All-in-one, but pricey
November 12, 2019
All-in-one, but pricey
Score 9 out of 10
Vetted Review
Verified User
Modules Used
- Social Publishing & Engagement
- Social Listening
- Display
- Gallery
Overall Satisfaction with Sprinklr Modern Engagement (formerly Social + Messaging Suite)
We use Sprinklr as a care platform, scheduling tool, reporting database, social listening device, and more. Over time, we've tailored the system to fit our exact needs, because it's a relatively fluid platform that can be adjusted to fit evolving changes in a business - something that happens with the social space. We originally focused on using Sprinklr to publish and report, but when the social landscape pivoted towards care, we were able to adjust Sprinklr to fit our needs there. Now we're able to proactively seek out care and engagement opportunities, even when customers aren't contacting us directly.
- Customization - Through Sprinklr's rules and robust custom field creation, you really can create a lot of customization for every facet of your business.
- Listening - Their Listening Engine and Explorer are fantastic ways to proactively find engagement-friendly conversations, in addition competitively research your brand.
- Care - Using their case formatting, messages and customer contacts can be routed and assigned easily to available reps, and their bot builder can help to automate your contacts without sacrificing a personal touch.
- Bulky - There's a lot to work with, which can be good for some and daunting for others. Training is needed.
- Pricing - The platform is robust, but there are additional modules that each cost money. (Care cloud, Listening, etc. are all separate costs)
200 - Care, Management, Reporting, Marketing, Workforce Management, Customer Engagement, Merchant Services - you name it, we try to have it run through Sprinklr.
- We've shifted our customer service from email and call to chat and social media, all with the help of Sprinklr.