Sprinklr SocialFormerly Sprinklr Social Engagement & Sales
Overview
What is Sprinklr Social?
Sprinklr Social’s platform empowers enterprise teams of all sizes to deliver a consistent brand experience across 35+ digital and social channels to drive engagement and revenue, with capabilities across publishing, engagement, listening, analytics, employee advocacy, influencer marketing and commerce. Content…
TrustRadius Insights
A social media moderation machine!
Sprinklr is easy to use and allows for easy customization based on customer needs
Great Service Experience with Sprinklr
- Sprinklr Modern Sales & Engagement is used for supporting Uber customers with their concerns raised on social media platforms (Twitter, …
Sprinklr Review
Sprinkling attention the right way
Good platform - dynamic results
Highly effective program for a wide variety of users and agents
Extremely Reliable Data and an Efficient Tool for your business
Improve Online Presence with Sprinklr
Sprinklr is WORTH it!
Modern Engagement Review
Useful Platform for Managing Multiple Accounts
Amazing tool for social teams
Sprinklr Modern Engagement for Healthcare Orgs
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Twitter (52)9.191%
- Instagram (51)8.787%
- Facebook (52)8.383%
- Real-time tracking (52)8.181%
Reviewer Pros & Cons
Pricing
Sprinklr Social Advanced Plan
$299
Sprinklr Social Enterprise Plan
Contact Us
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)
- $299 per month per seat
Features
Listening/monitoring
Using complex keyword searches to surface insights from social media conversations.
- 8.6Boolean keyword searches(44) Ratings
Users can build complex keyword searches to surface and analyze the right set of social media conversations.
- 8.2Filtering out noise/spam(47) Ratings
Users can filter out irrelevant search results through excluded keyword terms and other measures.
- 6.2Sentiment analysis(48) Ratings
The tool offers natural language processing to automatically assign positive, negative or neutral sentiment to each post. Users often have the ability to manually change the sentiment.
- 7.8Broad channel coverage(47) Ratings
The tool monitors multiple social channels, as well as blogs, forums, news sites and other websites.
Publishing
Scheduling posts to various social media channels and profiles from one interface.
- 8.2Content planning and scheduling(48) Ratings
Users can easily plan content and schedule posts to various social media channels and profiles from one interface.
- 7.9Audience targeting(43) Ratings
Users can target posts to audience members based on geolocation and other demographics.
- 8Content optimization(41) Ratings
The tool can suggest content, as well as the best days and times for content publication and customer engagement.
- 8.1Workflow management(45) Ratings
Users can share assets through asset libraries, assign tasks, and approve or edits posts through the tool’s interface.
Engagement
Engaging with customers and responding to comments and inquiries via social media channels.
- 6.4Automated routing and prioritization(43) Ratings
Users can set up rules so that the tool automatically prioritizes mentions and routes them to the appropriate individual or team for response.
- 8Customer interaction histories(49) Ratings
Users can view the entire customer conversation history when responding to a mention.
- 8.6Bulk actions(46) Ratings
Users can streamline workflow by taking bulk actions on multiple posts at once, such as archiving mentions, assigning tasks, or labeling sentiment.
Marketing
Using the software to increase customer engagement and grow customer base via social media channels.
- 6.4Lead generation(30) Ratings
Users can discover and engage with new prospects, based on certain parameters.
- 5.7Content marketing(36) Ratings
Users can discover content from social media conversations and leverage it in marketing materials.
- 7.4Paid media management(31) Ratings
Users can manage and optimize paid social media posts across different channels.
- 8.2Campaigns and promotions(37) Ratings
Users can create campaigns on social media channels, such as contests, sweepstakes, apps, tabs and quizzes.
Channel coverage/integration
Effective integration with social media networks, including the ability to monitor, publish and respond.
- 9.1Twitter(52) Ratings
The software allows users to monitor, publish and respond via Twitter.
- 8.3Facebook(52) Ratings
The software allows users to monitor, publish and respond via Facebook.
- 8.3LinkedIn(39) Ratings
The software allows users to monitor, publish and respond via LinkedIn, including Groups.
- 8.2Google+(26) Ratings
The software allows users to monitor, publish and respond via Google+.
- 8.7Instagram(51) Ratings
The software allows users to monitor, publish and respond via Instagram.
- 8.2Pinterest(27) Ratings
The software allows users to monitor, publish and respond via Pinterest.
