Sprinklr sparkles with a couple of smudges
March 31, 2020
Sprinklr sparkles with a couple of smudges
Score 7 out of 10
Vetted Review
Verified User
Modules Used
- Social Publishing & Engagement
- Social Listening
Overall Satisfaction with Sprinklr Modern Engagement (formerly Social + Messaging Suite)
It is used across all of Capita across Samsung and Audi, etc. We use it for engaging with customers over Facebook and Twitter as well as monitoring Instagram over various social company accounts. It's very easy to have everything in one place for customer engagement and keeps productivity very high. Response times have become quicker and quicker and it's easy to see reoccurring customers and their previous messages.
- It has everything organised in three simple columns and is simple to manoeuvre.
- It is easy to reply to the correct messages and look at previously sent messages to ensure we're up to date with the customers situation.
- It's great for response times and allows us to see incoming social media messages.
- Sometimes the previous message links can become convoluted if there has been quite a few previous messages.
- Sometimes Sprinklr has issues pulling messages through (even though it's usually fixed pretty quickly).
- I think maybe an easier way of finding the correct stream/column - if you're new, it can be easy to find yourself in the wrong place.
10000 - Primarily across social media customer service teams from all of Capitas contracted clients.
- Quicker response times.
- Customer satisfaction has increased with the response times.
- Real time reporting for campaigns.
I am only working on the system, I don't control the contract, but Sprinklr is a very good system that does the job well.