Sprinklr Review
Anonymous | TrustRadius Reviewer
May 16, 2018

Sprinklr Review

Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Sprinklr

My company uses Sprinklr for a variety of uses. Social Media marketing utilizes Sprinkr for community management, mild social listening, social media analytics, asset management, content scheduling and everything related to that. We also work in tandem with Customer Support who also have seats in Sprinklr, to where we manually flag cases to them using the CS macro and they then go in and answer any technical issues fans may be having.
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.
50 - Global social media marketing teams, creative agencies & customer support teams.
  • Assisted with integrating global social media marketing departments together
  • Has resulted in some delayed customer support responses due to technical issues with Facebook integration
  • Lack of ability to message people on Instagram has led to poor community management on this platform.
As much as I get frustrated with Sprinklr, Sprinklr is a much cleaner platform than others I have used and I do obtain good data from the reports due to my custom filters, allowing me to pass along education onto product teams in regards to their specific lines.
When Sprinklr works well, I love it and swear by it. I do like it much better than other tools I've used such as Percolate. The issue, however, is if you have a customer support issue, you are screwed for an elongated time.

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 Modern Engagement Feature Ratings

Boolean keyword searches
Not Rated
Filtering out noise/spam
Not Rated
Sentiment analysis
5
Broad channel coverage
8
Content planning and scheduling
10
Audience targeting
Not Rated
Content optimization
Not Rated
Workflow management
10
Automated routing and prioritization
5
Customer interaction histories
8
Bulk actions
10
Lead generation
Not Rated
Content marketing
5
Paid media management
Not Rated
Campaigns and promotions
6
Twitter
9
Facebook
7
LinkedIn
10
Google+
10
Instagram
5
Pinterest
5
YouTube
3
Campaign success analytics
10
Real-time tracking
5
Competitor analysis
Not Rated
Role-based user permissions & privileges
7
Mobile access
3