Great Service Experience with Sprinklr
Updated March 23, 2022

Great Service Experience with Sprinklr

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Social Publishing & Engagement
  • Agent Overview

Overall Satisfaction with Sprinklr Modern Sales & Engagement

  • Sprinklr Modern Sales & Engagement is used for supporting Uber customers with their concerns raised on social media platforms (Twitter, Facebook, Instagram).
  • It is used by the social media support teams across Uber.
  • We use it to resolve social media concerns within the underlined SLAs.
  • We support riders, eaters, delivery partners, drivers who come up on social media for their issues.
  • We provide instant and dedicated support for influencers and emergency issues that come up on the tool.
  • We deal with viral cases amd monitor them on Sprinklr on a regular basis.

Pros

  • Instant delivery of tweets, FB posts to the tool. Very fast
  • Admin management of users and insight generation through case data
  • Case level and profile level interactions are separated making the lives of the social media specialists in assisting the customers

Cons

  • Need to improve user interface
  • Minor glitches on the tool which result in hindering employee's productivity
  • Sprinklr doesn't support sending DMs to social profiles where users are not following company social handles
  • Customer interaction or support has become easy with automation of tickets inflow with the tool. Earlier they were resolved using native ways.
  • Analysis and business improvement has been greatly influenced.
  • Monitoring and queue management have become easy.
I give 7 because sometimes even if we raise issues, some are still left in pending for longer time than usual. But smaller issues related to tool glitches can be solved by the support team available on their website. Actually they have a real time or live agent support available for these kind of queries or support requests. Overall, I am satisfied just those issues which are intermittent.
I have used Spark Central in the past, but when compared with Sprinklr [Modern Sales & Engagement], it should be more developed and match the expectations of the end users of the tool. I have seen Sprinklr doing a great job when compared to Spark Central as soon as my organization switched to Sprinklr.
Overall, [Sprinklr Modern Sales & Engagement] is a fit for answering social media queries and admin management. However, please find below some scenarios where the tool doesn't work well:

1. Sometimes when we submit responses/replies, it takes longer to for them to be sent to the customers.
2. The agent interface would load for longer than required sometimes.

Sprinklr Social Feature Ratings

6.8
Boolean keyword searches
7
Filtering out noise/spam
6
Sentiment analysis
6
Broad channel coverage
8
7.0
Content planning and scheduling
8
Audience targeting
7
Content optimization
7
Workflow management
6
6.7
Automated routing and prioritization
6
Customer interaction histories
7
Bulk actions
7
7.8
Lead generation
7
Content marketing
8
Paid media management
8
Campaigns and promotions
8
9.0
Twitter
9
Facebook
9
LinkedIn
9
Google+
9
Instagram
9
Pinterest
9
YouTube
9
7.0
Campaign success analytics
7
Real-time tracking
7
Competitor analysis
7
6.5
Role-based user permissions & privileges
7
Mobile access
6

Using Sprinklr Modern Sales & Engagement

25 - 1. Resolve customer concerns on social media
2. Admin management (for assigning tickets, check real time queues, agent performance etc)
3. Creating social media campaigns
4. Content management for marketing teams
5. Service Level Agreement (SLA) Management across social media teams at Uber
6. Export case or ticket data on a weekly or a monthly basis to a spreadsheet for analysis purposes
7. Analyse the downloaded data for improving business

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