting data accuracy
August 17, 2018
A handy tool to quickly create online communities
Sprinklr Modern Care is a handy tool that allows for easy creation of an online community. I evaluated the service to help create "brand ambassadors" to support referrals, but it's a helpful SEO tool.
- Easy creation of online communities.
- Support referrals by engaging current customers.
- Creating cross-platform experience.
- User-interface appears a bit dated and could use beautification.
- Mobile functionality could improve.
- No mobile app!
December 30, 2014
Got Satisfaction with Sprinklr Modern Care
Sprinklr Modern Care was used to create a central hub for customer service offerings for a new product. The new product direction was supposed to make the customer experience easier, for both the customer and the employees, so Sprinklr Modern Care was put in place to help achieve that goal. The customer service process prior to Sprinklr Modern Care was through email or direct contact means, which made question and answers, feature requests, and bug reporting difficult to track and maintain. Sprinklr Modern Care allowed us to centralize all the information in one location where duplicate requests or issues could be handled, and customers could help service themselves using the Search and Forum approach that Sprinklr Modern Care employs. It also allowed our QA and Engineering staff to keep status updates in front of customers for more transparency.
- The Sprinklr Modern Care UI for users and administrators is pretty user friendly and inviting. The theme they used and functionality they have put together was thought with the end user in mind.
- The Search feature is one of the key points for Sprinklr Modern Care, with how it suggests potential duplicates or similar threads first, for a user, before creating their own issue or post. This helped eliminate much of the duplicate requests and posts we were receiving.
- The ability to have different levels of administrators for the product allowed us to maintain high level control over certain groups in our organization, delegating different permissions to different teams. We could also promote non-employee users to have some level of control for assistance.
- Sprinklr Modern Care provides an API for accessing information on users and use of the forum. It's still being built up, and while it has come far from where it initially was, it's a little difficult to work with and acquire the information you need.
- Sprinklr Modern Care was designed with ease of use and quick deployment in mind. Because of this, the customization abilities are not as solid as more custom or open applications. They are improving this, but it provided several challenges for our purposes when trying to remove components or shift items around.
- The reporting tools for administrators was lacking in the UI, though the API available presented much of the information we wanted. We created a custom solution to call the API and inject the report information from the API into our administration area but we would have much rather had something built in to the product.
- While the search functionality and the way the threads are maintained is the strength of Sprinklr Modern Care, the weakness is the navigation and navigation options. It's easy for a user to post a comment, request, or question, but few people identify the navigation aids in the breadcrumb to allow jumping to specific sections and filters. Navigation could use solid improvements for user experience.
December 04, 2014
Excellent product but mobile is weak.
Score 7 out of 10
Vetted Review
Verified User
- It's great at tagging products by user type and question type. We can then pipe this into our support system (e.g if there is a problem with a particular product or service). Great filtering
- Integrates with Gira (ticketing and project management for product teams)
- Offers many widgets to customize look and feel. This is really stellar.
- Our users like it. Easy for them to use.
- Mobile interface. Users have to be authenticated user on our website. In other words, they have to have an account to access the community. We're pushing mobile heavily.
- FastPass (single sign-on widget) doesn’t work on mobile devices. They are going to fix it. This is on the roadmap. When we turn authentication off – spammers.
- Ability to merge questions comments (content) merging or forking was impossible. This has been fixed. We are using for our crowdsourced FAQs.
- Metrics are a bit lacking: how many unique users? How many questions, sentiments? How many repeat users. These are not accurate. Would love to have much better metrics.
- In-person training
November 26, 2014
Sprinklr Modern Care Lives Up to Its Name
Score 10 out of 10
Vetted Review
Verified User
- System configuration and day-to-day management is straightforward and intuitive.
- Managing questions, ideas, and reported issues works well even as usage grows over time.
- Automated notifications about site activity and ability to route feedback helps to streamline managing the community.
- Analytics and reports allow you to dig into what's happening on a macro and micro level.
- The basic packages do not include the advanced analytics. Once you start to scale these become very important to managing the community long-term.
- There are limits to how you can engage with or identify specific users for more detailed follow-up. This can be a challenge when trying to resolve an issue.
