Sprinklr Modern Engagement Reviews & Product Details


What is Sprinklr Modern Engagement?

Sprinklr is the first unified customer experience management platform for the enterprise. We help the world’s largest brands reach, engage, and listen to their customers on Facebook, Twitter, and 23+ other social channels for the purposes of marketing, advertising, research, care, and commerce. Sprinklr does all of that on one unified platform, which integrates with legacy systems and allows siloed teams to collaborate to deliver a seamless experience to every one of their customers across any channel — at scale. Headquartered in New York City with 1,400 employees in 19 offices, Sprinklr works with 1,200+ global companies including Nike, McDonald’s, Microsoft, P&G, Samsung, more than 50% of the Fortune 50, and nine out of ten of the world’s most valuable brands. Its partners include SAP, IBM, Microsoft, and many others across the CXM ecosystem. For more information, visit sprinklr.com, chat with us at @sprinklr, or email info@sprinklr.com.

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Sprinklr Modern Engagement Profile Details

Sprinklr Modern Engagement Profile Details

Vendor
Sprinklr
Company Website
Year Founded
2009
HQ Location
New York, NY
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
1,699
Twitter
@sprinklr
Twitter Followers
35,785
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Companies Using Sprinklr Modern Engagement

Cisco
Microsoft
Hewlett-Packard
AT&T
PayPal
Nike
EMC
SAP
Yahoo!
Wells Fargo
Apple
Intel

Sprinklr Modern Engagement Reviews

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Sprinklr Modern Engagement Reviews

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1-25 of 203 total Sprinklr Modern Engagement reviews
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Enterprise
(10,001+ employees)
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Verified Current User
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"It's a good customer support tool."

What do you like best?

I think it is a well-organized tool.

It is very suitable for customer support.

And It is good to be able to provide customer support in real time.

In addition, the ability to post ads for company products is also an advantage.

Customer support results can be analyzed and satisfaction surveys can be conducted.

Regardless of company network, it can be used easily from outside.

It can also be used as a smartphone.

A computer account can be linked to a smartphone account.

You can review the content you have provided.

I used a few tools to assist customers, but I think sprinklers are the best for customer support.

What do you dislike?

Sometimes it hangs and an error occurs.

In addition, in the case of facebook or twiter, it is impossible to delete the contents.

Reporting on support results in real time is difficult.

In many cases, the sprinkler does not come in.

There are times when the case is not well distributed.

An error may occur during the creation of the support content, which may require rewriting.

Sometimes I log in but the status changes automatically.

Recommendations to others considering the product:

I recommend you.

It is relatively easy to use.

What problems are you solving with the product? What benefits have you realized?

We are supporting the problem with the Dell computer.

We will advertise for Dell model, and upload image that helps when Dell model problem occurs.

Customer support hours can be analyzed and improved.

We upload information about the Dell model and see how customers respond to it.

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Senior Business Analyst - Social Media Listening
Information Technology and Services
Enterprise
(10,001+ employees)
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"Feedback for Sprinklr's Display Module "

What do you like best?

The visualization is amazing. Most importantly the ability to customize CSS, JSON and JavaScript take this module to a different level. The ability to sync Display with SAM to post content, images, GIF helps us in creating an interesting story for our customers.

What do you dislike?

The Display UI is slow, laggy and sluggish to respond at times when creating/ editing/ displaying a storyboard. The storyboards take a lot of time to save/ publish.

Recommendations to others considering the product:

The Display is an amazing module to showcase listening/ engagement capabilities for your business. The ability to customize widgets/ charts using CSS and JSON code makes is so powerful to use it for your use case. I recommend this module to every business who are looking to adopt it.

What problems are you solving with the product? What benefits have you realized?

We use Display to showcase listening capabilities to our internal stakeholders. We demonstrate the level of details built in Sprinklr listening module.

We realize the benefit of using Display as our business stakeholders (Product Design, Services, Marketing, Sales, HR etc.) now take social feedback as an important factor in decisions making.

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Enterprise
(10,001+ employees)
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"Consolidation of all social tools in one space"

What do you like best?

