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Sprinklr Service

Sprinklr Service
Formerly Sprinklr Modern Care

Overview

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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Recent Reviews

TrustRadius Insights

User-Friendly Interface: Users have found the interface of Sprinklr Modern Care to be easy to navigate and visually appealing. The …
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Longtime user

9 out of 10
May 24, 2022
The tool is used for daily moderation of social media channels. The tool also allows you to create detailed reports summarizing activities …
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Sprinklr Review

10 out of 10
August 23, 2019
Incentivized
My team uses Sprinklr specifically for interacting with posters on Facebook and Twitter, with Instagram as well hopefully in the future …
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Sprinklr review

9 out of 10
August 05, 2019
Incentivized
[Sprinklr Modern Care is] Used by the marketing department regionally supporting our social media strategic decisions.
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Pricing

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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
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Product Details

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 Technical Details

Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, Mobile Web

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 Enterprises (1,001+ employees).
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Comparisons

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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!

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

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Daved Artemik | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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 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.
  • Through the use of Sprinklr Modern Care we were able to better address customer needs because of the centralized location of Bugs, Feature requests, and general questions. This greatly improved customer service and perspective.
  • Because Sprinklr Modern Care provides a central repository for various customer facing information, we were able to increase employee efficiency, and free up resources for other tasks by assigning community moderators and contributors.
  • Sprinklr Modern Care also helped create additional leads and helped customer conversion because it allowed prospects and customers to connect and exchange data and it allowed prospects to see an active community and company transparency.
My experience with support has been limited, as the support issues I have had revolved more around functionality. In keeping with their primary message and goal of community facing support models, Sprinklr Modern Care uses their own product to manage support requests, including, but not limited to the traditional bug reports, feature requests, and general Q&A. Their response is generally positive but I have experienced significant delays in follow-up for past requests. It's also been difficult to get information on when bug fixes or expected features would be delivered in a product version, but I have eventually received an answer on that. One significant roadblock we had as a missing feature had to be forward to our account rep to get follow-up but once that step was taken they were very responsive. The feature made it in to the product eventually, but it was a significant time (~1yr) later. Overall the people have been friendly and helpful, and I have never had a rude experience that made me regret using the product.
Prior to Sprinklr Modern Care, we used vBulletin and a custom repository to address the community needs of our customers. Keeping the experience user friendly was a key point on our needs list and our custom solutions and vBulletin forums were only positive experiences for our more seasoned developer users.

Navigation and organization of the information was another key need. vBulletin is a forum utility that provided a good location to have advanced product discussions, but it required too much maintenance and upkeep to address duplicates, organize the posts how we wanted them, and ultimately serve the customers.

Additionally, our custom solutions were becoming too difficult to maintain with upgrades and updates and it took too much time for our teams to perform updates and upgrades, which was another contributing factor to us searching for a better solution.
12
We utilized Sprinklr Modern Care for Feature Requests, Bug Reports, and General Questions. Our Customer Care group did the majority of the work maintaining the posts, but we also had users from Sales, Engineering, QA, and Professional Services contributing to, and helping moderate the posts in the community. In addition, a couple Marketing people helped drive conversation by posting up comments and questions of their own to the community.
6
We have 4-6 technical administrators available to assist with Sprinklr Modern Care at any time. It doesn't take much more than general knowledge of the Sprinklr Modern Care administration pages to maintain the community when working with an Out Of the Box (OOB) deployment. We utilized several custom CSS and JavaScript files to add additional functionality and manipulate our community layout, so more technical resources are required for some maintenance and changes.

