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 :-(

What do you like best about the product?

Very simple, intuitive system. The implementation team is also delivery oriented and flexible enough to drive a custom solution to your organization needs.

What do you dislike about the product?

No downsides to the tool. It's a bit expensive

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

- One stop social CRM solution
- Work flow has become much smoother
- The module has also enabled quick and smooth integration with salesforce

Recommendations to others considering the product:

Excellent enterprise solution

What do you like best about the product?

Sprinklr is easy to use and quite intuitive.
Compatible with various social media networks.
Possible to sort posts and massages by content.

What do you dislike about the product?

There is nothing really to dislike the tool is really flexible and supportive.

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

Tracking posts up to date. Mostly focusing on supporting the customers.
Tracking contents on social media

Recommendations to others considering the product:

As earlier said this tool is flexible and compatible with sm. Easy way to take care of social media

What do you like best about the product?

Easy to toggle between Windows within site. Provided perfect stats. Very dynamic. Multiple tools available on a window to ease the customer service approach.

What do you dislike about the product?

Freezes at times when there is a little load.

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

It's been a one stop shop for all social media related customer services and has been able to keep up with most of loads compared to other tools. UI and UX is really easy smooth. Troubleshoot is just a refresh away

Recommendations to others considering the product:

I have been in customer care for a long time and I have used a lot of platforms but none of them have been easy to approach, use and dynamic. You want to be at the top, use the best.

What do you like best about the product?

the best for sprinklr modern care is that you can save the dashboards and don't have to arrange them each time you log in, it's very customizable

What do you dislike about the product?

at times cases assigned get confusing for new users

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

with sprinklr modern care, we answer customers questions, give answers, can receive pictures direct them and also invite them to fulfill survey.