Social Media Moderation and Social Listening and insightful reporting made easy
May 03, 2022

Social Media Moderation and Social Listening and insightful reporting made easy

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Visual Insights
  • Benchmarking Insights

Overall Satisfaction with Sprinklr Modern Research

Using it to pull reports and provide insights on the social sentiment from the audience of our brand's social experience and from there add valuable insights to the business owners on what the community wants and best practice advice for marketing and advertisement. These monthly reports are the foundation to understand customer behavior, references and service experience as well as getting more insights from the sentiment of our customers.
  • Advances language recognition apart from English only.
  • Insightful social listening from your community.
  • Great benchmark reporting with the feature to also compare your company to industry competitors.
  • Integrate customer satisfaction survey.
  • Auto reporting and alert on set topic groups (when a threshold of a certain mention is reached, provide insights on WHY it is increasing).
  • Add AI support for response templates for agents.
  • Optimized moderation of various social channels and platform.
  • Better reporting of social sentient insights.
  • Also for other markets and EU languages.

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We previously used Khoros Lithium and had way less reporting opportunities and a less advanced language recognition feature. User settings and routing has been more difficult to build and it was less user-friendly. In regards to reporting, Sprinklr provides way more options and a whole better visual experience to share it with individuals not having access to the platform.
Zendesk Support Suite, Genesys Cloud CX (formerly Genesys Cloud)
Very good to merge your social media channels and moderate and engage from one platform. Also to pull and provide robust reporting with great visualization. Also helps to get a better understanding of the best times and channels and topics for advertisement, also to identify niche topics and benchmark competitors. Less suited for pure number/ case and KPI reporting and analyses.