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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.
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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
Sprinklr Service review for AI
What do you like best about the product?
It can manage social media including Linkedin with Auto Answer
What do you dislike about the product?
Nothing is so far I could findout. Still customer service can be improve
What problems is the product solving and how is that benefiting you?
To manage Linkedin business account it helps a lot.
The only service of its kind - it doesn't have any true competitor
What do you like best about the product?
It's great that I can manage multiple brands through one service, and provide users access to various pages without needing to go through the social media platform itself. There have been great benefits to managing social media queries from the public through Sprinklr e.g. no message goes unanswered, and we can track a customer's previous contacts with us. I find the ability to quickly provide our staff in various teams nationwide access to a company page without having to bother with native access (which is a huge headache) to be pretty game changing. We use Sprinklr daily across the whole country's offices, and it's made managing our huge social media footprint so much easier. We found it did involve a bit of effort to do the initial build, and integrate users into using the system, but we had a lot of support from Sprinklr to do this in the beginning. They have been very good to us.
What do you dislike about the product?
The user interface could definitely be made a bit easier to use, however there is a Persona App which can be enabled providing a simpler UI for users that need this - which is really great. The support desk is a bit frustrating at times because they cannot make changes to the system for us, and their instructions on how to fix things can often be a bit hard to follow. They are always very polite though, and they work hard to help customers with their problems. They do bring in product specialists if they need to.
What problems is the product solving and how is that benefiting you?
Sprinklr helps us manage multiple brands on social media, effectively manage our communities, and ensure no messages go unanswered. It helps us with listening to the conversation on our social media channels, and gives us good reporting on this so that we can track sentiment and volume of comments and enquiries we receive across the country.
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