Sprinklr Unified-CXM Platform

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.

What do you like best about the product?

I appreciate Sprinklr Service for allowing me to schedule my posts across multiple platforms simultaneously and within the same field. As a social media manager, anything that helps make managing interactions and content scheduling easier and faster is very great.

What do you dislike about the product?

The mobile app could definitely use some improvement. I've had a lot of glitches with the Android version not always doing what it should. And sometimes the filters are not exactly intuitive, and it takes knowing what you're looking for to find it. I used some of the reporting, but, honestly, since it's all custom it's very glitchy. The initial setup was not easy. It was all custom built, so it took a long time.

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

I use Sprinklr Service for managing customer interactions and handling support tickets across social media channels. It helps me schedule posts across multiple platforms simultaneously, making my job as a social media manager easier and faster.

What do you like best about the product?

I love the accuracy and variety of monitoring and tracking information in Sprinklr Service. Monitoring the types of interactions with beneficiaries is considered a powerful feature that contributes to decision-making and improvement.

What do you dislike about the product?

I find that exporting the agent's data is difficult, and I find the initial setup was not easy and can be considered tedious for me.

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

I find that Sprinklr Service provides continuous technical support and alerts me to potential downtime before it occurs. It also helps me monitor interactions to make decisions and improvements.

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