Making good use of Sprinklr Modern Care
October 21, 2020

Making good use of Sprinklr Modern Care

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Modules Used

  • Social Care
  • Community Care

Overall Satisfaction with Sprinklr Modern Care

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