- 9.1YouTube(37) Ratings
The software allows users to monitor, publish and respond via YouTube.
Reporting/analytics
- 7.4Campaign success analytics(49) Ratings
Users can analyze the success of campaigns through metrics such as likes, shares, retweets, followers, clicks and conversions.
- 8.1Real-time tracking(52) Ratings
The tool tracks mentions and comments in real-time.
- 7.2Competitor analysis(35) Ratings
Users can compare themselves to competitors based on brand mentions, customer engagement and sentiment.
Account management
Users can manage access to multiple social media accounts.
- 8.6Role-based user permissions & privileges(50) Ratings
Permissions to perform actions or access social accounts are assigned to roles, which are then assigned to users, reducing complexity of administration.
- 6.1Mobile access(44) Ratings
Users can effectively use the software through a mobile or tablet device.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Sprinklr Social?
Sprinklr Social’s platform empowers enterprise teams of all sizes to deliver a consistent brand experience across 35+ digital and social channels to drive engagement and revenue, with capabilities across publishing, engagement, listening, analytics, employee advocacy, influencer marketing and commerce.
Content planning and scheduling using an editorial calendar, with a digital asset manager and the ability to publish across channels at AI-recommended times with an omni-channel publisher
Engaging, platform-specific content can be generated instantly with Sprinklr AI+
Audience engagement across 35+ social and messaging channels using a unified inbox
AI-powered classification to analyze sentiment and intent of the inbound messages and engage with AI Smart Response, Smart Compose, and auto-responses
Performance analysis across owned, earned and paid media, integrating data from multiple sources into a unified report and get on-demand or routine access
More granular business insights with custom metrics and out-of-the-box dashboards
AI-powered, critical insights across brand health, campaign performance, and competitor benchmarking
To amplify reach employees can share branded content, leveraging user-generated content and engaging influencers
Enterprise-grade granular & customizable compliance and approval workflows for unique business needs
Sprinklr provides social media management for brands. Sprinklr Social’s self-serve plan is a comprehensive social media management solution, with a simplifed interface, built-in listening, OpenAI’s ChatGPT integration and features for better planning, publishing, engagement, and analytics.
Larger, distributed teams with needs across insights, marketing and customer service can leverage Sprinklr Social’s Enterprise offering for advanced customization, wider channel coverage, global governance and in-depth analytics with custom metrics.
Sprinklr Social also comes pre-packaged with Sprinklr AI, for specific nuanced tasks such as sentiment & intent analysis, obtaining insights from large unstructured data and recommending relevant actions for managing customer experience.
Sprinklr Social Features
Listening/monitoring Features
- Supported: Boolean keyword searches
- Supported: Filtering out noise/spam
- Supported: Sentiment analysis
- Supported: Broad channel coverage
Publishing Features
- Supported: Content planning and scheduling
- Supported: Audience targeting
- Supported: Content optimization
- Supported: Workflow management
Engagement Features
- Supported: Automated routing and prioritization
- Supported: Customer interaction histories
- Supported: Bulk actions
Marketing Features
- Supported: Lead generation
- Supported: Content marketing
- Supported: Paid media management
- Supported: Campaigns and promotions
Channel coverage/integration Features
- Supported: Twitter
- Supported: Facebook
- Supported: LinkedIn
- Supported: Google+
- Supported: Instagram
- Supported: Pinterest
- Supported: YouTube
Reporting/analytics Features
- Supported: Campaign success analytics
- Supported: Real-time tracking
- Supported: Competitor analysis
Account management Features
- Supported: Role-based user permissions & privileges
- Supported: Mobile access
Additional Features
- Supported: Engagement Dashboards
- Supported: Display
- Supported: Advocacy
- Supported: Influencer
- Supported: Gallery
- Supported: UGC
- Supported: Ratings & Reviews
- Supported: AI Engageable / Non-Engageable
- Supported: Message Intent
- Supported: Smart Responses
- Supported: Conversational Bots
- Supported: Canned Responses
- Supported: Quick Publisher
- Supported: Link Shortener
- Supported: Asset Manager
- Supported: Editorial Calendar
- Supported: Distributed
- Supported: Approval Workflows
- Supported: Response Compliance