- Self-taught
Sprinklr Modern Care serves as the main customer support forum for my company's network of entertainment websites, and provides a direct line of communication between the people working on our sites (us!) and the people visiting and using the sites. While our Sprinklr Modern Care communities are managed and maintained by just a handful of employees (myself included), everyone at the company receives and reads the notification emails about what's being posted, ensuring that all employees are up-to-speed on what sort of features our users are requesting, which questions are being asked, and what sort of bugs are being reported. It not only serves as a home for our websites' FAQs — where new users can find tips and pointers on how to use the sites most effectively — but it also gives users the opportunity to directly submit their own ideas for new improvements to the site, many of which are ultimately implemented by our Product team. In the past, users' posts to our forum have often alerted our team of important site issues or bugs that may have otherwise been overlooked until much later.
- Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually.
- Multiple management seats/levels: Sprinklr Modern Care allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account.
- Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking.
- Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks.
- Topic search: The search functionality leaves something to be desired. Sometimes I need to reference a topic that has already been posted, or find a pre-existing topic in order to merge it with a new one, and the search function fails to find the right topic for me, even when I know I'm searching for the correct topic title. I find myself keeping a doc of URLs of my most-referenced topics just in case I need the URL and the Get Satisfaction search fails me.
- Sign-ups: In most cases, users must sign up for a Get Satisfaction account in order to post a question or problem, instead of being able to use their existing credentials for our own websites. Many of our users don't appreciate needing to sign up for an additional service in order to provide feedback on our site(s), or become confused and think they can log in with the credentials from our own service. I believe there is an option to incorporate your site's logins and use a single sign-in feature (at least there used to be), but it was too costly for us.
- No way to turn off comments: I get that it's a community and the point is to offer a place for users to communicate with us, but some company updates invite commentary that we'd rather keep private. It would be nice to have the option of turning off user replies for certain company-sponsored posts and FAQs.
August 03, 2014
Get Satisfied!
Sprinklr Modern Care is primarily used by our support team as an additional support avenue for customers to connect with us on but unlike traditional avenues of support where an answer will only help the customer who receives it, a reply on Sprinklr Modern Care has the potential to help our entire user base. It also helps us to pinpoint trends if there's a problem with our product or service and prioritize feature requests.
- Transparency—Sprinklr Modern Care allows us to engage with our customers openly and honestly. Even frustrated or angry customer posts offer an avenue for us to display our business integrity and turn negative experiences into positive ones.
- Moderation—Being able to moderate and organize our community so easily by merging topics into one canonical thread or archiving out of date threads helps to keep our search results relevant and improves the chances that our visitors find the help they need easily.
- Company Visibility—The ability to easily alert any company employee of topics that might be interesting to them helps to improve the overall visibility of our customers. It also makes it easier to spot trends and encourage quick action if many people comment on one topic with the same problem.
- We manage multiple communities as we offer our product in several different languages so a key feature for us was the ability to move topics between communities. This feature was removed for an extended period after a release which had a big impact on our ease of use. While their support team was willing to move topics for us using their back-end, it meant posting to their forum and waiting on their action each time we needed to do this. It was a frustrating experience but was ultimately resolved to our satisfaction when the feature was re-enabled.
Sprinklr Modern Care was used to help users manage their finances better using Adaptu. It was used primarily by the marketing department, but it was also used to help make product development decisions as well.
- Connected to Salesforce.
- Allowed users to share their solutions as well.
- Lets companies designate employees on the platform.
- You have to pay more for better users experiences.
- The ability to merge and classify issues was a bother.
- Would have liked more options when it comes to customization.
February 13, 2013
Absolutely fantastic tool!
Score 10 out of 10
Vetted Review
Verified User
- It's an absolutely fantastic tool for an organization to push through change. It helps generate new ideas for product and feedback.
- The technology is easy to use, the user experience pleasing. It allows for great brand adjacency.
- We would like to see some improvements around user identity and its relationship to records in the CRM system (Salesforce.com). There's a representation of a customer in Sprinklr Modern Care - but it may not have a direct record match in Salesforce.com. The integration that exists with Salesforce.com is just for ticketing.
- In-person training
- Self-taught