Sprinklr Unified-CXM Platform

What do you like best about the product?

We really like the range of Customer support services that Sprinklr provides, and the fact that they quickly develop and adapt to new social media networks as they arise. We also like the reporting aspects and the depth of the tool.

What do you dislike about the product?

It's complex and lengthy to set up and configure. It requires the help of managed services, making it quite complex. Maybe Sprinklr could provide more training or make the tool more intuitive.

What problems is the product solving and how is that benefiting you?

We use Sprinklr Social for timely customer support on social media, helping us manage hundreds of inquiries daily and identify trends on emerging issues related to our product.

What do you like best about the product?

What I like best about Sprinklr Service is its ability to centralize large volumes of data and transform them into actionable insights. The platform offers powerful listening capabilities, customizable dashboards, and robust reporting tools that make monitoring conversations, tracking trends, and analyzing audience sentiment much more efficient.

What do you dislike about the product?

While Sprinklr offers powerful capabilities, the platform can sometimes feel complex for new users due to the wide range of features available. Certain workflows, such as query building and dashboard customization, have a learning curve and may require additional training to fully leverage the platform’s potential.

What problems is the product solving and how is that benefiting you?

Sprinklr Service helps solve the challenge of monitoring and analyzing large volumes of online conversations across multiple platforms in one place. It allows me to efficiently track brand mentions, identify emerging trends, measure audience sentiment, and create data-driven reports. This saves time, improves the quality of insights, and supports more informed decision-making.

What do you like best about the product?

I find that it is a strong tool that brings voice, email, chat, messaging and socials into a single agent workplace so that our team sees full customer history into one place

What do you dislike about the product?

It is highly configurable but getting the most out of it requires significant uplift effort in design , and setup and training.

What problems is the product solving and how is that benefiting you?

it consolidates our customer contact channels into one platform, and gives a consistent view of each customer interaction.

What do you like best about the product?

What I like best about Sprinklr Service is that it not only provides a centralised platform for managing customer interactions and cases, but it also offers strong administrative and support capabilities. As a technical support user I find it easy to manage configurations, troubleshoot issues, monitor workflows, and support business users. The platform provides good visibility of customer journeys, flexible workflow management, and useful reporting tools, which help us maintain service quality and identify opportunities for improvement. From an administration perspective, it strikes a good balance between functionality and usability, making day-to-day support and system management more efficient.

What do you dislike about the product?

One slight drawback is that the platform's extensive functionality can create a learning curve for new users. While the flexibility and depth are strengths, it can take some time for users and administrators to become familiar with all the available features and configuration options.

What problems is the product solving and how is that benefiting you?

Sprinklr Service helps solve the challenge of managing customer interactions across multiple channels in a single platform. Instead of switching between systems, customer conversations, cases, and interaction history are all available in one place, making it easier to provide consistent support and maintain context. As a systems analyst and administrator, this benefits me by simplifying user support, troubleshooting, and workflow management. It also provides better visibility of customer journeys and operational performance, helping me identify issues more quickly and support business teams more effectively.

What do you like best about the product?

What I like most is how it helps us simplify our processes across all platforms. The analytics also support us a lot when it comes to making strategic decisions.

What do you dislike about the product?

At first, it can be difficult to understand where the information is and everything you can do with the platform.

What problems is the product solving and how is that benefiting you?

The connection and the overall experience across our attention channels have been solid. It has also improved communication within the team and made it easier to supervise our agents.

What do you like best about the product?

Sprinklr Service provides a centralized place to manage customer interactions across multiple digital channels. I like having conversations, case information, and customer history in one view, which helps teams respond more consistently. Its routing, collaboration, automation, and reporting capabilities also make it easier to manage a high volume of requests.

What do you dislike about the product?

The platform can have a steep learning curve because of its broad range of capabilities and configuration options. Users often need training and continued support to take full advantage of the platform. At times, the response is not tailored to the specific question or need at hand.

What problems is the product solving and how is that benefiting you?

Sprinklr Service helps solve the challenge of managing customer inquiries across disconnected channels and systems.

What do you like best about the product?