- Supported: Stop Publishing Rules
- Supported: 35+ social and messaging channels supported
- Supported: Distributed
- Supported: Rule Engine
- Supported: Display screen programming
- Supported: Website Social Gallery
- Supported: Ratings and Reviews
- Supported: Reporting - Value Realization
Sprinklr Social Video
Sprinklr Social Integrations
- Google Analytics
- Bitly
- Adobe Marketo Engage
- Microsoft Dynamics 365
- Adobe Analytics
- Acoustic Exchange, defunct
- Adjust by AppLovin
- Adobe Experience Manager
- AppsFlyer
- Aprimo
- Bazaarvoice
- Blink
- Discourse
- Domo
- Freshsales
- Getty Images Enterprise Solutions
- Looker Studio
- Haptik
- Kochava
- Mailchimp
- Medallia
- MediaValet
- Optimizely Content Marketing Platform
- SAP Service Cloud
- Shutterstock
- Slack
- Stripe Payments
- Treasure Data
- Trustpilot
- WordPress
- Netomi
- Giphy
- Mediaocean
- Salesforce Service Cloud
- Firebase
- Azure Bot Service (Microsoft Bot Framework)
- ServiceNow IT Service Management
- Tableau Desktop
- Zendesk Suite
- FormAssembly
- Google Marketing Platform
- Proofpoint Intelligent Compliance
- Lyearn
Sprinklr Social Competitors
Sprinklr Social Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android, Windows Phone, Mobile Web |
Supported Languages | 65 supported languages, including English, French, Italian, German, Russan, Spanish, Simple Chinese, Japanese, and Portugese |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(164)Attribute Ratings
- 7Likelihood to Renew29 ratings
- 9.1Availability5 ratings
- 8.2Performance4 ratings
- 10Usability7 ratings
- 9.9Support Rating34 ratings
- 8.4Online Training3 ratings
- 7In-Person Training2 ratings
- 9Implementation Rating5 ratings
- 8.2Product Scalability1 rating
- 10Listening & Monitoring2 ratings
- 8.5Publishing & Engagement2 ratings
- 9.6Social Data Collection2 ratings
- 9.6Social Analytics & Insight2 ratings
- 9.8Social Publishing3 ratings
- 9.6Social Engagement2 ratings
Reviews
(26-50 of 79)Sprinklr for Twitter Brand Channels
- Collaboration within the organization and the channel partners is seamless (it's the single source of truth for social activities).
- It has streamlined compliance in regards to GDPR.
- The customer Service is strong and prompt.
- The user Interface can be confusing. We often need to hop on a call to better understand it.
- High customizability can sometimes cause discrepancies between reporting and/or processes on different accounts.
- Different users have different permissions.
Sprinklr Modern Engagement Review
- We can reach out to more customers with social media.
- We will address issues within an hour for most problems unless there is a big outage affecting many customers.
- I can't think of any at this time.
Digital Media Intern
- Track engagement across Instagram Video and Photos
- Determine whether Instagram Stories, Video or Photos receive more engagement
- Better understand what days of the week are optimal for us to post content
- Sprinklr unfortunately does not allow for integration with Tableau or Excel. We had a bunch of different data management tools, so it was hard to juggle all of the various sources
- Sprinklr can be limited in creating custom functions or tables
- Monitoring is robust and we're confident in the results.
- Governance is detailed and allows us to craft specific roles and levels of access.
- All features that are generally available via social channel APIs seem to be available in Sprinklr.
- Reporting capabilities are robust and meet our needs, although they can be a bit overwhelming in their complexity.
- Governance roles are complex, and it takes time to gain familiarity.
- Reporting options are very robust, but the explanations of data points are sometimes lacking in granularity.
- The support system can be challenging in terms of communications. Sometimes it is tricky to get everyone on the same page as to what an issue is, and weeks can go by before it is fixed.
Erin’s Sprinklr Review
- Easy mobile app for quick posting and moderation
- Campaign and sentiment tracking
- Easy to understand for non tech people
- Built in sentiment tracker isn’t as sophisticated as it could be, almost all comments come up as neutral and need to be manually changed
- Better communication between advertisers and social platforms. There are needs we have and we’d like to be able to help start those conversations with the publishers (ie. Instagram API connections)
- Mobile app alerts for comments and posts
- Social customer support
- Customizing dashboards
- Community management
- Social care
- Like most enterprise-level social media platforms, the learning curve is steep
- There are so many options that it can become overwhelming.
- It's pretty expensive relative to other tools.
