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…
Very happy with the service Sprinklr Care gives me. Enables me to keep on working with the platform in an efficient way.
Modern care and other module usage review
Best in class - A must have Social media management solution in 2022
Longtime user
Why we use Sprinklr
Great product for a company with large budgets!
Put out social media fires before you get burned.
Good tool for social care in bigger companies
A great tool with everything in the one place.
Making good use of Sprinklr Modern Care
Easy to use automated platform
Sprinklr Review
Exceeding Expectations with Sprinklr Modern Care
Sprinklr review
Sprinklr Modern Care helping us meet or exceed the expectations of the travelling public
Pricing
Entry-level set up fee?
- Setup fee optional
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
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
Operating Systems | Unspecified |
---|---|
Mobile Application | Apple iOS, Android, Windows Phone, Mobile Web |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(53)Community Insights
- 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
(1-4 of 4)Got Satisfaction with Sprinklr Modern Care
- 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.
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.
- vBulletin and custom solution
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.
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.
Excellent product but mobile is weak.
- 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 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.
- Implemented in-house
- In-person training
- 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.
Sprinklr Modern Care Lives Up to Its Name
- 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.
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
- 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
- Implemented in-house
- Self-taught
- Plans to integrate single-sign-on with some other in-house systems.
- Use of the widgets inside of other products is being planned.
Absolutely fantastic tool!
- 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.
- 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.
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.
Marketing
Customer support
- 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.
- Vendor implemented
- Implemented in-house
- In-person training
- Self-taught
As stated earlier, the identity log-in system could use a bit of work.
The software seems to work fine on mobile devices too.
- Salesforce.com
- No