Sprinklr Unified-CXM Platform
SprinklrReviews from AWS customer
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Streamlined Customer Care Platform helped to reduce SLAs
What do you like best about the product?
Love that the rule engine auto-classifies inbound messages to help with prioritisation. Useful that the customer care platform is in a single tool with other marketing modules - this means you can combine data sources into powerful dashboards.
What do you dislike about the product?
The set up is complex and requires dedicated resource. That said, it comes with powerful features, so is somewhat needed to get the full value from the platform. I believe this is best suited for enterprise clients vs small businesses.
What problems is the product solving and how is that benefiting you?
Solving customer queries and issues with efficiency and quality. The platform has sped up response times considerably.
Recommendations to others considering the product:
Make sure everything you want/ discussed is in the SOW. I'd also recommend managed services if you use multiple modules.
Happy with it, but it is lacking on reporting and recents updates, such linkedin stories or IG DMs
What do you like best about the product?
The option of having everything in one place, reporting, engaging, publishing etc.
What do you dislike about the product?
It doest update the new social media tools on time, for example Linkedin stories, IG DMs
What problems is the product solving and how is that benefiting you?
havent used it yet. But the opportunity for supporting future issues is useful
Good social media tool
What do you like best about the product?
The ability to effectively respond to social media messages and The ability to adjust workspaces, control every channel from one place. Super useful for analysing metrics in all the channels you work on, from the two sides publisher and ccm agent. It is easy to create reporting dashboard the way you need it, represent it using colorful and straightforward visuals.
What do you dislike about the product?
it's not possible to integrate some channels. At the moment we don't have some channels integrated and so have to work with them manually and this is time consuming and not convenient. Sometimes the setup of channels takes a lot of time and you have to go back and forth with support to solve all the problems.
What problems is the product solving and how is that benefiting you?
the reporting system is clear and straightforward. It's easy to produce reports on social media performance every month. The dashboards are adjustable to your needs, useful and easy to understand even if you are not a social media expert.
Recommendations to others considering the product:
You should definitely consider Sprinklr Modern Care for managing your social media channels. Its easy to use for all publishing, engaging and analytics purposes. The dashboards can be adjusted to your needs. The reporting visuals are very clear and easy to use and can be filtered however you need even if you are not a social media professional. Listening tool is also very useful as it helps to pickup from the internet and analyse and participate in the conversations you need using settled keywords.
Easy to use and you can create your own reports
What do you like best about the product?
Creating my own reports so I can find all the information I need. Also by saving them I have easy access to it.
What do you dislike about the product?
Sometimes I can't export the reports that I have.
What problems is the product solving and how is that benefiting you?
Having a clear overview where I can see what exactly happenend the previous day
User friendly
What do you like best about the product?
All the possibilities I have using modern care, user friendly and gives me a great overview of my business.
What do you dislike about the product?
I can't think of anything that I dislike.
What problems is the product solving and how is that benefiting you?
As an admin for my company, I can use modern Care together with my agents to solve our social media cases
Recommendations to others considering the product:
If you are looking for a complete social media experience for your company I would recommend Sprinklr.
Sprinklr review
What do you like best about the product?
Easy and fast engagement with the clients.
What do you dislike about the product?
Redundant options for some macros, subscribe option not always working.
What problems is the product solving and how is that benefiting you?
Customer service issues.
Great experience
What do you like best about the product?
The reporting is absolutely fascinating. there are a lot of metrics or even custom metrics that you can use in order to retrieve all sort of indicators for tou teams work.
What do you dislike about the product?
Without a proper training it can put some difficulties. We are currently trying to identify some emails from our customers, but sprinklr wouldn't recognise them.
What problems is the product solving and how is that benefiting you?
We are managing the customer service for a big company and we switched to sprinklr from an old platform. It solved enormous reliability problems, it improved our response time and agents are happier cause it is much user friendly.
Recommendations to others considering the product:
You should make sure you have a direct contact to the sprinklr support team in order to make things go smoother. :)
Call center supervisor
What do you like best about the product?
Simplicity and easy to use. It's very easy to scroll through it.
From a monitoring perspective, it's easy to monitor who's working on cases and how much time an agent took to solve a certain case.
Reporting wise, I find very valuable and straight to the point. Data sharing on Sprinklr is very easy too.
Design-wise, all the colors and widget colors make it easy to differentiate between numbers and values for reporting purposes which makes it very helpful.
From a monitoring perspective, it's easy to monitor who's working on cases and how much time an agent took to solve a certain case.
Reporting wise, I find very valuable and straight to the point. Data sharing on Sprinklr is very easy too.
Design-wise, all the colors and widget colors make it easy to differentiate between numbers and values for reporting purposes which makes it very helpful.
What do you dislike about the product?
Data is not always very accurate and the widgets needs improving.
Sometimes it lags a lot and freezes which needs improving.
One thing I dislike, is not being to directly export data from the reporting page to an excel or PDF file which makes it very hard to finish reports without copying and pasting the data. It takes ages to copy the data and paste it and turn the pasted data into widgets, while being able to extract the data directly as it is would be very much helkpful and easier to use,
Sometimes it lags a lot and freezes which needs improving.
One thing I dislike, is not being to directly export data from the reporting page to an excel or PDF file which makes it very hard to finish reports without copying and pasting the data. It takes ages to copy the data and paste it and turn the pasted data into widgets, while being able to extract the data directly as it is would be very much helkpful and easier to use,
What problems is the product solving and how is that benefiting you?
Social media accounts, replying to customers, supporting customers on facebook, twitter and live chat.
The benefits are that it's fast to use, the notifications are a plus too.
I suggest that there should be an option to directly extract the data form the widgets for reporting purposes, It'll make the reporting experience much more flawless and easier.
The benefits are that it's fast to use, the notifications are a plus too.
I suggest that there should be an option to directly extract the data form the widgets for reporting purposes, It'll make the reporting experience much more flawless and easier.
A sea of information... Vast analytics tool
What do you like best about the product?
It's data listening capacity and simple yet extremely powerful API
What do you dislike about the product?
Sometime two many options which create confusion
What problems is the product solving and how is that benefiting you?
It's helped in reducing the seat count from 150 to 65...lot of automation opportunities
Recommendations to others considering the product:
A few enhancement requests r already shared with the account manager... Like need to have Apple ITunes as Social channel in Sprinklr... Process to get a notification if Google play store reviews are edited.
Great tool if you have the resources to manage it
What do you like best about the product?
The hability to have all the required channels, bots and insight tools in the same place is unmatched. Also the personalization capanilities are great.
What do you dislike about the product?
It needs a lot of configurations and presets to start working. Sprinklr will help all tha way but it's not plug and play at all.
What problems is the product solving and how is that benefiting you?
We are achieving a close to omnichannel experience far all our customers when they reach us on any digital channel. Having all involved teams in the same tool is very good.
Recommendations to others considering the product:
Be always as close as you can to Sprinklr directly, learning all you can on it so you can administrate and take advantage of all it's cappabilities.
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