Sprinklr Unified-CXM Platform

What do you like best about the product?

It offers a fully customizable rules engine that precisely delivers my required business outcomes. The ability to implement custom fields and custom macros opens up opportunities to analyze our data through an extremely specific lens. The most impactful discovery has been leveraging message-level regex keyword detection. This capability allows us to detect early outages and system issues automatically, long before a case even lands with a live agent for verification.

What do you dislike about the product?

While Sprinklr Service is highly capable, its pricing model is a significant drawback. The platform carries a high total cost of ownership, and the complex add-on licensing structure makes it difficult to scale cost-effectively.

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

Sprinklr Service addresses manual triage delays and rigid queuing systems by introducing a highly adaptive, rule-based operational workflow. The platform solves manual misrouting through precise routing configurations dictated by specific conditions, ensuring complex issues instantly reach specialized agents without human intervention. During unpredictable high-volume spikes, the rule engine seamlessly implements a buffer to overwrite an agent's maximum concurrency, keeping critical queues moving smoothly without overwhelming the frontline staff. Additionally, it addresses structural queue bottlenecks by using dynamic workqueues to overwrite standard queue logic, giving us the agility to bypass normal routing sequences and fast-track priority items. Finally, the platform mitigates inbound channel noise by leveraging automated rules to auto-hide and auto-close irrelevant interactions, effectively cleaning up the workspace so our agents can focus entirely on high-value, actionable customer cases.

What do you like best about the product?

I use Sprinklr Service for managing customer support and it's a CRM tool that enhances customer insights and assists with trend analysis and development. I appreciate its capability for proactive listening across multiple channels like Twitter, Facebook, Instagram, and LinkedIn. I also like its benchmarking, engagement-to-marketing features, and the competitor analysis feature that helps keep a tab on competitors. Additionally, the setup was very easy and I found the support service to be great.

What do you dislike about the product?

nothing

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

I use Sprinklr Service for managing customer support and enhancing CRM insights. It helps with proactive listening across multiple channels and keeping tabs on competitors with competitor analysis.

What do you like best about the product?

The Sprinklr Service is pretty fast & tries to solve our problems in "our" way.

What do you dislike about the product?

Maybe that the AI feature can not be used perfectly to categorize social media posts into a trustworthy sentiment analysis.

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

The problem of creating specific widgets to report our social media performance.

What do you like best about the product?

Clear Scope of Work Defined example the Costing is for what purpose.
IT related API`s would be exactly for what reason

What do you dislike about the product?

Issues occurred on real time SPOC is not available, however via Service Ticket it gets resolved

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

API integration and Social Platform inclusion seamless process

What do you like best about the product?

From my experience, the most valuable aspect of Sprinklr was its ability to manage social media activity in one place. It made planning, publishing and monitoring content straightforward, and integrated well with our existing systems, making it easy to use day to day. I haven't used the platform for some time since moving into a different role, so I can't comment on its current capabilities, but my experience with the service was positive.

What do you dislike about the product?

No comment at this stage - as I haven't used the service in some time.

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

The biggest benefit of Sprinklr was having everything in one place. Being able to manage social media activity, and publish content from a single platform made the process much more efficient and provided a stronger governance framework. While there were some integrations that were a little clunky at the time, having one central place to manage everything made day-to-day work much more seamless. I haven't used the platform for some time since moving into a different role, so I can't comment on its current capabilities, but my experience with the service overall was positive.

What do you like best about the product?

Insight and helps us with the analytices of the customer care

What do you dislike about the product?

Sometimes the core team of sprinklr doesn't support for the tech issues

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

The performance of the tool was low at the beginning later on it was improved and now it runs smooth

What do you like best about the product?

I like the efficiencies Sprinklr Service creates. I appreciate the after-hours support and how it provides competitor data in a single dashboard. The greater visibility over company and competitor sentiment through social listening is valuable, along with the improved user experience through the live chat function.

What do you dislike about the product?

The UI is a little clunky, especially the internal tab system, which affects usability. Additionally, the constant meetings can be tiresome at times.

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

I use Sprinklr Service for social listening and live chat, which gives greater visibility into company and competitor sentiment. It also increases efficiencies by providing after-hours support and competitor data in one dashboard.

What do you like best about the product?

I really find the Live Chat feature in Sprinklr Service useful. It's quite popular with customers and offers built-in language translations.

What do you dislike about the product?

Honestly, standing up our program in Enterprises has been lackluster and I don't have a favorite at the moment. It's less about the platform and more about the process for standing up our software.

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

Sprinklr Service centralizes CXM and the Live Chat feature is popular with customers, offering built-in language translations.

What do you like best about the product?

AI Agents & Self-Service: Conversational AI bots

What do you dislike about the product?

Nothing that i can think of so far......

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

Reduced churn & improved customer satisfaction

What do you like best about the product?

The customer operations being handled are really good. Everything stays on track, and customer relationships are managed smoothly without any issues.

What do you dislike about the product?

It should include an option for multi-login, which currently isn’t available.

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

It’s helping us manage our customer base, improve customer interactions, and enhance the overall quality of those interactions.