What do you like best about the product?

Sprinklr has a simple interface! Love it! The flow is linear and easy to process. The analytics give us an amazing amount of insight into our productivity and areas of growth. We have the ability to customize features that align with our business needs. There are unique dashboards for every level of user within our organization. Dark mode is a nice touch. I also enjoy the many layers of functionality at my fingertips. There is no need to move through various menus to complete simple tasks.

What do you dislike about the product?

There are odd periods of unexplained lag. At times, the technology appears to have more to "learn" in terms of filtering. There should be an option to tag bots / spam so that the system learns more quickly. Even if the messages / conversations are not quickly removed, the tag feature should still be available. As the system interface progresses, there is not a readily available dedicated area of training material. There is also quite a bit of configuration required to fine tune the program to an organizations needs. The vastness of the platform can be lost if not assigned a constant training contact. I do wish there were more color options. The customizable tech is nice, but interface appearance updates should be an option. Additionally, things like text size and layout updates should be front and center. There should also be a "search" feature within the conversation thread. There should be a call out section for photos / videos uploaded to the conversation. There is plenty of space on the side panels where this feature can be added. The ability to quickly filter through photos

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

Sprinklr Modern Care allows us to seamlessly review all social channels in real time. There are also a ton of analytics to help understand our team's performance. The interface is simple to understand. There are also customizable features to guarantee that we focus on the correct elements of providing customer support. Sprinklr is a living tool. The platform is integral to our culture of responsiveness, reliability, and engagement. Out customers sincerely appreciate how quickly we can reply to their inquiries. This is a function on Sprinklr. We are empowered with the tools to stay engaged and relevant to each digital space we occupy. The asset catalog is an amazing feature!

Recommendations to others considering the product:

I recommend taking a day or so to "play" with Sprinklr. Make mistakes, upload photos / videos / and links. Try out the features and figure out what you need to be good vs what you can grow into using to become "great". Also find the features that you feel you have no use for. Learn about what you "dont know". Ask tons of questions early on.

What do you like best about the product?

I like the practicality of the tool and how intuitive and easy to handle.

What do you dislike about the product?

Sometimes it takes a while to process interactions.

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

Through Sprinklr I can unify the use of all social networks I use for work and facilitate agile interaction with customers.

Recommendations to others considering the product:

It is a great tool for using social media and customer service.

What do you like best about the product?

Easy access to guests profiles and emails

What do you dislike about the product?

How some cases/emails disassociate and I have to search for them.

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

None and lots

Recommendations to others considering the product:

Definitely recommend giving Sprinkle a try!

What do you like best about the product?

I enjoy that Sprinklr is a one-stop shop. You can do everything from one single page/tab. Easy to interact with the consumer, and resolve their issues. You can create notes amongst other team members for the next person who will be handling the case. The "awaiting response" macro allows the message to come back to you as soon as the consumer responds.

What do you dislike about the product?

The only downside about Sprinklr is the lag time in between responses or the time it takes to close out a message. Sometimes it may take up too a few minutes just for a message to completely close out from the screen before the timer stops counting the time.

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

You can keep the consumers information all in one place without having to move throughout the platform. All the messages and the chat are just one click away, and you can easily go back to it just by putting the case information in the search bar or small keywords.

Recommendations to others considering the product:

Out of all the social media platforms I have used to engage with consumers (4 total) this has been the most user friendly, and best for consumer interactions. I definitely would recommend this out of any other, the NEW dark mode is an added plus for me!

What do you like best about the product?

I am appreciative of the Supervisor Console. I get to review agent activity as needed, which helps keep their work accounted and holds integrity. I also like that we can customize our statuses to more than just "available" and "unavailable". We were able to add more, such as "Lunch", "Meeting" and "Busy". It has a better representation of what the agent work. I like that we can build custom metrics and have the capability to build our own rules, testing it out before enabling it.

What do you dislike about the product?

I do not like that there is no activity trail (case/message level) when creating a reminder. My team has run into issues with reminders (stating they set a reminder but after the "reminder" time, going back and seeing that a reminder was not set. Then having to talk to Support to confirm.) It'd be easier to just be able to see it.

In the survey, if we combine the NPS and CSAT questions, the CSAT does not auto generate the average. I have to do that manually.

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

Creating skill-based queues to assign cases to the agents based on their skill levels vs. a round robin and a case having multiple case assignments.

Recommendations to others considering the product:

Dive in and learn the navigation, resources and tools. It can be a complex tool but once you know how to drive it, it's unique and helpful. There are many ways to get to 1 place so take initiative to play around and explore. It's how you will really learn and enjoy the services.

What do you like best about the product?

Regular Office Hours and trainings to get teams up to speed on Sprinklr features. I also like the ease of use of the tool and the ability to receive prompt customer service that I can depend on when I am having an issue that need direct attention.

What do you dislike about the product?

I haven't used the mobile version lately, but in the past I had issues seeing all of the dashboards that I needed to have access to.

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

We solve problems by using the tool to record issues that need troubleshooting, communicating with team members regarding questions about reporting, content, audience questions and engagement and more.

