Sprinklr Unified-CXM Platform
SprinklrReviews from AWS customer
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Long time partnership (5 years+)
What do you like best about the product?
Available, knowledgeable and super responsive teams
What do you dislike about the product?
- Incident flow relies too much on macros : you give all the info in initial message, but you'll need to share the same information
- Scopes are a bit restrictive
- Scopes are a bit restrictive
What problems is the product solving and how is that benefiting you?
Covering all types of engagements
Troubleshooting inherent issues with human agents (quality of service)
Troubleshooting inherent issues with human agents (quality of service)
Good tool to manage social posts
What do you like best about the product?
Easy to use, multiple step approval, can save and clone posts easily, centralised dashboard
What do you dislike about the product?
The interface is a bit intimidating at first
What problems is the product solving and how is that benefiting you?
Help me to organise social posts
I think it's great
What do you like best about the product?
The easy overview from you
I always work with the
I always work with the
What do you dislike about the product?
I don't like the design, so can you make it a bit nicer?
What problems is the product solving and how is that benefiting you?
The work uses it, so I work.
Streamlined Customer Communication with Room for Improvement
What do you like best about the product?
Sprinklr Service is incredibly efficient when it comes to organizing and managing interactions across platforms. We especially appreciate how it consolidates messages, comments, and mentions from different social media channels into one intuitive interface. This makes our team’s response time faster and keeps us aligned across departments. The layout is user-friendly, and the tagging and filtering system helps prioritize what matters most.
What do you dislike about the product?
The automatic translation feature could use a serious upgrade—it often delivers clunky or inaccurate translations, which slows down our workflow and sometimes requires manual correction. In a multilingual market like ours, that’s a real drawback. We’d also love to see improved customization for response templates and slightly more flexibility in the user interface for teams with complex workflows.
What problems is the product solving and how is that benefiting you?
Sprinklr Service solves the operational headache of managing customer interactions across multiple Facebook Pages, all while maintaining a unified brand voice. Even though we handle several Pages, the tone of voice and communication style needs to stay consistent — and Sprinklr makes that not only possible, but seamless.
It centralizes all messages and comments in one place, which helps us respond quickly and accurately without logging into each Page separately. We can easily assign conversations, track what’s been answered, and ensure that every reply feels cohesive, timely, and on-brand. The result? Better workflow, faster response times, and a consistent experience for users — no matter which Page they contact.
It centralizes all messages and comments in one place, which helps us respond quickly and accurately without logging into each Page separately. We can easily assign conversations, track what’s been answered, and ensure that every reply feels cohesive, timely, and on-brand. The result? Better workflow, faster response times, and a consistent experience for users — no matter which Page they contact.
Sprinklr is comprehensive, strong platform coverage, real-time tracking, and customizable dashboards
What do you like best about the product?
What I like best about Sprinklr is its customizable dashboards and intuitive listening interface, which allow for easy tracking of brand mentions, sentiment, and trends across platforms. The flexibility to tailor views by metric, keyword, or channel makes it easy to focus on essentials, whether you're tracking a campaign, tracking issues, or analyzing audience sentiment
What do you dislike about the product?
One key drawback of Sprinklr Service is the API restrictions on data fetching, which can limit the depth or volume of historical data accessible, especially across certain social platforms. Additionally, the same query may yield different results at different times, as platform APIs refresh or update their data pools, leading to inconsistencies in trend analysis or tracking. This makes it challenging to ensure data stability and repeatability over time, particularly for long-term studies or post-campaign evaluations
What problems is the product solving and how is that benefiting you?
Sprinklr is helping us analyze audience engagement across shows, characters, and related products by consolidating conversations from multiple platforms into one unified dashboard. It provides real-time sentiment analysis, allowing us to track how viewers feel about specific storylines, cast members, or episodes as they air. Additionally, the platform offers valuable user insights — such as demographics, trending topics, and influencer mentions — which help guide content strategy, marketing decisions, and talent positioning. With Sprinklr, we’re able to react quickly to audience feedback, identify emerging trends, and make data-driven decisions that enhance overall viewer experience and brand performance
Very reliable tool that suffers from API changes
What do you like best about the product?
