Item: Sprinklr Service
Rating: 7
Author: Verified User

Overall Satisfaction with Sprinklr Modern Care

Use Cases and Deployment Scope

Sprinklr Modern Care is being used to handle customer service issues on social media. It is used by a corporate department and customer service associates in various locations throughout the country to communicate with customers on-platform. Oftentimes, once contact is made the issue can be better addressed via direct message or phone call.

Pros and Cons

Pros

Quick identification of customer service issues on social media
Ability to respond quickly to customer service issues on social media
Opportunity to respond on-platform

Cons

Filtering through social posts for legitimate issues vs. noise
Not all posts should be handled by customer service specialists.
Not all posts are from legitimate customers.

Return on Investment

Shorter time in progress (TIP)
Mitigates issues that could become worse
Immediate response to customer inquiry

Alternatives Considered

unknown

Likelihood to Recommend

Sprinklr Modern Care is well suited when issues are clear and clearly identified. However, it is somewhat less suited or less appropriate for filtering those issues, weeding out inappropriate issues, and other noise within social media posts. Identifying which issues are legitimate and need to be handled by customer service specialists is key.

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Making good use of Sprinklr Modern Care

Modules Used