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Intuitive tool
What do you like best about the product?
The tool is intuitive and easy to learn, it also provides a lot of valuable insights we can bring back to the business. I primarily use the Sprinklr Listening Tool & within it I like the word cloud insights, advocates, detractors etc. surrounding certain listening topics. We also primarily use the Engagement dashboards which helps with social community management, customer engagement and customer care.
What do you dislike about the product?
The sentiment tag. While useful, some of the content is tagged wrongly by the system as neutral or negative when it might be otherwise.
What problems is the product solving and how is that benefiting you?
Social Listening, this has helped inform content we can add to our editorial calendars or even paid social campaigns.
Recommendations to others considering the product:
Great for bringing valuable marketing insights to your business especially the Listening tool.
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My experience
What do you like best about the product?
How interactive it is in real time, and the accessability
What do you dislike about the product?
that it does not filter the add or reciepe likes from the actual concerns
What problems is the product solving and how is that benefiting you?
I am able to bulk close alot of comments with the algoritym
Recommendations to others considering the product:
better filters
Sprinklr, the leader in customer service!
What do you like best about the product?
Sprinklr makes it easy to respond to customers while updating there systems to create a good experience for their clients.
What do you dislike about the product?
Sometimes, when there are errors it might take a little while to get things fixed. This could hold up the experience for our customers.
What problems is the product solving and how is that benefiting you?
Sprinklr has definitely helped with keeping up with current messages we send to our customers, as well as making sure the product is constantly updated.
Positive and Simple
What do you like best about the product?
I feel like it was simplified and its easier to use now.
What do you dislike about the product?
The only thing I disliked was glitches but it seem to get better as time went on
What problems is the product solving and how is that benefiting you?
Resolving customer issues from social media for Sling TV
It is the best solution that can be customized based on your own business model
What do you like best about the product?
flexibility and automation. it provides what is the required for my business all the time
What do you dislike about the product?
It takes too much to learn and the support team know that and they don’t develop too much to enhance our skills as clients so I have to dig deep to learn how to do anything and sometimes the info is not published for us
What problems is the product solving and how is that benefiting you?
Automation they provided solved a lot in my business
Recommendations to others considering the product:
You have to be digital person who is like digging and willing to learn as Sprinklr is a perfect partner in case you learn how to use it but if you need a ready made solution; then you will suffer somehow with Sprinklr
Great Program
What do you like best about the product?
Sprinklr offers a great system for our team to be able to handle social cases quickly and easily.
What do you dislike about the product?
Sometimes we get the same case multiple times, the timing function seems to be a bit off lately.
What problems is the product solving and how is that benefiting you?
We get consumer concerns lodges on social channels directly funneled to us which lets us make sure we can address anything that needs to be addressed.
Sprinklr Care is a game changer
What do you like best about the product?
I love the Sprinklr Care interface and the great experience we're able to provide to our care agents. I also have found extreme value in being able to have both aggregated and individual metrics at my finger tips. Having this tool has been critical to maturing how we provide customer care on social and advocate for more changes and resources.
What do you dislike about the product?
I have a hard time telling a clear story between messages and cases, and the tool doesn't speak a consistent language when you're trying to build reports or tag.
What problems is the product solving and how is that benefiting you?
We're working to provide a great brand experience on our care channels, so that our customers can have their issues resolved in the medium they choose, and at the time they choose. To date, we've been able to decrease our first-response time from 8+ hours to less than 15 minutes, and have been able to start to understand how we may be able to influence sentiment.
Great way to monitor various platforms simultaneously.
What do you like best about the product?
How clean the userface is designed. It's easy to navigate.
What do you dislike about the product?
The terminology for some of the things that are on the site. For instance, on the Launchpad- Agent Console. It's confusing to think of when you're first exposed to it. You don't think of it as your main dashboard.
What problems is the product solving and how is that benefiting you?
The Engagement Dashboard is a tremendous help. It helps keep better track of each platform we use in our many markets.
Speedy and helpful support
What do you like best about the product?
The dedication to solving problems with minimal to no disruption to the business. Clear escalation paths based on the type of request and prompt confirmation of receipt once a ticket has been submitted.
What do you dislike about the product?
Sometimes becomes difficult to track responses to the Zendesk ticket as folks on CC when the original ticket was submitted do not receive notifications of the replies. Sometimes a ticket has been actioned and closed and I will continue to receive emails saying the ticket is on hold pending more info from me.
What problems is the product solving and how is that benefiting you?
Scalable support, priority assistance, same-day service.
Recommendations to others considering the product:
Work closely with teams initially to determine escalation paths as needed to enable quick, turnkey support services and reduce the time it takes for customers to get problems solved.
Full featured enterprise-grade platform that can be configured for almost any workflow you want
What do you like best about the product?
The rule engine allows one to set up complex workflows that will suit any modern organisation. I was able to meet most of my users' and managements' requirements with this platform. I also had a great Account Manager and Success Manager who would regularly engage me to find out if there's any issues that require their assistant. Truth be told, I didn't need to wait for them to ask me as I find it easy to approach them to resolve any issue I may have along the way. Sprinklr's Management was also accessible and receptive of feedback.
What do you dislike about the product?
Configurability and flexibility come with complexity in the setup phase. You'll probably need to engage Sprinklr's help if you have complicated workflows. Realistically, you'll need to purchase Managed Services hours with your subscription unless your workflows are not complicated and you do not foresee changes post go-live. The per-seat licensing is also something that limits the growth. I would probably try to negotiate for an unlimited seat subscription if possible in our next review for renewal.
What problems is the product solving and how is that benefiting you?
I need a single platform that aggregates interactions from various social media, messaging and community touchpoints and have the flexibility to assign them to all available agents or specific specialists in the team. I was not able to find another product that was enterprise-grade and could meet my requirements. With this, I was able to avoid having point solutions for the various touchpoints that we operate in.
Recommendations to others considering the product:
Give Sprinklr a chance to show you the platform then you can decide!
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