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Great onmichannel solution to improve Customer Care efficiency!
What do you like best about the product?
- Great self-service solution for customers
- Omnichannel support enabling us to have a 360 view of our customers in all channels
- Increase in CC productivity
- Efficient AI technology
- Easy switching between channels
- Omnichannel support enabling us to have a 360 view of our customers in all channels
- Increase in CC productivity
- Efficient AI technology
- Easy switching between channels
What do you dislike about the product?
-Channel switching may be sometimes confusing for agents
- Valuable AI but still human CC support needed
- Valuable AI but still human CC support needed
What problems is the product solving and how is that benefiting you?
Input from customers through different channels being unified in one platform, reduces considerable time for CC agents.
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Sprinklr Service- AI business solution
What do you like best about the product?
Help in many kind of business to decrease human intervention. Auto reply chatboat services are very useful.
What do you dislike about the product?
No such things as of now but still customer service can be better with better reachout
What problems is the product solving and how is that benefiting you?
Chatbots use to save human efforts & manual intervention. When too many same kind of queries are there this is the best way to answer without typing and reading by humans.
If Salesforce Integration is a goal with Sprinklr, I do not recommend.
What do you like best about the product?
Sprinklr Service offers moderation capabilities for a multitude of social platforms, including Facebook, Instagram, X, TikTok, Pinterest, Reddit, and more. It offers in-platform reporting capabilities for both individual agents and for teams of agents. It also allows for tracking of comments by tags and the ability to add response templates and scripts for common replies. Finally, Sprinklr is one of the few moderation platforms for social that allows for moderation of comments on dynamic ads and dark posts.
What do you dislike about the product?
While Sprinklr boasts integration capabilities within Salesforce Service Cloud, there are numerous limitations that make it evident that end-to-end integration is not standard or the preferred use of Sprinklr Service. Moreover, the support of the Sprinklr team is inconsistent, with a seemingly constant change in representation and a lot of finger pointing at either Salesforce or Meta when things aren't configured as expected. Known concerns with the platform are not shared upfront in the process, and adequate testing capabilities for public channels do not exist. Thus, it is necessary to implement changes in a live environment with real consumers, which is an absolute no-no for any tech implementation in a consumer-facing department. Lastly, most every ask for capabilities that seem commonplace result in a need to extend or bolt-on to our contract at significantly higher costs than expected. One example is a development environment for testing public post moderation in Salesforce following go-live. The minimum annual cost for this development environment is $25k but can be more than double this amount, none of which was articulated at the time of contract negotiation.
What problems is the product solving and how is that benefiting you?
Moderation of social comments on organic and paid channels including Facebook, Instagram, X, TikTok, SnapChat, Pinterest, Reddit, and YouTube, including dynamic ad and dark post moderation.
Dream Team
What do you like best about the product?
From the first Sales pitch, we developed a close connection with the team. After signing each team we worked with was incredible. Our goal was to find a company that would fit our culture and be an extension of us. Sprinklr did just that! Anytime we need help, guidance or advice, they were there to lend a recommendation, suggestion, or help us take on tasks to complete our goals. All the help given from different teams has been personalized and always done in quick timely manner, even when we had urgent requests. The system itself was built with us and for us, which allowed us to taylor it to what we needed. The system is easy to use, administer and to train others on. We have gotten nothing but praise across the enterpirse for the system.
What do you dislike about the product?
The only thing I would improve would be the live chat function to be more like a chat on the service side, similar to what a customer sees on there end. It comes in like a regular cases right now and can get lost in other cases.
What problems is the product solving and how is that benefiting you?
Sprinklr came in and solved our biggest problem of have 9 separate system to handle all of our consumer contacts. Now we have one system for everything Social Media Engagement , Chatbot, Live Chat, SMS, Emails, Phones, Mailed Letters, Reporting, Analytics and Social listening.
The system has also automated coupons for us. This saved us time on 20% of our contacts.
The AI in Product Insights and across reporting has allowed us to save time and share more reports across our enterprise.
The system has also automated coupons for us. This saved us time on 20% of our contacts.
The AI in Product Insights and across reporting has allowed us to save time and share more reports across our enterprise.
VP IT
What do you like best about the product?
Integrations were solid. good company support and reliable product.
What do you dislike about the product?
Clunky interface and GUI could have been more user friendly.
What problems is the product solving and how is that benefiting you?
Not sold on my current solution of service now that we use
Needs Improvement
What do you like best about the product?
Somewhat easy to use and creates better process
What do you dislike about the product?
can be difficult to get support from the sprinklr team on a variety of areas.
What problems is the product solving and how is that benefiting you?
Assists in improving the internal processes surrounding our social care functions for ourselves and our agency partners.
Digital media project manager
What do you like best about the product?
la capacité a pouvoir tout gérer dessus niveau social
What do you dislike about the product?
les multiples bugs sur la plateforme sprinklr
What problems is the product solving and how is that benefiting you?
service client
A omnichannel platform providing in depth analysis for customer service
What do you like best about the product?
The use of social listening and being able to analyse customer contact reasons
What do you dislike about the product?
The ability to narrow down cases by type rather than keyword
What problems is the product solving and how is that benefiting you?
The use of keeping all social platforms in one area for an easier workflow.
Sprinklr Enterprise para CCaaS
What do you like best about the product?
Sprinklr tiene una interfaz amigable para los usuarios, ofrece cantidad de posibilidades para distintas implementaciones e integraciones para distintos usos sin llegar a ser complicado para los usuarios/agentes.
What do you dislike about the product?
el precio es elevado en comparación con la competencia, además que el producto lite es muy limitado en cuanto a reportes e integraciones.
What problems is the product solving and how is that benefiting you?
integracion con APIs y servicios actuales, por ejemplo los productos de Meta
A quality support
What do you like best about the product?
the Sprinklr support service is very good, our contacts make themselves available all the time when we need them and know how to meet our expectations. They know how to show initiative and are proactive. The features deployed are useful, the platform is easy to use and the possibility of exporting makes our work easier.
What do you dislike about the product?
there are some bugs sometimes which delay us in our tasks to carry out
What problems is the product solving and how is that benefiting you?
mainly campaign setup problems. When there are rules to put in place on campaigns. This allows us to launch campaigns knowing that everything is OK
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