Using Sprinklr for businesses with heavy customer support
As we explored the tool more, we realized how powerful the analytics and reporting modules within it were and our reporting team was so happy with both the readily made graphs and the raw data they could extract from the listening module.
- Pre-made routes to direct inquiries to the right departments.
- Team collaboration functionalities.
- Reporting and analytics are quite robust.
- Quite expensive compared to other tools. Sprinklr is definitely one of the most expensive tools we've used in our agency.
- Some glitches here and there when it comes to viewing thread messages and in a few other places (though the support team was more than happy to help and resolve some of them).
We were able to make full use of the platform for a Telecomm client as they were customer-service heavy. We also recommend it for any similar businesses who are heavy on customer service and community management.
- All basic functions are very user friendly. Onboarding time is minimal. If I give access to someone (even if they are not social savvy), I am confident they will still be able to use the platform.
- The ability to build custom dashboards is a huge time saver. For instance, you can create a dashboard to look at all your social media inboxes (Facebook, Twitter, Instagram...) all on one screen.
- The audience profile function is interesting - it allows you to capture unified consumer data, interests, interactions across all your social channels. This is a useful feature for us when looking for influencers or super fans.
- Overall, Sprinklr rewards users to do a lot of digging on their own to get to the more in-depth functionalities. For instance, the asset manager feature leads you to a dashboard with all the content you ever published but doesn't tell you what to do next or how to organize it
- Sprinklr offers basic social listening features, but it is much more limited than other pure social listening players like Crimson Hexagon or Brandwatch. It is perfectly usable for a quick search but I wouldn't recommend it as your sole social listening platform
Sprinklr review
- I like the reporting functionality since it's very interactive and there's a direct connection.
- Sprinklr also seemed pretty easy to use.
- You were able to create custom dimensions within Sprinklr for reporting purposes.
- Because we used Sprinklr for organic and paid posts, it didn't make sense that reporting was separated.
- If certain users or accounts weren't added to the right group, reporting became difficult.
- Automated reporting based on consistently tagged content and defined recipients
- Text analytics for location-based review insights
- Understanding sentiment of inbound conversation
- Full-service tool customization
- Tool is difficult to adopt by users non-endemic to social media (the PHD of social software)
- Not a lot of automated or "lite" features for easy enablement
- Enablement involves heavy time commitment and comprehension by internal team
Perks of Sprinklr
- The way their data reporting is set up allows you to get all types of info needed for tracking. It makes it very easy and to the point.
- The layout is all customizable and easy to sort. It makes finding customer info easy.
- The ability to tag and remove multiple posts makes it easy for large volume responses.
- It’s not as friendly on the customer service side as it is with marketing. In order for it to function without extra steps you need to purchase the newest update every time.
- The response time from their customer service was excessive, especially considering social media is a time-sensitive focus.
- There could be more options for searching through closed or archived posts. It doesn’t always pull what you’re searching for, making it difficult to locate past posts.
Sprinklr Management Review
- Community Management
- Scheduling and Publishing Content
- Reporting
- The interface is not as user-friendly as other platforms I have used
- The ability to edit responses is not applicable
- Sharing Gifs or videos in community responses are not applicable
A good social media aggregator tool
- Social media publishing tools are strong, and it's helpful to see everything in the calendar view
- Social listening tools are great, and the user interface is clean
- Advertising management is very user-friendly
- The sentiment analysis isn't always as accurate as I'd like
- I'd love to see more automation features in the ad management (like automated boosting rules)
- No ability to loop Pinterest posts
Our Marketing team LOVES Sprinklr!
- I love that it allows us to have all my essential social tools in one same location
- The social media planner is very useful if you're schedule posts for the upcoming days or weeks
- It shows me the client's comments and feedback from our content. We post a lot of content! Feedback and comments from our clients are essential
- User experience could be improved -- sometimes it lags and it takes a few clicks for something to actually work
- Often times there is a "miscommunication/translation error" when connecting/posting to Facebook. Very annoying and I don't know why it happens.
- The mobile app needs to be improved -- it's slow, it lags. The design is very nice and user friendly but not everything works all the time, such as reporting
Sprinklr is a great, flexible enterprise customer experience and social media management solution.
- Sprinklr is incredibly flexible. You can export and download any data you'd like, schedule reports to users without licenses, edit the architecture through custom fields/roles/queues/macros/rules, and create customized reports.
- Sprinklr connects all the data that was previously disparate due to niche point solutions. It provides the opportunity to see a richer view of the customer and reach them in ways that were not possible before.
