Absolutely fantastic tool!
Anonymous | TrustRadius Reviewer
February 13, 2013

Absolutely fantastic tool!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Modules Used

  • Facebook Connector
  • Salesforce.com Connector
  • Multi-Lingual

Overall Satisfaction with Sprinklr Modern Care

  • 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.
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.
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.

Using 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.

Evaluating Sprinklr Modern Care and Competitors

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.

Sprinklr Modern Care Implementation

It seemed to all go smoothly. Everything was on schedule.
  • Vendor implemented
  • Implemented in-house

Sprinklr Modern Care Training

  • 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.

Sprinklr Modern Care Support

Yes - We needed help with international localization. If we didn't have this need, we probably would not have bought premium support.

Using Sprinklr Modern Care

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.

Sprinklr Modern Care Reliability

We have not had any issues.
Again, no issues.

Integrating Sprinklr Modern Care

  • 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.

Relationship with Sprinklr

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.