Recommended Skills:
- If working with Sprinklr Modern Care OOB, general computer skills and an understanding of the Sprinklr Modern Care admin and moderation features are required.
- For more customization and layout control, solid skills with CSS and JavaScript, as well as an understanding of jQuery and JSON are recommended. With these advanced skills, customizations like our custom reporting table and customer notification functionality were possible using jQuery and AJAX calls to the Sprinklr Modern Care API, which returns JSON results.
  • Our Engineering team wanted to give customers a way to communicate features along with comments on what they are using most, versus what they are using the least, or not at all. Engineering is able to respond to these posts, and incorporate functionality into the product based on customer feedback.
  • Customers were emailing support tickets with bug reports that, in some cases, where more about questions on how to use the product, and others were duplicates of issues already resolved. Customer Care utilized the community to address these issues and questions and prevent duplicates by providing a mechanism for customers to see the existing solutions, or issues already addressed.
  • The Engineering team works with shorter development cycles and prioritizes features and bug fixes based on need. having customers able to rank and promote features and bugs allows the Engineering team to better plan their development cycles based on priority of needs.
  • Many prospective customers want to use a product that has active and up to date information available on it. Sprinklr Modern Care provides an active community with constantly relevant information available to customers and prospects can quickly access and see this information, leading to improved conversion rates.
  • The Praise feature in Sprinklr Modern Care has allowed the Marketing team to identify satisfied customers which leads to more case studies, providing valuable feedback to all company teams, including Engineering, Sales, and Customer Care.
  • When we initially started using Sprinklr Modern Care, we wanted to be able to track how active our users were in our community to designate MVPs and deliver benefits to customers who constantly contributed. Using the Sprinklr Modern Care API, we were able to develop a custom reporting table and inject it into the Administration screen so we could monitor this information.
  • Our Technical Support team needed a more efficient way to manage customers' requests and to eliminate duplicates. In addition to accomplishing this through the use of Sprinklr Modern Care, we were also able to increase support efficiency so much that we were able to cross-train Support technicians for Customer Training and Implementation tasks.
  • Sprinklr Modern Care will continue to be the central hub for our Bug reports, Feature requests, and General product questions. The product is positioned for these purposes, and aside from trying to gather additional data to improve customer retention and participation, it will continue to be used for these primary purposes.
The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.
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.
  • Having our clients answer each others questions takes some load of our support team.
• We use a tool called HelpSpot for email ticketing. They have a knowledge base for FAQs but no forum / community platform. Their technology not nearly as good • We looked at a number of tools that did either FAQ or feedback or community, but none except Sprinklr Modern Care did all of these things. • Looked at Kissmetrics for feedback. But they only did feedback. • Localizations capability into Spanish French and German was also very important and this ruled out most vendors.
It's a great too. we are even going to set up separate sites for our international locations.
35
• 35 people to interact with customers in various roles • Mostly executive management / Product managers and the support team.
1
That is part of my role.
  • We use Sprinklr Modern Care to power our community site. Our customers can ask questions of each other, give praise, compile FAQs, get answers to questions. It's really a social, customer support site.
We were using a very inexpensive open source product.
  • Implemented in-house
•
Powering FAQ took design time and coding. But it was very plug and play. and quite easy.
  • In-person training
Training was efficient and fun. It was all webinars and YouTube videos. These were mostly lunch time sessions. 10.
No
They are super responsive and helpful.
Management view is nice. It's very easy to navigate. We would prefer the ability to make inline comments which is not possible right now. There are some efficiency gains be made. It seems as though there are two many too many screens to go through to accomplish basic tasks.
Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.
  • Helpspot (Userscape). We feed emails to our system. We can see attributes about whats ebeen posted. Reason were doing is for metrics. We can see how many questions are closed by customers etc. Would love to have this in the product. We’re looking at Desk.com (SFDC). Also, Parature. ZenDesk. Use Sugar CRM. Sales team likes it. Not great for support.
  • Very limited integration because of the weakness of our support tool. We feed emails to our system. We can see attributes about whats been posted. We built this integration mostly for metrics. We can see how many questions are closed by customers etc.
  • We’re looking at a replacement help desk / ticketing system. Currently considering Desk.com (SFDC). Also, Parature. and ZenDesk.
• They were more flexible in the beginning. If they are doing a beta, they are good about offering it for free (e.g the German version). If legacy customer, continue asking for same pricing.
Steve MacLaughlin | TrustRadius Reviewer
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.
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.
  • Increased customer engagement which leads to better Net Promoter Scores
  • Increased customer retention through greater visibility into product improvements and responsiveness to customer needs
  • Reduced customer support cases for common questions or requests for information that can now be found in the online community
It's primarily self-service support which makes sense for a community support product. One challenge is the degree to which questions are responded to on the website.
Evaluated and considered tools like uservoice, Lithium, Jive, and SuggestionBox. Ultimately, being able to quickly provision the system and test drive things in real-world situations really influenced the decision.
60
Across multiple groups including product management, engineering, professional services, and customer support.
3
This is primarily product managers and support staff that actively manage the community. This is part of their day-to-day responsibilities and not full time staff only working with the product.
  • To engage and communicate with a large group of customers
  • To get customers to engage with each other to share ideas
  • To get quantitative and qualitative product improvement suggestions
  • To shift traditional customer support questions to an online environment
The initial use of the product started out as a 90 day test to see if we could engage customers at a higher level using Sprinklr Modern Care. After a year the use of Sprinklr Modern Caren has now been extended to multiple products.
Previously used multiple tools for customer feedback, forums, etc. This included using uservoice to manage customer ideas and product feedback.
  • Implemented in-house
Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.
  • Self-taught
Anyone with basic familiarity with step-by-step driven configurations should be able to get the system up and running. It's more about knowing what you want to do and setting things up than learning a whole new system. For me, it was a matter of speed-to-value and being able to get things up and going without dependencies on other resources or costs.
No
Not available under the plans that are currently being used.
I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.
No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.
The performance of the system is pretty solid. Response time on the public-facing pages are good. There's no significant lag time on the reports and data coming from GoodData.
  • Plans to integrate single-sign-on with some other in-house systems.
  • Use of the widgets inside of other products is being planned.
Internal IT and products plan to support this application for single-sign-on capabilities. Use of the widgets is something that is also being planned.
No special terms or things added to the packages being used.
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.
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.
  • Reduced call volume associated with questions to customer support. When a question is answered, we can easily re-post the answer, then direct customers to look at those answers. Customers do also answer each others questions, but the primary impact to call volume has come from content posting.
  • We have seen an increase in overall website traffic to our website from enhanced SEO (Search Engine Optimization). It helps us to promote new functions. We have seen an increase in our number of trials. When you have a transactional business, that's of large value to you.
I cannot comment as I don't interact with support.
Uservoice.

