Good tool for social care in bigger companies
November 07, 2020
Good tool for social care in bigger companies
Score 8 out of 10
Vetted Review
Verified User
Modules Used
- Social Care
Overall Satisfaction with Sprinklr Modern Care
We use Sprinklr to interact with our customers on social media and monitor comments and mentions by our customers.
- Great overview of which messages, comments, mentions etc. got answered already
- Good overview for teams to see who's already working on single cases
- Nice way to build our own individual dashboards with all information each of us needs
- Nice tools to interact with customers
- Better message histories and mentions on Twitter
- More filters for dashboards (e.g. hide already assigned cases) etc.
- Combining of multiple messages from the same customer in dashboard view
- Time saving because you do not need to open all social media pages and it has a good overview of all your social platforms
- Prevents double processing because you can assign cases
- Saves money because you can work more productively
These tools were good to manage social interaction when you just have one or maybe two social media managers who take care of anything. When it comes to teams, there was not a good way to manage bigger amounts of requests and to have an overview of who does what. So you waste time on cases which are already in progress by someone else. Sprinklr was the solution for that. Sprinklr also offers good user management, so you don't need to share credentials of every single service to everyone to give them access. This is also a huge benefit in a global company with over 5,000 employees.