My favorite thing about Sprinklr is having all my essential social tools in one location. I love having a master view of our all our published outbound content, inbound messages in the same space as listening. It makes my job much easier.

What do you dislike?

Overall, I'd say that the user experience could be improved. For example, when I look at inbound messages that are part of a thread, it takes multiple clicks before I can have an expanded view of that thread. I also like the tagging system but it also takes too many clicks to add tags to inbound posts.

Recommendations to others considering the product:

Consider your business priorities and overall social strategy. If your social strategy is focused on less than 3 platforms, you might want to reconsider Sprinklr and use a range of other tools.

What problems are you solving with the product? What benefits have you realized?

Sprinklr helps us listen and engage with our audience. It helps us stay on top of what they are saying about our content, and helps us find out what matters most tot hem.

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Mid-Market
(201-500 employees)
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"Sprinklr is a powerful platform that is made for large teams"

What do you like best?

Having a digital approvals process for social posts (would like a digital approvals process for all digital assets such as website images, vendor images, etc). The Planner is useful for scheduling if you want to drag a drop posts to another day and to give you a snapshot of your month. The platform is really robust for a large or international digital team, but may be too much power for any social team (not including legal and regulatory) under 10 people --> there isn't enough bandwidth to take advantage of all that Sprinklr has to offer.

What do you dislike?

Not necessarily user friendly. Having training was imperative to understanding the platform and doing individual problem solving. There has also been no "key" or intro video or information in the knowledge portal to onboard users to Space, which has proven difficult. Also, delegating/assigning tasks in the platform to users is more time consuming than time saving.

What problems are you solving with the product? What benefits have you realized?

The approvals process in Sprinklr is useful for our highly regulated industry. The UGC approvals is cool. Listening portion is useful, but our team does not have time to use it.

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atencion al cliente
Small-Business
(11-50 employees)
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"Sprinklr Core"

What do you like best?

La capacidad de personalizar toda la taxonomía del sistema de cada entorno de cliente mediante el uso de campos personalizados y etiquetado. Los campos personalizados para el etiquetado tienen varios casos de uso y pueden resultar muy valiosos como formas de filtrar el rendimiento y los datos de compromiso

What do you dislike?

A diferencia de algunos de sus competidores, Sprinklr requiere administración central para grupos de usuarios más grandes para garantizar que cada usuario esté familiarizado con la idiosincrasia del entorno personalizado. En otras palabras, debido a que el sistema está diseñado para casos de uso específicos, la mayor parte de la resolución de problemas recae en la persona que entiende cómo se utiliza la funcionalidad.

Recommendations to others considering the product:

Lo recomiendo, muy bueno.

What problems are you solving with the product? What benefits have you realized?

El intercambio de contenidos y el intercambio de silos de comunicaciones en la educación superior demostraron ser los mayores problemas resueltos. La colaboración entre usuarios, departamentos y escuelas demostró ser el mayor beneficio, ya que la arquitectura del sistema fomentó las conversaciones sobre la estrategia de contenido y la creación de indicadores clave de rendimiento antes de embarcarse en informes de medición y análisis

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Digital Marketing Analyst
Marketing and Advertising
Enterprise
(10,001+ employees)
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"Sprinklr - A must for multi-social media posting"

What do you like best?

it helps to have everything together in one interface; lets you publish in bulk; options to schedule in advance your posts; easy to monitor all aspects of social

What do you dislike?

sometimes a preview is not entirely true/detailed e.g. when scheduling tweets on twitter you cannot automatically see the image that is being pulled in; platform bugs that impact workflow; lack of actual support of tech/customer support

Recommendations to others considering the product:

if you're posting company branded posts on multiple social platforms then Sprinklr is a great fit for the service's versatility. However, if your company only uses one social platform then Hootsuite would be a better option.

What problems are you solving with the product? What benefits have you realized?

social listening, company branded social posts;scheduling media posts; organic campaign analysis; file exports to data visualization partner

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Enterprise
(10,001+ employees)
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"A Bird´s Eye view of all your social media touchpoints"

What do you like best?

The possibility to navigate the information, investigating from a macro view to the specific detail you need to know. Also, custom metrics make exporting to spreadsheets a thing of the past. You can work your data inside the platform.

