Sprinklr Unified-CXM Platform
SprinklrReviews from AWS customer
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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.
Sprinklr is simply amazing!
What do you like best about the product?
The new Agent Console has made it perfect for responding to our customers at Samsung. It now allows us to case manage the customers we've previously interacted with and makes it easier than ever to resolve queries in a timely manner.
Another thing that is amazing is now you can keep an eye on your lunches and breaks, to help you track your schdule and adhere to it.
Lastly, the support is simply brilliant by the Sprinklr Team. When you raise a ticket for them to investigate any issues, they're always on-hand to sort it out ASAP. Whether this is a simple fix by offering their expertise or to jump on a conference call and screen share to really get a good understanding of what issues you're facing. These turnarounds are extremely quick.
Another thing that is amazing is now you can keep an eye on your lunches and breaks, to help you track your schdule and adhere to it.
Lastly, the support is simply brilliant by the Sprinklr Team. When you raise a ticket for them to investigate any issues, they're always on-hand to sort it out ASAP. Whether this is a simple fix by offering their expertise or to jump on a conference call and screen share to really get a good understanding of what issues you're facing. These turnarounds are extremely quick.
What do you dislike about the product?
There have been some system issues; however, this is to be expected considering the new update they've made to help with our expectations. There is no dislikes that spring to mind right now.
What problems is the product solving and how is that benefiting you?
1. Sprinklr allows you to keep out communications under one roof, which makes it easier for us to monitor but also allows previous contact methods.
2. Sprinklr has incorporated a Samsung system into theirs, so that customer information is link making it a better customer journey
2. Sprinklr has incorporated a Samsung system into theirs, so that customer information is link making it a better customer journey
Recommendations to others considering the product:
If you're looking for a telecommunications system that allows you to get amazing insight into the messages your company receives on a daily bases via social media or Live Chat, you should really look at Sprinklr
Very efficient, and quickly for response.
What do you like best about the product?
Its easy to see and overview per day, week, month how many interaction my page have during this periods of time.
Also the easy response for catorizing comments or inbox and knowing which products my customers are interested in.
Also the easy response for catorizing comments or inbox and knowing which products my customers are interested in.
What do you dislike about the product?
Too many buttons to categorized an answer
What problems is the product solving and how is that benefiting you?
The actualization and new tools.
Recommendations to others considering the product:
Have an easy solution
Overall fluid & sound system, with some updates needed.
What do you like best about the product?
Straightforward system. Let's me do my job in a quick & easy way.
What do you dislike about the product?
Wish there was more separation & categorisation for private messages vs public comments.
What problems is the product solving and how is that benefiting you?
Replying to customers within a good timeframe & SLA.
Recommendations to others considering the product:
It's a great system that lets you do what you need to do. You may need some updates depending on the market you work on, but they are able to take on your feedback & make changes, where possible.
A smart tool that tends to be complex
What do you like best about the product?
I like that you can customize the tool however you need to best suit your needs.
What do you dislike about the product?
The tool tends to be overly complex and has a lot of rules. The rules make it difficult for the client to customize themselves. Changing rules can also break others at times too.
What problems is the product solving and how is that benefiting you?
The quick search insights tool helps with searching trends quickly rather than pulling data for each individual case
Very Comprehensive Customer Care Platform
What do you like best about the product?
Having all tools accessible in one location without needing to switch between different platforms or other avenues.
What do you dislike about the product?
It can be a bit clunky and hard to navigate for new users. There is definitely a learning curve behind terminology and where things are located. Ultimately, there could be improvement on their user help guides and knowledge center
What problems is the product solving and how is that benefiting you?
Helping highlight and pinpoint customer pain points more efficiently and effectively.
My Perspective as a BPO user
What do you like best about the product?
The interface for care agents is pretty straight forward and easy to use. The system is also highly customizable which allows you to track nearly anything you can imagine.
What do you dislike about the product?
Dealing with reporting from the tool is a constant headache: not being able to get the level of detail we need always leads to a Sprinklr support ticket and a workaround that makes the system more complex.
While I do appreciate the ease of use, managing cases and message is a crap shoot: Sprinklr implementation team has missed the mark on the two deployments I've been involved in: messages disappear into the ether only to be stumbled upon later. Quite frankly: they don't know how to manage cases often creating queues that coincide with case statuses which creates more complex business rules.
While I do appreciate the ease of use, managing cases and message is a crap shoot: Sprinklr implementation team has missed the mark on the two deployments I've been involved in: messages disappear into the ether only to be stumbled upon later. Quite frankly: they don't know how to manage cases often creating queues that coincide with case statuses which creates more complex business rules.
What problems is the product solving and how is that benefiting you?
Both brands I support leverage Sprinklr for social customer care. One has always been on Sprinklr while the other has jumped between platforms over the past few years. Both brands also use it for marketing which is considered highly useful, though I don't have any experience with that module myself.
very easy to use and to get used to
What do you like best about the product?
the ergononic of the website, and how every channel are coming in the same feed
What do you dislike about the product?
the fact that we can't reply after certain time to hold message and that we can't delete or correct posts.
What problems is the product solving and how is that benefiting you?
customers inquiries via social media instead of phone. Customers love it
Recommendations to others considering the product:
it is a efficient way to deal with social media and customer
Intuitive tool
What do you like best about the product?
The tool is intuitive and easy to learn, it also provides a lot of valuable insights we can bring back to the business. I primarily use the Sprinklr Listening Tool & within it I like the word cloud insights, advocates, detractors etc. surrounding certain listening topics. We also primarily use the Engagement dashboards which helps with social community management, customer engagement and customer care.
What do you dislike about the product?
The sentiment tag. While useful, some of the content is tagged wrongly by the system as neutral or negative when it might be otherwise.
What problems is the product solving and how is that benefiting you?
Social Listening, this has helped inform content we can add to our editorial calendars or even paid social campaigns.
Recommendations to others considering the product:
Great for bringing valuable marketing insights to your business especially the Listening tool.
My experience
What do you like best about the product?
How interactive it is in real time, and the accessability
What do you dislike about the product?
that it does not filter the add or reciepe likes from the actual concerns
What problems is the product solving and how is that benefiting you?
I am able to bulk close alot of comments with the algoritym
Recommendations to others considering the product:
better filters
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