Ease of building reporting dashboards. Editorial calendar gives a very useful bird view review.
What do you dislike about the product?
API limitations by platforms, especially with Threads, and TikTok.
What problems is the product solving and how is that benefiting you?
We don't share our accounts passwords anymore which is very important for our security. We can trace who did what so we can reward and hold people accountable for their actions.
Convenient for Customer Service
What do you like best about the product?
End to end customer service management, and reporting capabilities. Easy to use and navigate
What do you dislike about the product?
Sometimes the translation feature and sentiment feature is not accurate
What problems is the product solving and how is that benefiting you?
Sprinklr solves the challenge of managing customer interactions across multiple digital channels by unifying them into a single platform. For teams like ours in social media community management, this means streamlined workflows, faster response times, and better visibility into customer sentiment.
Its AI-powered features automate tasks like tagging, spam detection, and sentiment analysis, reducing manual effort and allowing us to focus on meaningful engagement. Sprinklr also supports content creation with AI-generated posts and translations, helping teams scale campaigns efficiently.
The platform enhances performance tracking through dashboards that highlight metrics like Time on Task (TAT), enabling data-driven decisions to improve service quality. It’s also highly customizable, making it suitable for global teams managing diverse brands and regions.
While setup can be complex and AI may occasionally misclassify nuanced content, the overall benefits—efficiency, consistency, and scalability—make Sprinklr a valuable tool for delivering exceptional digital customer experiences.
Its AI-powered features automate tasks like tagging, spam detection, and sentiment analysis, reducing manual effort and allowing us to focus on meaningful engagement. Sprinklr also supports content creation with AI-generated posts and translations, helping teams scale campaigns efficiently.
The platform enhances performance tracking through dashboards that highlight metrics like Time on Task (TAT), enabling data-driven decisions to improve service quality. It’s also highly customizable, making it suitable for global teams managing diverse brands and regions.
While setup can be complex and AI may occasionally misclassify nuanced content, the overall benefits—efficiency, consistency, and scalability—make Sprinklr a valuable tool for delivering exceptional digital customer experiences.
Versatile Platform with Customizable Capabilities
What do you like best about the product?
I love that Sprinklr Service consolidates everything onto one platform, allowing us to do much more than just community management. It's been fantastic to personalize it according to our needs with adhoc categories for products, customer journeys, locations, and more. Additionally, I find the Listening Sources and Supervisor Console to be very useful.
What do you dislike about the product?
Well, it can be hard to understand if you're not familiar with the platform
What problems is the product solving and how is that benefiting you?
I like having everything in one platform and personalizing it to our needs with custom categories. I appreciate that I can do more than community management in one place.
Seamless Conversations
What do you like best about the product?
Seamless integration across various platforms, quick task routing, and the option to add tags and case notes make it really helpful.
What do you dislike about the product?
Steep learning curve and management of dashboards.
What problems is the product solving and how is that benefiting you?
A single platform to manage all conversations across various platforms to provide near real time support.
Reliable case assignment but very clunky and archial user interface.
What do you like best about the product?
Quick and dependable social media case assignments.
What do you dislike about the product?
Very primitive and chaotic user interface. Memory leak issues over an extended period of time. Slightly unreliable compatibility with Grammarly.
Agent self reporting dashboard gives bogus numbers. No way to check previously engaged cases for the agent (only accessible to managers).
It's a very uphill battle to get sprinklr engineering to fix bugs. They account bugs as feature requests and assign limited working hours to fix them. Even then a lot of them crop up after a while.
Very aphasard implementation of feature requests in some cases (for example, Adobe community direct message feature is completely useless and ruins the user experience and productivity).
Agent self reporting dashboard gives bogus numbers. No way to check previously engaged cases for the agent (only accessible to managers).
It's a very uphill battle to get sprinklr engineering to fix bugs. They account bugs as feature requests and assign limited working hours to fix them. Even then a lot of them crop up after a while.
Very aphasard implementation of feature requests in some cases (for example, Adobe community direct message feature is completely useless and ruins the user experience and productivity).
What problems is the product solving and how is that benefiting you?
Cosolidates all social media platforms. Usability of macros makes it easy to categorise cases.
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