Heaving our customer service team onboard is allowing other areas from the company to create actionable content for social media and mitigate crisis in a much faster and centralized work.

The implementation and operation teams work closely to us in order to have a very precise setup, and customer service is always available.

Also, you have the means to create reports, workflows and apply automation to a wide range of processes that otherwise would require a lot of manual work, such as integrating informations from multiple networks, categorize content and prioritize our client´s needs.

We replaced 3 other social media tools for Sprinklr, with major improvements.

What do you dislike?

There should be better integration between the modules. It is imposible (at this moment) to merge information from Paid Media and Social Core or other modules. Also, metrics and tags/classifications should be unified across the modules. You can tag all your work in Social Core or Care modules, and the Paid module have no idea of the detailed information you added.

The overall cost is very expensive for the tools themselves, and for most of them there is also a per user cost that can limit the usage depending on your team size.

Recommendations to others considering the product:

Consider the integrations beforehand. Automate everything you possibly can, including tagging contents based on specific keywords and hashtags.

Use the custom metrics to avoid needing to work the data off platform.

What problems are you solving with the product? What benefits have you realized?

We now have an overview of everything that happens inside our networks, and a view of the market. We are hoping to implement the approbation and posting workflows very soon, so we can better create, manage and analyse the content we produce.

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Enterprise
(10,001+ employees)
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"Social Media Listening"

What do you like best?

Integrated tools and techniques to structure and synthesize the data, Natural Language Processing capabilities, search size, simple to use methodology to setup listening. Easy to engage with customers across multiple platforms through a single tool, engagement metrics, real-time monitoring, ease of access, reviewing conversations and keyword highlight features. Well planned and executed platform updates and enhancements. Overall good performance and reliability.

What do you dislike?

Sentiment Analysis, User Interface, Time to Resolve can improve.

Ability to evaluate the reach or impressions on web pages and domains.

Ability to block span generated through bots and domains.

Scope for Competitor Analysis.

Recommendations to others considering the product:

Definitely recommended!

What problems are you solving with the product? What benefits have you realized?

Social Media Analytics through Sprinklr helps deliver insights that enable businesses to drive improvements in Product Quality & Customer Experience. Listening allows to identify and assess sensitive conversations on social media and act real-time, now that social being the prominent channel for customers to share their experiences with a brand, their service and products. Publish proactive content in the form of self-help material for a wide range of issues and educational topics.

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Mid-Market
(501-1000 employees)
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"Great for scheduling posts, but could use a few tweaks "

What do you like best?

I love how easy it is for me to schedule posts across platforms then have a calendar where I can review my social media plan for the week. I also love all the different reporting tools and how I can create a custom dashboard for my various social media accounts.

What do you dislike?

Publishing video to social media platforms is still tricky and I find myself still going in by hand to publish directly through Instagram most of the time. Interacting with our social media audience is still easier directly on the platform, I wish it was easier and cleaner to do this via Sprinklr. I actually like having my social media inboxes separated out instead of all in one column.

Recommendations to others considering the product:

Certainly great for managing multiple social media accounts and for having clear reporting and feedback tools.

What problems are you solving with the product? What benefits have you realized?

We certainly are able to be more consistent with publishing and have built a stronger social media presence thanks to Sprinklr. It is also easier to collaborate with team members and justify and target our social media via reporting and feedback.

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Small-Business
(11-50 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Making work easier"

What do you like best?

I really like how you can customize the way the work flow can be done in Sprinklr. I really like the case management those most. It truly cuts down in the time we need to sort and moderate our customers.

What do you dislike?

Sprinklr can operate a little show at times. The delays can confuse a user on if they had click on something or not. The other issue is when I have to report a ticket, sometimes I feel like it takes too long for a solution to be resolved. Or when we’re asked to record our screen. It just takes up more time that we’ve already lost when something is broken.

Recommendations to others considering the product:

Create an organized process that works for case management.

What problems are you solving with the product? What benefits have you realized?

Sprinklr helps as solve the SLA on reaching our customers in an organized and timely fashion.

