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Convenient, beautiful, unstable, often stuttering, limited functions
What do you like best about the product?
The interface is beautiful, you can see the customer's warranty information, and you don't need to go to SFDC to see it
What do you dislike about the product?
When uploading images, you cannot send messages at the same time; you need to click the "icon --- plus sign ---Upload Images," you need to click CN SMAC when searching instead of directly pinning CN SMAC, or instantly search for pictures required by related keywords. Unable to receive the customer's files other than pictures.
What problems is the product solving and how is that benefiting you?
The interface is much more beautiful, I especially like it, and the customer's avatar has become very good-looking, which makes the mood of work more pleasant. Other changes didn't feel much for me
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Managing enterprise social use cases with unique customizations with scalability with Sprinklr
What do you like best about the product?
I think the flexibility to integrate into all social channels but also adapt to the enterprise need via custom integrations for our workflow through Sprinklr has helped us scale globally.
What do you dislike about the product?
I think the cost per license can be decreased if Sprinklr makes a leaner version of the care license without the entire bells and whistles would be helpful.
What problems is the product solving and how is that benefiting you?
The problem of scaling to several markets quickly is being solved through Sprinklr, and from our perspective, if the baseline rules are set once, you can deploy anywhere. It helps save time and money.
So customizable that what Sprinklr can't do, can still be done (usually)
What do you like best about the product?
Sprinklr's biggest strength is how customizable it is. Crafting workflows, special tagging options, macros, use-cases... it's all possible. In the rare event that Sprinklr can't do what I've wanted it to do, I am almost always able to find a workaround that leverages Sprinklr's flexibility.
What do you dislike about the product?
I really only have two complaints with Sprinklr's Modern Care. The first is that the aforementioned flexibility and customizability can work against you. It's way too easy for things to get overcomplicated. This leads to my second dislike: support. I am sure that support interactions for simpler and more straightforward setups are stellar. However, my team's workflow is complicated and has customizations and unique functions at every turn. This means that most of my support tickets are frustrating. My Success Manager even set up a special distro group I copy on support tickets just to ensure that the tickets are being handled appropriately and that the troubleshooting I'm receiving is meaningful.
Support has certainly improved over the years I've been in Sprinklr, but it's still my biggest pain point.
Support has certainly improved over the years I've been in Sprinklr, but it's still my biggest pain point.
What problems is the product solving and how is that benefiting you?
The most helpful solution Sprinklr Modern Care brings my team is the ability to properly organize customer messages on social. We are moderating over twenty accounts across five platforms, and Sprinklr is the only tool we've used over the years that has helped bring some organization to the chaos. Case management in particular has been a game changer and allows us to keep conversations contained within a single case, manage case ownership (latest engaged moderator), and tag messages, cases, and unique profiles for PR tracking purposes when needed.
Sprinklr Modern Care
What do you like best about the product?
Sprinklr Modern Care enables us to interact with our customers in an efficient and compliant manner. Given the size our company it's imperative that we have a solution that enables us to manage and route customer queries to their intended targets. With the features available we are also able to have alignment across our social channels and apply the appropriate governance to ensure our social service is performed to the highest standards.
What do you dislike about the product?
As of now I believe the tool provides us with everything we need. Given the restrictions around social authentication we are limited to the services we can provide.
What problems is the product solving and how is that benefiting you?
Firstly, it removes the need for native account access and that is a huge positive in risk mitigation. It enables us to streamline message processing and have a complete view of all inbound messages, we are than able to understand volumes and make informed decisions before responding. The Supervisor Console is also a real plus for us, the ability to audit and understand agent effectiveness ensures we can align with other CS channels.
Great tool for community management
What do you like best about the product?
Sprinklr provides a single view of DMs and inboxes across multiple social media channels, making it easy and hassle free to manage messaging. Saved us a ton of time!
What do you dislike about the product?
There needs to be better tools for tagging and ways to evaluate quality of responses by our care agents. Load time is also a factor, given that we need to respond to customers in real time.
What problems is the product solving and how is that benefiting you?
Sprinklr has helped our customer support folks work much more efficiently. With a single overview of messages in all channels, we can track easily which messages have been responded to. The standardized analytics on how we're doing across all platforms, as well as automated features, are also very helpful
sprinklr modern care is the solution we were looking for
What do you like best about the product?
sprinklr's modern care solution is the ultimate solution to keeping track of all the customer insights. At my organization we have been using sprinklr for almost three too four years now and we have truly come to realize what listening to your customers mean. We have not missed out a single case where we found out the customer was unhappy or happy or if they had any other feedback , no customer has not gone unheard. Sprinklr's modern care is one of the highest customizable platforms in the entire industry I believe.
What do you dislike about the product?
I wish they had provided the tagging for segments so in case you bulk upload anything you can segregate it by tagging and filtering it out. Sometimes due to so many options and menus , the product can get a bit overwhelming to get started with and get used to.
What problems is the product solving and how is that benefiting you?
While using modern care it was ensured that all the departments got notified about the open issue immediately and we bought down the ticket closing time by whopping 76% which is a really great achivement we are proud of. You can easily keep track of the messages you receive from all the platforms that your company has online presence and manage them all under one roof.
Recommendations to others considering the product:
I think anyone with a decent budget looking to expand their business should look for to opt sprinklr modern care it perfectly tailor fits into your organization and totally worth the price. The onboarding usually takes a couple of months but from there it is a piece of cake.
Super Convenient
What do you like best about the product?
It makes it easy to respond to all customers online
What do you dislike about the product?
I wish you could like comments more easily
What problems is the product solving and how is that benefiting you?
I am able to keep track of all incoming messaging from guests in one simple to manage place
Recommendations to others considering the product:
Would definitely recommend using this to manage customer service and community management needs
Sprinklr: All of your needs in one platform
What do you like best about the product?
Sprinklr has a ton of features and customizability. It really can do pretty much everything you can possibly need, at least that I've come across.
What do you dislike about the product?
At times, the complexity of having such a robust platform takes away from any easy user experience.
What problems is the product solving and how is that benefiting you?
Taking care of guests, engaging with our biggest fans, and tracking what is important to them, all in one platform. We've been able to improvise on the fly utilizing the consolidated feedback in the platform.
Recommendations to others considering the product:
Make sure you're prepared to have a strong team member admin the platform. That's your best bet to maximize ease and efficiency.
Very useful tool but could use a couple improvements
What do you like best about the product?
The views and how easy it is to set up your own dashboards
What do you dislike about the product?
That it has soo many features that it can be hard to get the tool to do what you want it to do
What problems is the product solving and how is that benefiting you?
Community and social engagement, its easy to have an overall view of what people are saying
Sprinklr modern care is among the best social media tool used by my team ...best SMMS so far
What do you like best about the product?
It is a unified platform and it is covering everything that is required to enhance social media activities
What do you dislike about the product?
Granular permissions and user roles. It basically has so many complex permissions which makes it a complex application
What problems is the product solving and how is that benefiting you?
Sprinklr helped us organize the content calendar, managing and publish the content, helping us in understanding the customers and audiences. It is also a great help when it comes to community engagement which is Sprinklr Modern Care
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