We really liked the way that the Sprinklr Modern Care technology worked. It was really simple, easy for customers. Ultimately the technologies are not that different. The bigger reason is that we really appreciated the team at Sprinklr Modern Care.
15
Product management
Marketing
Customer support
1
We have one person who runs the community.
  • Customer support - for customer self-service and for support articles. It helps reduce inbound call volume
  • Product management - helps our product team identify problems and new ideas
  • Marketing team uses for community interaction - to identify customer advocates, customer evidence. Marketing is the first line of response. The community management function is a dual marketing/ customer support responsibility.
I have super strong confidence in our success rate but our customer support team will always look at options.
We were using an old-school forum software - the name escapes me. It was a closed community, and not an open community like Sprinklr Modern Care.
  • Vendor implemented
  • Implemented in-house
It seemed to all go smoothly. Everything was on schedule.
  • In-person training
  • Self-taught
Our customer support team went through in-person training. I am not unable to rate.
My team in marketing and I learned the product without training. It was pretty easy.
Yes
We needed help with international localization. If we didn't have this need, we probably would not have bought premium support.
The ease of finding content, posting, responding, and sharing are best in class.

As stated earlier, the identity log-in system could use a bit of work.

The software seems to work fine on mobile devices too.
We have not had any issues.
Again, no issues.
  • Salesforce.com
I am not sure how hard it was - our support team led that. The integration is just for ticketing currently. I would rate the level of integration a 6-7/10. As stated earlier, the matching of user IDs remains a challenge.
  • No
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.
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