Great product, more customer support needed
May 17, 2019
Great product, more customer support needed
Score 7 out of 10
Vetted Review
Verified User
Modules Used
- Product Experience Insights
- Social Listening
Overall Satisfaction with Sprinklr Research
It's being used by multiple parts of the business, multiple different teams, around 20 users overall.
It solves a number of business problems, predominantly around us organizing our social media better - pushing out campaigns, measuring performance, etc. We are just starting to move into areas where we can also use it to listen to social chatter.
Different departments are using different packages and elements of the product - which is great, but also a challenge because not everyone is aware of the full capabilities.
It solves a number of business problems, predominantly around us organizing our social media better - pushing out campaigns, measuring performance, etc. We are just starting to move into areas where we can also use it to listen to social chatter.
Different departments are using different packages and elements of the product - which is great, but also a challenge because not everyone is aware of the full capabilities.
Pros
- Easy to use - clear interface.
- Reliable, fast.
- Clear and easy to understand metrics.
Cons
- Social listening has been expensive and hard to implement up until now.
- Customer service patchy - different levels of support for different teams.
- Reporting can be complicated to set up.
- Sped up the scheduling process, saving time and staff stress!
- Allows us to clearly identify the value our social campaigns deliver for clients.
- Time spent on reporting set up can slow business down.
20 - We have users from Editorial, Marketing, Thought Leadership content promotion, the Social Media team, the Events marketing team, PR, and Client / B2B marketing. Broadly, almost all elements of the business that have a social media capability use the tool in some way or other.
We do not currently have much connection between those users and broader management/finance etc, which better reporting could help, and make Sprinklr seem more like a must-have than a nice to have.
We do not currently have much connection between those users and broader management/finance etc, which better reporting could help, and make Sprinklr seem more like a must-have than a nice to have.
Very similar offerings, the decision was largely made on price and perceived levels of customer service on top, together with some testing of the UX.
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