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Review: "Don't be afraid to take a run through the Sprinklr"
https://www.trustradius.com/social-media-managementSprinklrUnspecified7.8101101
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Updated February 25, 2015

Review: "Don't be afraid to take a run through the Sprinklr"

Score 8 out of 101
Vetted Review
Verified User
Review Source

Software Version
V3
Modules Used
Conversations, Reporting, Social Apps

Overall Satisfaction with Sprinklr

Groupon utilizes Sprinklr as our global enterprise solution for social content management and measurement in 47 countries. This includes basic publishing and scheduling across mainstream social networks, conversation management and engagement, and campaign (app) optimization).

Beyond the immediate social team members, Sprinklr is also used by our editorial, SEO and customer service teams.

In regards to Sprinklr's relationship to solving business challenges, the platform has made a major impact in three core areas:

  • Global insights and tracking. Groupon is a hyper-local company operating at an international scale. Sprinklr has enabled us to accurately measure performance across hundreds of accounts in several difference languages in near real-time. This level of tracking has helped to discover trends early their life cycle, and make adjustments to improve our bottom line.
  • Content production efficiency. Operating at a local level requires a high volume of original content. The Social Asset Manager (SAM) and customer reporting dashboards within Sprinklr have helped us identify operational efficiencies in content-sharing across all geographies.
  • Customer service at scale. Being one of the largest Internet retailers in the world, customer service is a natural extension of our activity in social media channels.
  • Flexible platform and UI. We have dozens of different teams that use the platform, and the flexibility in reporting and conversation dashboards has been key to making sure each department can efficiently manage their responsibilities. Custom metrics, the Rules Engine and Macro functionality has also helped extensively.
  • We produce a high volume of daily content, most of which is created and published within 24 hours from ideation to execution. Sprinklr has given us an efficient workflow method, where content can be produced, reviewed, scheduled and measured all within one shared interface.
  • Given that the platform is constantly being updated, there have occasionally been times when the load times have been extraordinarily slow. This is not consistent. However, when there are issues, their customer care is very responsive.
  • Reduced costs in content production, since Sprinklr enables to fluently share content across countries, languages and platforms.
  • Drastically improved efficiency in customer service and SLA. We are currently able to respond to at least 50% of our inbound inquiries within 60 minutes.
  • Custom insights has given us the ability to maximize engagement and traffic, and hence impact our bottom line of revenue.
Sprinklr ultimately provides the most advanced functionality in regard to publishing, content workflow and measurement. Due to nature of their independence, they are also able to make integrations not typically possible with other large-scale platforms.
Sprinklr has proven to be a great partner for us, beyond the immediate use of their platform and its functionality. They also have global capabilities and service, which is a critical factor for our business.
Sprinklr, generally speaking, is best suited for brands that are fully invested in social on a large scale. Small businesses would not necessarily be able to take advantage of all the features of the platform, since it is designed to handle mass audiences within complex organizations.

Sprinklr Implementation

Sprinklr Reliability

Our account partners at Sprinklr are not only responsive to out needs, both domestically and internationally, but have consistently approached us with ideas on how to improve our communication and collaboration in a proactive manner.