TrustRadius
Sprinklr Modern Care helping us meet or exceed the expectations of the travelling public
https://www.trustradius.com/social-media-customer-serviceSprinklr Modern CareUnspecified7.633101
Gregory Hounslow profile photo
June 24, 2019

Sprinklr Modern Care helping us meet or exceed the expectations of the travelling public

Score 10 out of 101
Vetted Review
Verified User
Review Source

Modules Used
Social Care

Overall Satisfaction with Sprinklr Modern Care

We are using Sprinklr Modern Care for social media customer service and outreach and are also evaluating the platform for expanded email care across several teams.
  • Automated routing to appropriate teams
  • Automated notifications for certain types of content or posts from certain users
  • The reporting options are fantastic.
  • We've integrated a chatbot seamlessly with Sprinklr modern care so our team members can pick up a conversation if our bot isn't able to provide an answer.
  • There is always room to improve the speed of response and efficiency by introducing keyboard shortcuts for our most used macros, actions, etc.
  • Sprinklr Modern Care has had a dramatic affect on our response times and overall efficiency. We've been able to handle more conversations in less time.
  • The platform has allowed us to exclude (or de-prioritize) high-volume, low-priority conversations from social media posts that are intended to create engagement, so our queues are not jammed up with emoji replies, one-word responses, etc. It has been amazing to either route comments on certain posts to a dedicated queue, or to exclude them from our teams' queue altogether.
The support team has been very attentive to our needs and have communicated API outages (from the major social networks we use) quickly. THe few bugs we've experienced are actioned and fixed quickly.
Using Sprinklr Modern Care as part of the Sprinklr unified platform has allowed us to get a complete view of all our social media efforts. We're able to report on all aspects of what we do in social media, while gaining insights into what our fans and followers are saying through the data that is publicly available via social media.
We previously used Sparkcentral for our social media care. While we were very happy with the team there, the product had not evolved as much as Sprinklr and we found it to be lacking in its ability to handle different languages, route certain types of conversations with higher priority or to certain teams / agents. It also did not have as robust a reporting structure as Sprinklr does.
Sprinklr Modern Care is great when paired with a chatbot or with larger, more complex teams that have varied skill sets or languages. It is also great for smaller, niche focus teams as it provides the majority of what all organizations will require from routing, to case assignment to governance and reporting.