TrustRadius
Sprinklr Review 43 of 44
Sprinklr Review: "Last used in 2011. Good functionality, some usability issues."
https://www.trustradius.com/social-media-managementSprinklrUnspecified7.8102101
No photo available
January 31, 2013

Sprinklr Review: "Last used in 2011. Good functionality, some usability issues."

Score 6 out of 101
Vetted Review
Review Source

Software Version
2011

Overall Satisfaction

  • Can manage many different social accounts in one centralized platform.
  • Effective for setting up a social media customer service process.
  • Effective for pre-loading scheduled content.
  • Has a customizable link shortener to track clicks.
  • Allows for many team members to access social media publishing, monitoring and reporting.
  • Captures useful engagement data.
  • Very customizable with tagging.
  • The user experience is clunky.
  • Engagement data was sometimes inconsistent with similar data available from other sources.
  • Frequent bugs.
  • Streamlined social account management.
  • Quick access to data to inform social media business decisions.
  • Ability to coordinate with customer service team to handle issues surfaced through social channels.
Despite a very robust and customizable system, the bugginess and the clunky user experience were frustrating. It has been about a year since I last used Sprinklr, however, and because they do work closely with clients I remain hopeful that constant improvements to the platform are taking place. I have found other products that are "prettier" and easier to use, but they lack a lot of the features that Sprinklr offers. It's a mixed bag.
It was nice to work directly with the product lead. Despite some growing pains with the platform at the time when we were using it on behalf of a client, I would give Sprinklr another chance. I loved a lot of the features, but when data was unreliable, that was a major issue.

Product Usage

3 - Social media strategy & analytics
3 - We had three strategists/analysts using the product for measurement and providing feedback to the client and directly to the vendor
  • social media publishing
  • social media monitoring
  • social media measurement
  • social media customer service management
  • social media spam filtering and removal

Evaluation and Selection

Implementation

I wasn't really a part of the process, so I don't have any insight

Training

  • Online training
  • In-person training
  • Self-taught
I don't recall our training in detail. I know we met in person a few times, and did some over-the-phone product walk-throughs. It may have been somewhat informal -- I don't recall having any takeaways to refer to.
Very personal attention
Not particularly easy. Some stuff was intuitive, other features needed some direction since the UX was not always ideal.

Configuration

Some features were added or adjusted per our request; a custom whitelabel was created for publishing to Facebook

Support

They were willing to work closely with us to resolve issues, which was good. I appreciated the direct communication. Issues were not always resolved quickly, but at least we were kept informed of progress.
Yes - Sprinklr is a premium platform that works closely with its customers, and therefore has bigger but fewer customers.

Usability

My biggest frustration with Sprinklr was the usability. The features were usually there, but not always easy to navigate. My use of the product was primarily for analytics, so I'm biased towards the need to access social engagement metrics. Sprinklr collects a lot of this data, which is great, but accessing it was complicated and divided up into separate modules that had you looking at the data from so many different viewpoints, it was hard to remember which was best or how you got there. And because it was collecting its own data and also collecting Facebook Insights data, there was confusing overlap.

Reliability

I don't recall any downtime, though bugs in its ability to collect data or present data were somewhat common.
Monitoring capabilities were real time, which is essential.

Integration

  • Get Satisfaction.
At the time we were discussing it, Sprinklr did not support Get Satisfaction integration to the best of my knowledge.

Vendor Relationship

We were not a part of the sales process. Post sales they were very available to field our questions and requests.