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Enterprise
(5001-10,000 employees)
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Verified Current User
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" Social Organic Review"

What do you like best?

The way the reporting can be super effective and precise.

What do you dislike?

Some times, we need to classificate our posts, so we can mesuare how much posts we have, and some times, sprinklr don't let us post the internal tag.

Recommendations to others considering the product:

make sure your support attend every question when we need to change the internals tags, since is super useful when you use sprinklr in a global way.

Sprinklr give access to a lot of people without localizate them .

What problems are you solving with the product? What benefits have you realized?

As engagement, is kind of hard, because we divide support and engagement, that way is hard to do it since is two diferentes teams

As publishing, the best part is the reporting.

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Small-Business
(11-50 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Good Experience"

What do you like best?

Easy & Customized Dashboard

Filters working great and very useful

Simple view

Scheduling reports

Exporting Any Data in different types of files

Organized Dashboards

Collecting all customer interactions in One case

Setting a profile for each customer with his data so it can be used in later campaigns.

What do you dislike?

Slowing Issue sometimes specially with Windows 7

Some technical issues let the app goes down

Mobile app needs some enhancement & improvements

it needs to be applicable with What's App business

Recommendations to others considering the product:

Finally, I recommend the others to use Sprinklr specially for the heavy accounts on Social Media it is very useful to report, monitor & organize all of your Social Media platforms

Support is always there with follow up actions

What problems are you solving with the product? What benefits have you realized?

Performance, organizing the dashboards.

I realized speedy action to solve the issue with follow up too.

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AM
Enterprise
(10,001+ employees)
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"Robust and feature rich but complicated"

What do you like best?

Sprinklr gives us the ability to scale our social program for the future. There isn't any question about whether or not the software can meet our needs now and in the future.

What do you dislike?

The software is incredibly complex and complicated. Sprinklr has a serious lack of support, training and documents available to help navigate the software. The initial enablement is great but the problem is that they ask a ton of questions at the start on how you want your instance set up (and charge you like $15k for this enablement service) but if you've never used the software before, it is difficult to imagine how your team will best utilize. I have spoken with social managers of large companies say that if you begin using the software and it isn't 100% correct at the beginning with your tagging structure/reporting etc, that in order to fix it, you would need to start from scratch. Just watch what you are doing at the beginning and ask a lot of questions to make sure its set up perfectly for your needs. If you don't, you are on your own.

What problems are you solving with the product? What benefits have you realized?

Sprinklr allows us to have control over the social flow of information into the company. As I mentioned, it is a very robust platform with multiple applications- if you are using it correctly.

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Enterprise
(1001-5000 employees)
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"A good combination of social media planning and listening tool"

What do you like best?

It is a good option if you want a comprehensive tool that gives you (in just one platform): social media capabilities, performance and analytics overview of your network and online listening resources. The social media and the report interfaces are very easy to use and offer a lot of filters and features to set up and analyze your campaigns.

What do you dislike?

As I said, it is a good option if you want an all-in-one tool, but there are better individual alternative tools (for social media planning and online conversation listening). There are some posting limitations and listening features (mostly data presentation and options) that are kind of basic. Still I think it is a very reasonable option.

What problems are you solving with the product? What benefits have you realized?

Content management and social media reporting

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"Completely customizable suite for social"

What do you like best?

I love the flexibility Sprinklr gives me at every step of the monitoring process. By letting the user set tags and define criteria for every post you can keep track of your social activity in a way that makes sense for you. The monitoring dashboard can also be tweaked to each user's needs. This is a huge asset in reporting and cuts down on time.

What do you dislike?

Some functionalities that are availble when posting natively don't make their way onto Sprinklr. There are few out there, so it's not a huge issue.

What problems are you solving with the product? What benefits have you realized?

Centralized asset management has never been easy! As a MNC it's great to be able to share all assets instantly with SM managers around the world and have them be organized.

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Live Chat Manager - Samsung UK & Ireland
Outsourcing/Offshoring
Enterprise
(10,001+ employees)
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"Sprinklr Space"

What do you like best?

