TrustRadius
Sprinklr: Robust tool, requires strategic management to get the most benefit
https://www.trustradius.com/social-media-managementSprinklr Modern Engagement (formerly Social + Messaging Suite)Unspecified7.8124101
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May 21, 2019

Sprinklr: Robust tool, requires strategic management to get the most benefit

Score 8 out of 101
Vetted Review
Verified User
Review Source

Modules Used
Social Publishing & Engagement, Social Listening

Overall Satisfaction with Sprinklr Social + Messaging Suite

We use Sprinklr internally to manage our department accounts and across our organization in various other departments. It allows us to streamline our social media management operations, monitor issues, and evaluate content performance of our broad audience.
  • Monitoring is robust and we're confident in the results.
  • Governance is detailed and allows us to craft specific roles and levels of access.
  • All features that are generally available via social channel APIs seem to be available in Sprinklr.
  • Reporting capabilities are robust and meet our needs, although they can be a bit overwhelming in their complexity.
  • Governance roles are complex, and it takes time to gain familiarity.
  • Reporting options are very robust, but the explanations of data points are sometimes lacking in granularity.
  • The support system can be challenging in terms of communications. Sometimes it is tricky to get everyone on the same page as to what an issue is, and weeks can go by before it is fixed.
47 - We have individuals representing the content production, analytics and crisis management sides of our central communications unit, as well as various department/academic units on campus.
  • We're now much more capable of measuring detailed brand sentiment and social content performance across a variety of custom fields.
I routinely have to message several times with the tech team in order to diagnose an issue, and often am told it cannot be fixed quickly. There are occasionally language/syntax barrier issues as well.
We do not utilize unified platform features to a great extent, but I've seen how they can be helpful from a reporting perspective.
Hootsuite is much more robust in terms of reporting on message data. The ability to metatag individual posts and report on custom fields was vital to our measurement strategy.
Sprinklr is appropriate for mature marketing operations or complex networks of channels. It may be too robust for a team with just a few channels who is not interested in metatagging data.

Sprinklr Modern Engagement (formerly Social + Messaging Suite) Feature Ratings

Boolean keyword searches
10
Filtering out noise/spam
6
Sentiment analysis
6
Broad channel coverage
8
Content planning and scheduling
10
Audience targeting
10
Content optimization
10
Workflow management
10
Automated routing and prioritization
10
Customer interaction histories
6
Bulk actions
8
Lead generation
Not Rated
Content marketing
Not Rated
Paid media management
Not Rated
Campaigns and promotions
Not Rated
Twitter
9
Facebook
9
LinkedIn
10
Google+
Not Rated
Instagram
10
Pinterest
10
YouTube
10
Campaign success analytics
10
Real-time tracking
Not Rated
Competitor analysis
Not Rated
Role-based user permissions & privileges
10
Mobile access
10