Great product, more customer support needed
May 17, 2019

Great product, more customer support needed

Anonymous | TrustRadius Reviewer
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.

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 have had some good experiences, especially during renewal periods, but support has suddenly disappeared when the renewal is completed. Also, while we have multiple teams, those deemed more important or more likely to expand their purchase are given more attention. This decision comes from Sprinklr, not internally, so they are prioritizing support for teams which are actually not the teams paying the majority of the money for the service.
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.
Scheduling it is fantastic for. Has made a big difference across multiple departments and made things run much more smoothly. Their social listening capabilities look impressive, but we have yet to fully test them. Their sales approach can be pushy, which makes me less likely to recommend, and their customer service can be great or just middling, depending on how valuable the sales team consider that particular user.

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