TrustRadius Insights
User-Friendly Interface: Users have found the interface of Sprinklr Modern Care to be easy to navigate and visually appealing. The …
Starting at $249 per month per seat
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What is Sprinklr Service?
Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights. Sprinklr Service – Enables customers to…
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Pricing
Sprinklr Service Self-Serve Plan
$249
On Premise
Per month (billed annually) per seat
Sprinklr Service Enterprise Plan
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On Premise
Per month (billed annually) per seat
Entry-level set up fee?
- Setup fee optional
For the latest information on pricing, visithttps://www.sprinklr.com/pricing/custom…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $249 per month per seat
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Sprinklr Service?
Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights.
Sprinklr Service –
Enables customers to interact with a brand on their preferred channel for a consistent brand experience.
Empowers agents with unified/360 customer view and recommends the most relevant responses with AI to improve agent productivity and experience.
Provides meaningful and actionable insights to supervisors to drive growth and operational excellence.
Helps leaders uncover opportunities for growth, transformation and innovation through real-time contact center insights scalable across the enterprise.
Taking off on social and digital channels, Sprinklr boasts expertise in analyzing and listening to customers on all the new-age channels for over a decade while other incumbent players are catching up on these channels. Sprinklr is built on a single code-base – leveraging the same unified data layer, AI and integrations across all its product suites and for all the clients.
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
Sprinklr Service Overview
Increasing agent productivity through call deflection and AI driven efficiencies
Sprinklr Service Integrations
- Zendesk Suite
- Salesforce Sales Cloud
- Slack
- Jira Service Management
- Microsoft Dynamics 365
- Global Relay Archive
- WordPress
- Trustpilot
- Tableau Cloud
- Stripe Payments
- 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, defunct
- Lyearn
- Oracle Fusion Service
- Adobe Marketo Engage
- Firebase
- Google Marketing Platform
- FormAssembly
- Treasure Data
- Nonli
- go.usa
Sprinklr Service Competitors
Sprinklr Service Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Mac |
| Mobile Application | Apple iOS, Android, Windows Phone, Mobile Web |
| Supported Languages | German, English, French, Japanese, Korean, Portuguese, Spanish |
Frequently Asked Questions
Sprinklr Service starts at $249.
Clarabridge (discontinued), Verint Messaging, and Zendesk 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 Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
(53)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Pros
- Cons
- Recommendations
User-Friendly Interface: Users have found the interface of Sprinklr Modern Care to be easy to navigate and visually appealing. The platform's design and functionality prioritize the needs of the end user.
Effective Search Feature: Many reviewers have praised the Search feature, which suggests potential duplicates or similar threads before users create their own posts. This helps prevent duplicate requests and enhances efficiency in finding relevant information.
Flexible Administrator Control: Several users appreciate the ability to assign different levels of administrators for better control over specific groups within the organization. This feature allows for customized permissions and empowers non-employee users to assist with certain tasks.
Difficult to work with and acquire necessary information: Some users have found Sprinklr Modern Care challenging in terms of usability, making it difficult to navigate and find the information they need.
Limited customization abilities: The customization options available in Sprinklr Modern Care are not as robust as other applications, which can make it challenging for users to remove components or rearrange items according to their preferences.
Reporting tools lack user-friendly interface: While the API provides the desired information, the reporting tools in Sprinklr Modern Care have been criticized by users for lacking a user-friendly interface. This can hinder administrators from easily accessing and analyzing data.
Users have made several recommendations for Sprinklr Modern Care based on their experiences. First, they suggest considering having a strong team member administer the platform for maximum ease and efficiency. This dedicated person can ensure that Sprinklr is used to its full potential.
Second, users recommend taking the time to explore and experiment with Sprinklr's features. By familiarizing oneself with all the available features, navigation becomes easier and users can take full advantage of the platform's capabilities.
Lastly, users suggest considering utilizing managed services when using multiple modules in Sprinklr. These services can provide additional support and assistance, ensuring a smooth experience.
These recommendations emphasize the importance of having dedicated personnel, exploring all available features, and considering additional support services to maximize the benefits of using Sprinklr Modern Care for customer service and community management needs.
Attribute Ratings
Reviews
(1-6 of 6)Companies can't remove reviews or game the system. Here's why
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
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.
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.
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.