The new interface of Sprinklr space allows for a comfortable navigation across dashboards. They have also introduced in system tabs which allows multiple tabs to be open in one web tab.

What do you dislike?

Campaign rules can sometimes take a while to fully perfect. Also, small changes sometimes have knock on effects to other aspects of the system, but these are quickly investigated and rectified,

What problems are you solving with the product? What benefits have you realized?

Sprinklr allows us to gather key customer insight through the detailed reporting tool. This allows us to listen to the voice of the customer and keep on top of common trends.

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Small-Business
(11-50 employees)
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"Quick and Friendly Support"

What do you like best?

The fact that the support team are real people you can have a friendly and understanding chat with about the issues/questions you've encountered with the product.

What do you dislike?

The one thing I would prefer to have is a live chat feature vs. email support. You often get a few emails after submitting a support ticket and it can be hard to keep up with. I personally prefer chatting live because my inbox can get a bit chaotic and I can have a hard time responding to the support team over email.

What problems are you solving with the product? What benefits have you realized?

I was just encountering a weird pre-set within a social monitoring dashboard and wanted to reach out to Sprinklr Core to see if there was a simple way of resolving it.

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Enterprise
(10,001+ employees)
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"Powerful if somewhat intimidating interface. Take the tutorials."

What do you like best?

Sprinklr integrates multiple social media channels as both an aggregating, publishing, coordinating, planning and analytics tool. Our team uses it for most publishing, internal reviews and editing, coordination and team crafting of social media postings. Customer service is high quality, prompt response and good problem-solving is just an email away.

What do you dislike?

It's a very powerful machine, like a helicopter or a lamborghini. If you need a pickup truck, this might not be the tool for you. Sometimes it feels like they need to hire a VP of user experience - the interface can be somewhat non-intuitive, but not bad once you get used to it.

Recommendations to others considering the product:

Definitely take the tutorials. Ask questions.

What problems are you solving with the product? What benefits have you realized?

Team collaboration on proofreading, language collaboration and review make this a powerful tool for ensuring quality of message and strategic value.

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Small-Business
(11-50 employees)
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"Sprinklr Core for Enterprise-wide use"

What do you like best?

The ability to customize the entire system taxonomy of each client environment by using custom fields and tagging. Custom fields for tagging have a number of use cases, and can prove highly valuable as ways of filtering performance and engagement data

What do you dislike?

Unlike a few of its competitors, Sprinklr requires central administration for larger user groups in order to ensure each user is familiar with the idiosyncrasies of the customized environment. In other words, because the system is designed for specific use cases, most of the trouble-shooting falls on the individual who understands how the functionality is being used

Recommendations to others considering the product:

An incredibly comprehensive social media solution for publishing, engagement, monitoring, content planning, analytics and cross-user collaboration.

What problems are you solving with the product? What benefits have you realized?

Content sharing and bridging communications silos in higher education proved to be the biggest problems solved. Collaboration across users, departments and schools proved to be the biggest benefit, as the system architecture fostered conversations about content strategy and creating key performance indicators prior to embarking upon measurement and analytics reporting.

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Digital Content Manager
Consumer Electronics
Enterprise
(10,001+ employees)
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"Progress through the partnership"

What do you like best?

The collaboration between Samsung, Sprinklr and our partners empower us to deliver better support to our customers on social media. We have customised the platform to meet our business needs.

What do you dislike?

We'd like easier access to full customer conversation history view in sprinklr space.

We'd like to further understand the the sprinklr user behaviours, average handling time metrics for a productivity metric.

More automated tagging.

What problems are you solving with the product? What benefits have you realized?

Using social media as an active channel for support from our brand. We can now meet the ever increasing demand for customer support on social media.

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Mid-Market
(201-500 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Using Sprinklr for comment moderation"

What do you like best?

It's very easy to reply to comments and put them in their designated column. I also love the Search tool for digging up comments and users; super helpful when the client is looking for something specific.

What do you dislike?

I do wish there was an "undo" button in case I click the wrong thing. For example, with comment moderation I have to manually find the comment and change it.

It would be nice on the mobile app to have the comment visible when I hit "Reply." I have to remember the user's name and comment context, since it takes me to a new response screen.

