Sprinklr Service Reviews & Product Details

Overall, I find Sprinklr to be a powerful platform for managing social media, customer care, and customer engagement at scale. I particularly like its ability to unify interactions from multiple channels into one workspace, support structured workflows and case management, and provide strong routing, monitoring, reporting, and AI-powered capabilities. As of late, I appreciate the performance analytics and reporting dashboards. What I like most about the platform is the support we get from the team. They are always quick to respond, share new trends and developments, and a pleasure to work with. Review collected by and hosted on G2.com.

Sprinklr can sometimes feel overly complex, and simple tasks require navigating multiple workflows, queues, or settings before you can get where you need to go. Learning curve can be steep, and the cost of the service is high. Review collected by and hosted on G2.com.

For me, as a community specialist, the most valuable thing is being able to have all community interactions, engagement, mentions, and messages, in one place. As a community specialist, it’s difficult to keep track of what the community is doing and interacting with on each social platform. With Sprinklr service and the Care Console, I’m able to provide fast attention and act across all our social media accounts and, on top of that, keep track of user sentiment, see their history with us, and maintain a solid relationship with our customers. I also like the reporting section, since it can be molded to view and analyze exactly what I need. Overall, it’s a really powerful platform when it comes to customer service, sentiment tracking, and analysis. Review collected by and hosted on G2.com.

One thing I dislike about Sprinklr Service is that it isn’t very easy to understand and is complex. It’s not very intuitive, and sometimes finding the right button can be difficult. I understand the platform now, how it works and how to use the tool correctly, but it took me a while to get there. There are many features that aren’t easy to digest, and that can feel a bit overwhelming at times. Another thing I don’t like about Service is that it doesn’t have Sprinklr Copilot, so there’s no AI assistant. I think that could be really useful. Review collected by and hosted on G2.com.

What makes Sprinklr Service truly special is its ability to bring together traditional contact center channels with the latest digital messaging options. From a PR and external communications perspective, during a crisis, we can keep an eye on customer support tickets in real-time across voice, email, and live chat. The AI-powered routing quickly directs high-priority cases or urgent customer complaints to the most suitable specialized agents. Since we started using the platform, our first-contact resolution rates have seen a positive boost. Review collected by and hosted on G2.com.

Getting the CCaaS modules up and running along with the automated voice and chatbots can be quite challenging. Our team invested significant time in training to master the agent copilot features, ensuring that the AI can recommend answers that stay true to our brand during busy customer interactions. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The UI/UX is very professional. Compared with other social media analytics platform it gives more information. It can be a bit confusing at the beginning, but the data and analysis are more complex and easy to cross data in the long term. Also, it has an editorial calendar, an easy way to publish to multiple accounts and social media networks. It has an AI intelligence that can help you to understand the numbers and give you tips to configure better all of their dashboards. The support can be very helpful in order to set up every aspect that you need to adjust. In my experience, Sprinklr is the only one that reports data on real time, it doesn't really need much time to show results of my posts. I also integrated Sprinklr with Looker Studio, which allows me to show all of my data to other people that cannot access to the platform. Review collected by and hosted on G2.com.

It’s an expensive social media platform, and they usually increase the price significantly every year. They also aren’t very clear about what your package includes. We’ve had situations where we thought we upgraded our plan to get certain features, only to be told later that we still need to pay extra for parts of the experience. That might be fault or the support, but I have to make clear that last year they changed the team in charge. Also, you have to pay extra for historical data. Review collected by and hosted on G2.com.

I like that Sprinklr Service is very customer-oriented, making it easy to actually create custom workflows, which is a big customization feature for us. I appreciate the integration capabilities, as Sprinklr was brought in as a CRM solution largely because it allows easier integration with other platforms. I also value the knowledge base, which lets us create materials and templates effectively and features content blocks that make updates seamless. The dashboards for customer sentiment, contacts per order, and per item are very useful. Review collected by and hosted on G2.com.

During the initial setup of Sprinklr Service, I found it kind of easy, but over the long term, I encountered a lot of issues due to how highly customized our setup was, often Sprinklr updates are not applicable to us out of the box, reporting faced a lot of delays because of the rationale of metrics not being aligned. Also the Knoweldge base I appreciate was originaly created to be FAQ's for external users on websites and not internal as we desired. Review collected by and hosted on G2.com.

the people that work there and support the accounts are very knowledgeable and the ease of using their platform is quite intuitive if you've already worked with some platforms. Review collected by and hosted on G2.com.

Is not so self-service as other platforms and you need to contact account managers quite often, but they will help Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I use Sprinklr Service mainly to handle brand social media on a daily basis. I like how it keeps all social media interactions in one place, making everything easier to manage and respond to. It helps me manage messages, comments, and overall engagement across different platforms without things getting messy. What I like is that everything stays in one place, so it's easier to keep track of conversations and make sure no customer query is missed. It just makes the whole process of managing social media a lot smoother and more organized. It helps me manage a large volume of messages and comments without missing anything, which used to be a challenge earlier. Also, keeping everything in one place saves time and makes handling social media much more organized. Review collected by and hosted on G2.com.

Some dashboard and filtering options feel a bit complex at first, so a simpler layout or clearer navigation would make things even smoother. Review collected by and hosted on G2.com.

I feel like most features my organization uses have stayed the same since last year. Review collected by and hosted on G2.com.

When you click on a hyperlink inside Sprinklr, it used to open the link in a new tab but it hasn't done that lately. It will just take the sprinklr tab to a new page, which is very inconvenient. Review collected by and hosted on G2.com.