Exceeding Expectations with Sprinklr Modern Care
August 16, 2019

Exceeding Expectations with Sprinklr Modern Care

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Social Care
  • Community Care

Overall Satisfaction with Sprinklr Modern Care

My firm (social media department) uses Sprinklr Modern Care in order to resolve and measure customer care issues in an integrated way across our channels. This platform also allows us to manage service interactions at scale. This allows us to streamline processes and monitor messages and activity across our social media channels.
  • Reroute and bring in Social Media Messages
  • Connect with CRM tools
  • Analysis with AI-capabilities
  • Creating dashboards can be rather difficult
  • Customer Service and Tech team can be hard to reach for one-off questions
  • Automatic responses cannot be configured in a more personalized manner
  • Operational Efficiency
  • Measurement and Reporting
It takes time to reach the Sprinklr customer service team at times. It would be helpful to have a pop up chat as a feature on the website. Live chats would help with one-off questions - similar approach as Facebook when it comes to questions regarding our paid ads. We simply click a 'help' button and then we are given a number in the queue to meet with a live chat rep.
The social listening and benchmarking dashboards of Sprinklr Modern Research have been a huge game changer for our department. They allow us to gauge the competitive landscape and monitor any trending topics in a particular space which allows us to realign our priorities for the upcoming fiscal year. They're both great products, but have different purposes.
My favorite feature of Sprinklr Modern Care would be the automatic responses feature. This helps our team reduce our response times and increase efficiency overall. Another neat feature would be the ability to gauge the sentiment of the message (whether it's positive or negative). This has added additional color to some of our analysis.