Lastly, the "Preview" section when posting through Sprinklr doesn't show the post in full. My agency requires screenshots of these posts beforehand, and I have to take screenshots in pieces.

What problems are you solving with the product? What benefits have you realized?

Since I am moderating comments for multiple accounts, it's really nice to have them tabbed out with all comments pulled in.

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Mid-Market
(201-500 employees)
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"Sprinklr is great for organic and paid social marketing!"

What do you like best?

I really like Sprinklr's reporting system -- as a Paid Social performance associate, pulling performance from multiple platforms can be daunting and inefficient in terms of time spent. Sprinklr makes it easy to pull all metrics and performance across multiple channels, and build reporting dashboards to easily asses performance across the board. Another feature I really enjoyed from Sprinklr was the Quick Ads Publish tool, which allows you to create various ads at once as well as apply changes in bulk, such as naming conventions and auto UTM tagging.

What do you dislike?

Sprinklr was tough to navigate at first given all the capabilities, however the new Ads Manager is a really powerful tool to help streamline trafficking and making major changes. When making ads for Facebook, the Sprinklr interface only allows you to publish as draft which is treat for QA checks, but does not help in terms of streamlining. l I do wish there was an option to publish directly from Sprinklr.

Recommendations to others considering the product:

Sprinklr has powerful tools that can be used for Paid social marketing, organic social marketing, and community management -- the platform is best used when each of the individual teams is taking advantage of the platform capabilities.

What problems are you solving with the product? What benefits have you realized?

I used Sprinklr to assess performance across multiple campaigns, build ads for Facebook and Instagram campaigns, and build social listening queries to assess how people were reacting to key moments our business was associated with.

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Enterprise
(10,001+ employees)
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"Impressive but more to do"

What do you like best?

The ability to publish posts in one environment, being able to engage with messages, having a calendar view, building reports, setting approval queues and having a rule engine to insert automation. All great features to be efficient.

What do you dislike?

The limitations on publishing. i.e. not being able to use the Twitter poll feature.

Recommendations to others considering the product:

Invest time to learn how to use the system that suits your needs, otherwise you will feel overwhelmed.

What problems are you solving with the product? What benefits have you realized?

Helping our brand to work better together in social and having a holistic view of social properties.

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Mid-Market
(501-1000 employees)
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"Powerful but overly complication enterprise tool"

What do you like best?

Sprinklr is a cohesive solution that can support myriad departments within organisations. It is almost infinitely adaptable and thus is a hugely useful way to capture and manage social data, as well enabling detailed management of social channels from both a publishing and engagement perspective.

What do you dislike?

It's overly complex and strikes me as designed by a group of committees who not only don't talk to each other but have never used their product. Support can be ad hoc and there have been ongoing issues with local account support

Recommendations to others considering the product:

Ensure you either have a sprinklr expert in your team, hire one, or can have a team member dedicate a lot of time to learning its intricacies

What problems are you solving with the product? What benefits have you realized?

We use Sprinklr to address a variety of business problems but so far the main benefits are the ability to report accurately, after a fashion, on social analytics and also to extend customer support to our social channels,

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Enterprise
(10,001+ employees)
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"Sprinklr helps manage multiple social accounts easily"

What do you like best?

Having a customizable dashboard that can provide an overview of 15+ social media accounts in one place

What do you dislike?

Mobile app is not as user-friendly and intuitive as I would hope; works much better on a computer

What problems are you solving with the product? What benefits have you realized?

With nearly 2 dozen social media accounts to monitor Sprinklr provides a one-stop shop to see them all quickly. Scheduling posts, tagging and archiving content and allowing multiple users to access and maintain the accounts in one place is beneficial.

Sprinklr Modern Engagement Features

  • Social Measurement
  • Sentiment Scoring
  • Influencer Identification
  • Social Reporting
  • Social Listening
  • Social Analytics

Sprinklr Modern Engagement User Ratings

7.3
Ease of Use
Average: 8.7*
7.5
Quality of Support
Average: 8.6*
6.5
Ease of Setup
Average: 8.7*
* Social Media Management Category
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