Item: Sprinklr Social
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

It is being used for publishing social content across the active platforms. Primarily used by the corporate marketing team who serves various purposes of product-specific departments.
It gives the convenience of publishing content, monitoring, and analysing conversation sentiments.

Pros and Cons

I think the flexibility and scale you get with Sprinklr Modern Engagement is unmatched. Each inbound section monitoring in column view is quite easy to scroll through.
Assets management helps us a lot to share or re-use creative content created across the continents. It gives performance insight as well to select most interactive content for your own usage.
Reporting is another area where we see immense possibilities. Post engagement breakdown is quite useful.

We face issues in reporting module particularly that publishing tagged content should be synced with reporting tags which would help analyse content more deeply.
Unavailability of paid and organic posts segregation is another issue in reporting.
On Twitter, reporting dashboard shows RT and tweets as outbound brand posts which creates confusion at a summary level. If you download report it gets segregated.
Facebook or Insta stories are not covered in reporting.
Instagram video views not captured in reports.
Live video cannot be moderated in the engagement module.

Users and Roles

4 -

Content publishing & management
Comment moderation
Reporting and analytics
Supervision and monitoring across the platform content
Influencer and PR activity tracking

Return on Investment

Very helpful for customer voice management. Best utilized for customer service purposes.
Helpful in planning and managing content among all global business units.
More mature metrics of engagement need to be established.

Support Rating

Support is very systematic and particular about turn around time. Basic situation team goes beyond timelines to address issues.

Alternatives Considered

Sprout Social, Radian6, Brandwatch and Germin8 Social Listening

Likelihood to Recommend

It is very helpful for tracking the Live event conversations. OR trend monitoring.
But on the flip slide it is difficult to publish Live content on various platforms like Instagram particularly.

There is no Alert creation in this module. If any conversation hike you cannot get instant notification for the same.

Broadly, as a solution its good for large enterprises where a brand need to manage multiple locations.

An overview of Sprinklr Modern Engagement

Modules Used

Overall Satisfaction with Sprinklr Modern Engagement (formerly Social + Messaging Suite)