- The enablement team is fun to work with and organized. They help make sense of something that is very new to companies through established processes and procedures.
- Reporting is the best module by far. Very flexible, seamless, and achievable for any user.
- The client success piece is tough. If you have a client success manager, that's fantastic and helpful, but the support team is a little more difficult to troubleshoot issues with.
- The enablement process is a bit flawed. There is not enough testing in the process and the solution ends up being a bit too complex. Simplicity is key. Push the project manager to schedule time specifically for testing.
- While flexibility is a pro in many ways, it's a con. The amount of flexibility brings complexity. There are many ways to achieve one action which does not provide ease-of-use for the end user.
Sprinklr Review
The problem that it addresses is 3 folds. It gives us a single platform to maintain and organize everything, does not need to hop in and out of other tools that only do 1 or 2 or the things we do with Sprinklr. The second is that it tracks which user takes any action and allows for approval queues of lower-level employees, interns or agencies, so there is never an issue of something going out that shouldn't, and if it does, we can see who made that incorrect action. Finally, the detailed and customized tagging and filtering lead to in-depth analytics.
- Great customizable tagging features, filters, custom dashboards, etc.
- A great one & done solution.
- Very detailed data available, that is much easier to pull than native reports and often allows for further details unavailable natively (if set up properly. This is time-consuming.
- Horrible customer support. Support teams are uneducated, do not look into cases before calls and frequently close open cases before they are resolved.
- Difficult to set up. Because this platform is so detailed, they are many intricacies. It takes a long time to make it useful. One mistake could give you incorrect data or really mess up the system.
- Complicated when used in varying organizations within a company as changes affect everyone.
The tool would work very well if you have one person on your team designated to management who could keep pushing support and who could assist in building customizations.
Sprinklr is a Cockpit of Features for SMM
- Publishing - easy to use and integrates with web analytics.
- Listening Dashboards - set up custom listening queries to stay on top of relevant conversations.
- Reporting - design customizable reports tailored to your organization's needs.
- Listening - (full firehose) Probably not the fault of Sprinklr, but because listening is charged based on volume, my organization sets limits on the kind of listening reports we can create.
- Workflows - I have tried team workflows in Sprinklr and found that the process was more cumbersome than helpful.
- Planning - my team actually prefers to use Google Sheets for planning and Sprinklr for publication, listening, and reporting.
Sprinklr for Enterprise
- Asset managment
- Scheduling and automation of social content posts
- Community Management
- Paid ads platform needs some work
- Publishing on LinkedIn
- Ability to manage and optimize budgets
Sprinklr. When it is best and when it's not.
- Very efficient customer support and service.
- Amazing reporting capabilities. Unlike some other systems that we have used, the reports are actually quite beautiful and intuitive. You might as well publish it to your leads without having to polish it around.
- If you have multiple parties across different departments who need to contribute to your campaigns, sprinklr is the solution for you.
- Sprinklr is so huge and covers just so many different things, you'll probably never have to use any other system. Before sprinklr, we used to rely on multiple systems but having sprinklr has eliminated this big drawback.
- Reasobnably decent mobile app.
- One of the biggest pros is also the big con for Sprinklr. This system is huge. If you are going to need a lot of customizations, you have to put aside a dedicated project manager to overlook this activity because their engineering team requires awful lot of inputs to make things work.
- If you're not a reasonably big firm, Sprinklr could be extremely expensive. Not only the product and licensing but also the training. And trust me, you're going to need it because Sprinklr is a huge system and is not easy to figure out first.
- As helpful and brilliant their customer support is, their management at one point looked thoroughly incompetent. Since our implementation was a rather big project for Sprinklr, we had lot of interaction with their managment team including engineering leads and those people are by no means easy to work with. They are rude and arrogant. The word of advise is, you route your communications via the team in US.
We have worked extensively in getting the Sprinklr solution ready for our organisation and using the same. Please feel free to reach out if you need any word of advice or want to know anything in detail.
- Pull in platforms in an organized manner.
- Aesthetically pleasing.
- Easy to use.
- Doesn't always pull in information correctly.
- The ability to have all your social media accounts in one place.
- The ability to have multiple users and define their roles and restrictions within the platform.
- The ease of use as it is very user-friendly for our global counterparts.
- The API is not always up to date. We have seen other platforms integrate social channels and integrations with quicker speed to market.