Sprinklr is an excellent platform for social media community management. It makes it easy to respond to customers, track your replies, and follow ongoing conversations. I also like that you can view past conversations and access analytics, which helps keep everything organized and informed.

What do you dislike about the product?

Sometimes the dashboards can be a bit finicky, and the AI doesn’t always correctly identify the right response for a customer.

What problems is the product solving and how is that benefiting you?

This helps us respond to customers in a timely manner and escalate issues to the right outlet, so customers can get the help and support they need when they need it.

What do you like best about the product?

Overall, I find Sprinklr to be a powerful platform for managing social media, customer care, and customer engagement at scale. I particularly like its ability to unify interactions from multiple channels into one workspace, support structured workflows and case management, and provide strong routing, monitoring, reporting, and AI-powered capabilities. As of late, I appreciate the performance analytics and reporting dashboards. What I like most about the platform is the support we get from the team. They are always quick to respond, share new trends and developments, and a pleasure to work with.

What do you dislike about the product?

Sprinklr can sometimes feel overly complex, and simple tasks require navigating multiple workflows, queues, or settings before you can get where you need to go. Learning curve can be steep, and the cost of the service is high.

What problems is the product solving and how is that benefiting you?

Before Sprinklr, customer conversations and cases could be spread across different channels and teams. Having everything in one place makes it much easier to stay organized, track issues, and ensure nothing falls through the cracks.

What do you like best about the product?

For me, as a community specialist, the most valuable thing is being able to have all community interactions, engagement, mentions, and messages, in one place. As a community specialist, it’s difficult to keep track of what the community is doing and interacting with on each social platform. With Sprinklr service and the Care Console, I’m able to provide fast attention and act across all our social media accounts and, on top of that, keep track of user sentiment, see their history with us, and maintain a solid relationship with our customers. I also like the reporting section, since it can be molded to view and analyze exactly what I need. Overall, it’s a really powerful platform when it comes to customer service, sentiment tracking, and analysis.

What do you dislike about the product?

One thing I dislike about Sprinklr Service is that it isn’t very easy to understand and is complex. It’s not very intuitive, and sometimes finding the right button can be difficult. I understand the platform now, how it works and how to use the tool correctly, but it took me a while to get there. There are many features that aren’t easy to digest, and that can feel a bit overwhelming at times. Another thing I don’t like about Service is that it doesn’t have Sprinklr Copilot, so there’s no AI assistant. I think that could be really useful.

What problems is the product solving and how is that benefiting you?

In my previous roles as a community manager or specialist, I often had to jump from platform to platform just to engage across different social media accounts. What helps the most is being able to see all interactions in one place, along with a level of analysis that many platforms don’t offer. Sprinklr is highly focused on customer experience and customer care, and I think that’s really valuable. Thanks to these features, I can better understand the audience, track how sentiment is evolving over time, and, of course, save a lot of time.

What do you like best about the product?

What makes Sprinklr Service truly special is its ability to bring together traditional contact center channels with the latest digital messaging options. From a PR and external communications perspective, during a crisis, we can keep an eye on customer support tickets in real-time across voice, email, and live chat. The AI-powered routing quickly directs high-priority cases or urgent customer complaints to the most suitable specialized agents. Since we started using the platform, our first-contact resolution rates have seen a positive boost.

What do you dislike about the product?

Getting the CCaaS modules up and running along with the automated voice and chatbots can be quite challenging. Our team invested significant time in training to master the agent copilot features, ensuring that the AI can recommend answers that stay true to our brand during busy customer interactions.

What problems is the product solving and how is that benefiting you?

Sprinklr Service has played a vital role in bringing together our customer support channels through modern digital messaging. This connection is especially important for our external communications approach. It helps us overcome the challenge of scattered customer interactions, which used to make it hard to track and prioritize issues across various platforms.

Some of the benefits include:
1. Unified Monitoring: Our support tickets and social media conversations are now all visible in one place, in real-time. This means our PR and communications teams can quickly spot and address potential issues before they escalate.
2. AI-Powered Efficiency: Thanks to AI, cases are automatically sorted and sent to the right experts, making our response process faster and more effective.