Recommendations to others considering the product:

More updates regarding changes with social media platforms and any other trending news that is appropriate and of interest to social media marketers and digital marketing managers. It's nice to know about new innovations across the industry. Perhaps include in the newsletter.

What do you like best about the product?

ITS a friendly tool, you can display conversations with bots in semi real time, and all agent cases in a single dashboard

What do you dislike about the product?

Sometimes hints are hidden but you can learn More by the sprinklr university

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

Teleco issues , costs benefits

Recommendations to others considering the product:

Yes

What do you like best about the product?

It is customizable, visually appealing, and helps with organization. We can have all of our social media content (both customer service as well as marketing) all in one place, making communication between the two teams easier than ever.

Sprinklr also regularly rolls out updates, which add additional functionality, visual upgrades, and tools to make our workflow even more efficient.

What do you dislike about the product?

Depending on the issue, Support can sometime take a while to resolve it. That can be tedious if the error/issue is time-based, or if it doesn't always happen.

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

We're able to manage and consolidate all inbound messages to a single tool, rather than having to use multiple tools. Because Sprinklr is so customizable, we're able to continuously refine and create new processes for maximum efficiency and timely service.

What do you like best about the product?

The display is very easy to understand and utilize. I like the functionality that allows you to change the light mode, which is very helpful to keep you eyes comfortable. Also, the recent changes to show the users messages in a white box makes the conversation run smoothly as all messages are divided accordingly. The use of emojis is very important for me, particularly. The ability to use different tools as translation and hiding posts are really useful. Lastly, I appreciate the smoothness of logging in, this process is easy and pretty quick.Customer Service issues. Among the benefits found is that it shows a historical timeline of messages exchanged with the userIt keeps counting the unavailable time even if logged out, this doesn't look pretty when logging back in.

What do you dislike about the product?

It keeps counting the unavailable time even if logged out, this doesn't look pretty when logging back in. SometimesIt keeps counting the unavailable time even if logged out, this doesn't look pretty when logging back in. The way the messages are organized on the respective inboxes makes it harder to separate the issues as sometimes it looks like the messages are part of one another. It would be ideal to design something that could make clear that those are two separate messages and not related at all. Lastly, the inability to change to other "modes" or different colors. It would be agreeable to be able to personalize the shades of the site as this is perhaps one of the most used tools part of our day to day tasks.

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

Customer Service issues. Among the benefits found is that it shows a historical timeline of messages exchanged with the userIt keeps counting the unavailable time even if logged out, this doesn't look pretty when logging back in.

What do you like best about the product?

I love that it takes care of the job, and seems to hold down the fort well when the volume is huge. It also seem to have reliable, trust worthy data information. It also seems to be a great deal of personalisation when creating queues, creating rules for each queue for special needs, so thumbs up there!

What do you dislike about the product?

Sprinklr seems archaic looking, we have to click a lot to find our way, not to mention that I get lost most of the times, especially when I'm searching stuff (previous cases, last interacted agents, etc)

SEARCHING
Searching has to improve - It should be easier to find:
Queues
Initiatives
Cases
Old cases, old conversations

HIDING
Hiding simultaneous spam posts is confusing under a case. It's so easy to lose track of what's been hidden already. Revising hidden stuff is also a pain.

DISMISSING
If we're bulk dismissing stuff, this could can be a shot in the dark as we do not see the entire convo and it could be important. It happened to me I dismissed it and it was an actual enquiry. Example: http://prntscr.com/mf9egk. The queues should have a better visual of the entire post, so that we won't close/dismiss important stuff

LIKING
Liking a post is too "clicky" and impractical :-( Having an option to do a "bulk"or "mass" like would be amazing, when we're short on time but having to handle huge marketing campaigns!

It's not easy to see if a post has been liked by another agent, you have to enter the option to like it to the realize it had already been liked. This is specifically horrible.

Like & archive buttons are too close, I often click on archive accidentally

Like & hide buttons are too close! It's so easy to mistake them and can be dangerous, depending on the situation. For example we want to hide and we like something controversial.

Everthing feels disconnected in Sprinklr. Getting the gist of a comment and understand the context should be an immediate thing. We have to move the cursor across the screen, click twice & scroll down to see the campaign it was posted at. Not ideal.
If you bulk dismiss a list of items and when the list is dismissed, the cursor doesn't go to the top of the list. It stays at the bottom, which means unnecessary scrolling up. Sometimes we're far away at the bottom of a list and it's time consuming.

When revising closed posts, it's a strain to scroll down the screen. While you're going thru 1/2 days old posts, it just takes too long and Sprinklr freezes sometimes. Not productive at all.

It's tough to know in a glimpse where the user is posting repetitive comments. It should be straight forward to which campaign the post is about. We've to go natively which is faster than following the conversation history in Sprinklr. This is time consuming.

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

solving customer support issues & handing engagement mostly

Recommendations to others considering the product:

Stay focused, well fed & relaxed. Most importantly check your eyes out from time to time because navigating Sprinklr could fry them out as it Sprinklr has an old look & feel to it and feels clumsy to use :-(