- The reporting is not always accurate as we tend to see different performance metrics in native platforms.
- Users get locked out and logged out at odd/various times, and this can cause loss of unsaved work and frustration.
Sprinklr is NOT good to be leveraged as a paid social marketing platform as uploading content and reporting on it is not simplistic or accurate. There are other more robust tools that have a bigger edge in the paid social space.
- Asset planning and content management that allows for optimizing, tagging, and scheduling of compliant posts to multiple social networks.
- Centralized reporting and metrics of social network data.
- Online community listening and engagement.
- Real-time communications.
- Brand monitoring and reputation management.
- Automation functions that allow businesses to efficiently route operations and minimize manual tasks.
- Mobile app allows you and your team to manage your company's online presence 24/7 from anywhere.
- I would like to see more affordable Sprinklr online training available, especially for utilizing new features. I am planning to invest in a 4 day certification workshop in London this summer, but I estimate it will cost me $5k+.
- There is the very rare, but occasional "bug". This is most likely due frequent updates. I find that "refreshing" my screen often solves any issue.
Sprinklr does not seem to be cost effective for smaller businesses or teams, but I may be wrong. It could depend on how a company, of any size, utilizes it. If the tools solve problems and support a company's growth and goals, I can see how the investment could be justified.
Implementing Sprinklr Review
- Their biggest benefit is also their hardest challenge – the product is super flexible. The good news is there are only two aspects of the platform you can't "rewind", so attributes you set up in the beginning are less likely to have impact down the line, less reporting impacts.
- The mgmt. team is great, I asked for them to connect us with other companies in the area and they choose to put on a mini half day summit, in fact we hosted it
- If there isn't a work around, you can count on them looking at how they can make this a viable feature for the greater whole and it will release...eventually.
- They need to learn their own product, not everyone knows the ins and outs so sometimes you have to wait for an answer, but the turnaround is usually quick
- The product is still maturing, for example they rolled out tiered approvals but doesn’t include parallel approvals or a “review only” option. With that said they are submitting all our requests into the product queue, so I’m sure it’s just a matter of time.
- Sharing the product roadmap and updates and how it will benefit our implementation and goals.
- They are very responsive, I genuinely feel they want us to succeed...it’s almost like they want it more than us, kind of creepy at times.
- I have had a very in depth conversation with their CEO, he understands the future of social and is thinking way ahead of the curve, it was like taking a journey to the future when he told me his vision about customers owning their support model
Beneficial once a month but more than that seems pointless
- The support and service from the Sprinklr rep is very good. Our rep is always a phone call or email away and keeps us updated on new platform changes or add-ons that would make our job easier.
- The Reporting section has a lot of in-depth information that would help any content publisher find out what types of content is performing best for them. It has high level modules that would be easy bits of info to give to a manager or someone in C-level, but there is also a wealth of detailed info for teams to analyze.
- The entire platform is very busy and can get confusing because there is no easily seen path to follow within the sections. From my experience working on multiple types of content publishing and moderation tools, most of them are relatively easy to use without anyone giving you a tutorial. I've been given a tutorial and still would probably benefit from having another.
- There are a lot of features that would be nice to have but are not available with our contract because they are an add-on part of the tool. For how much the tool costs per year, it is disappointing to not have these included in the plan.
- The "help" section of the Sprinklr website is very lacking. When we do have a question or problem, we try to find the answer ourselves before sending an email to our rep, who as I mentioned as a positive is very responsive, but we don't want to bother each time a question comes up.
Their Success Is Your Success
We use social to drive our mission, and needed a tool to help us do that.
- Single solution at scale: We needed a single solution that would be simple for our staff to adopt and use. Since our community managers wear many hats, we needed something to simplify their lives and get the job done.
- Robust analytics: As a research organization, everything we do should be driven by informed analytics. The tool made it simple for our staff track media performance; monitor the health landscape; track trends, buzz and brand attributes; monitor online discussions; and proactively outreach to those individuals.
- Customer service: On-going training and customer service from Sprinklr staff ensured our success. We couldn't manage without the first-class care of our Sprinklr team.
- Mobile app: Our staff are on-the-go to events. We needed a solution that could be accessed remotely through their phone.
- Side effects from frequent updates: Sprinklr updates the platform frequently, which may cause some delays in the platform. Also, we're frequently training our staff to be aware and comfortable with those changes.