Sprinklr Unified-CXM Platform

What do you like best about the product?

The UI/UX is very professional. Compared with other social media analytics platform it gives more information. It can be a bit confusing at the beginning, but the data and analysis are more complex and easy to cross data in the long term. Also, it has an editorial calendar, an easy way to publish to multiple accounts and social media networks. It has an AI intelligence that can help you to understand the numbers and give you tips to configure better all of their dashboards. The support can be very helpful in order to set up every aspect that you need to adjust. In my experience, Sprinklr is the only one that reports data on real time, it doesn't really need much time to show results of my posts. I also integrated Sprinklr with Looker Studio, which allows me to show all of my data to other people that cannot access to the platform.

What do you dislike about the product?

It’s an expensive social media platform, and they usually increase the price significantly every year. They also aren’t very clear about what your package includes. We’ve had situations where we thought we upgraded our plan to get certain features, only to be told later that we still need to pay extra for parts of the experience. That might be fault or the support, but I have to make clear that last year they changed the team in charge. Also, you have to pay extra for historical data.

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

We want to have our data in real time and to give access to the platform to multiple users. It allows us to have more control in the governance of our social media.

What do you like best about the product?

I like how Sprinklr Service offers easy access and intuitive dashboards, making it simple to monitor and manage operations in real time. The ability to listen to calls and check chats is a big plus for me, as it provides more independence without waiting for the vendor to share information. It saves me time since I can quickly find any case I need for a deep dive or just simple monitoring, without having to rely on BPOs or vendors. Plus, I appreciate being able to check records and histories whenever needed, which is really helpful for handling any demand or report requirements.

What do you dislike about the product?

The setup for the IVR workflow is quite limited and has something to do with permissions in my region. I think some menus could be simpler. For agents, it sometimes takes a long time or requires the ticketing system to register customers' cases, which can also be time-consuming or show errors.

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

Sprinklr Service helps me monitor conversations, manage sentiment, and solve complaints. It saves time with easy access to real-time dashboards and lets me independently manage calls and chats without relying on a vendor. It's great for e-commerce customer service and tech support.

What do you like best about the product?

The support we’ve received feels personal and tailored specifically to our needs and concerns. I feel like we are getting our money's worth especially with the level of support we have received thus far.

What do you dislike about the product?

There are no downsides from my experiences.

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

Reporting and dashboards have been the main benefit for us so far.

What do you like best about the product?

I've used Sprinklr Service a couple of times, and I appreciate how it helps to consolidate all the different social and agent platforms. It's a really nice consolidated point compared to receiving things through piecemeal or using cheaper platforms we had before. I found it quite nice that it creates an all-in-one triage and managing system for us, helping to identify priority areas and manage KPIs more easily than our previous methods. I love the intuitive platform and the simple GUI it provides for our agents, which makes it easier for them to navigate and definitely speeds up the learning curve. Overall, I've been enjoying the experience so far.

What do you dislike about the product?

To be honest, I think the main issue for us is understanding the real value add to justify the price point. I think that's the point that we're almost there, but I think we haven't been fully sold on the net value beyond just a time agent for us.

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

I find Sprinklr Service helpful in consolidating our platforms, creating an all-in-one triage and managing system. It helps us identify priority areas and track KPIs easier than previous methods. We benefit from its intuitive platform and simple GUI, making navigation easier and speeding up the learning curve for agents.

Recommendations to others considering the product:

Consider evaluating the cost-benefit ratio more thoroughly to ensure the investment aligns with your organizational goals. Explore alternative solutions that might offer similar functionalities at a more competitive price point.

What do you like best about the product?

The most helpful features are how robust it is. How much you are able to integrate within the platform and do in-house.

What do you dislike about the product?

It is not as user-friendly as other platforms. The UI/UX could be redesigned I think.

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

The ability to manage multiple social accounts with one platform is the biggest benefit. Being able to receive and respond to all messages as well as schedule posts is the best benefit.

What do you like best about the product?

I use Sprinklr Service for our brand advertising and find that it helps people know everything about our brand. I like that all services are best with Sprinklr Service. I find it very well working, especially enjoying the post scheduling feature. The post schedule is the best option because I can update the schedule when I'm free, ensuring posts go viral at the right time. The initial setup was also very easy for us to handle.

What do you dislike about the product?

Still ok

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

I use Sprinklr Service for brand advertising, making people know everything about our brand. The post scheduling feature is especially valuable, allowing me to update schedules when I'm free, ensuring timely and viral posts.

What do you like best about the product?

I like that Sprinklr Service allows our agents to use one platform for communicating with customers by consolidating all channels in one place. It enables us to integrate different contact channels and route them to Sprinklr as a single platform, which is better than toggling through different tools.

What do you dislike about the product?

The platform itself is quite complex to use and configure, which means we are reliant on managed services. The customer profile is also not unified, meaning we don't get a single view of the customer contact history. The price is very expensive. Additionally, the initial setup was not easy.

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

Sprinklr Service enables our agents to use one platform for customer communication, integrating different contact channels to avoid toggling between tools.

What do you like best about the product?

I like that Sprinklr Service is very customer-oriented, making it easy to actually create custom workflows, which is a big customization feature for us. I appreciate the integration capabilities, as Sprinklr was brought in as a CRM solution largely because it allows easier integration with other platforms. I also value the knowledge base, which lets us create materials and templates effectively and features content blocks that make updates seamless. The dashboards for customer sentiment, contacts per order, and per item are very useful.

What do you dislike about the product?

During the initial setup of Sprinklr Service, I found it kind of easy, but over the long term, I encountered a lot of issues due to how highly customized our setup was, often Sprinklr updates are not applicable to us out of the box, reporting faced a lot of delays because of the rationale of metrics not being aligned. Also the Knoweldge base I appreciate was originaly created to be FAQ's for external users on websites and not internal as we desired.

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

Sprinklr Service helps us integrate with other platforms, manage customer support volumes, gain insights on customer sentiments, and create custom workflows. It streamlined our operations after switching from Freshdesk, with an initially smooth setup despite long-term issues.

What do you like best about the product?

We absolutely love how there is a CONTENT library for quick posts! We can either use our desk top computers in the office or our own handheld phones with ease of posting either way!

What do you dislike about the product?

I have used REPUATION and another smaller web posting service that didn't have the same kind of abilities. There isn't a lot that I dislike about Sprinklr.

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

We did have a bit of an issue that was sorted out quickly with our SM marketing department with our hospitals not being able to be put onto the posts... It was resolved quickly.

What do you like best about the product?

The platform has countless possibilities. It lets you set up customer service operations in a gradual, yet still omnichannel, way.

It works well for both the customer and agent experience, since contacts from multiple channels are handled in one place. Sprinklr has a lot of integrations to choose from, which helps with the constant need to expand support coverage.

The UI is highly customizable, which is great for agents. Sprinklr also offers many AI capabilities, including chatbot, voice bot, and AI agent modules. These modules are still being developed, with new features added in every release.

What do you dislike about the product?

When I add customer settings or rules, it takes quite a few rounds of testing to make sure the new add-on doesn’t break the existing setup. Also, when working on SOWs with the Sprinklr team, I’m missing QA from the Sprinklr side.

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

My main problem was managing multiple communication channels, and Sprinklr brings them all together in one place. Another challenge was the high volume of requests; with Sprinklr tools like the AI agent, dynamic contact form, and auto-replies, we’re saving a lot of man-hours for our agents and handling inquiries more efficiently.