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Sprinklr Service Reviews & Product Details

Sprinklr Service Overview

What is Sprinklr Service?

Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights – eliminating the need for any other point solution. - Enables customers to interact with your brand on their preferred channel for consistent brand experience leading to customer delight. - Empowers agents with unified/360 customer view and recommends the most relevant responses with the power of AI to improve agent productivity and experience. - Provides meaningful and actionable insights to supervisors to drive growth and operational excellence - Helps leaders uncover opportunities for growth, transformation and innovation through real- time contact center insights scalable across the enterprise.

Sprinklr Service Details
Product Website
Languages Supported
German, English, French, Japanese, Korean, Portuguese, Spanish
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Product Description

Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights – eliminating the need for any other point solution.

How do you position yourself against your competitors?

The foundational architecture of how Sprinklr Service is built is quite unique as compared to the cluttered CCaaS market. Taking off on social and digital channels, Sprinklr banks on its expertise in analyzing and listening to customers on all the new-age channels for over a decade – while all other incumbent players are catching up on these channels. And with the rapid digitalization and exponential data growth, this gets even complex with time.

Sprinklr is built on a single code-base – leveraging the same unified data layer, AI and integrations across all its product suites and for all the clients.


Seller Details
Seller
Sprinklr
Company Website
Year Founded
2009
HQ Location
New York
Twitter
@Sprinklr
39,582 Twitter followers
LinkedIn® Page
www.linkedin.com
4,628 employees on LinkedIn®
Ownership
NYSE: CXM

RV
Overview Provided by:

Recent Sprinklr Service Reviews

Swapnil M.
SM
Swapnil M.Mid-Market (51-1000 emp.)
5.0 out of 5
"Unfied platform to manage customers, employees and data"
Real time Reporting , Canned responses for the customer , the Knowledge base. Case history and Profile colabration are the most amazing feature i h...
Verified User
G
Verified UserSmall-Business (50 or fewer emp.)
5.0 out of 5
"Sprinklr - The customer Optimizer"
Sprinklr's best function is that all-region information is available in the knowledge Base and also helps in finding the cases, customer details an...
DD
D D.Enterprise (> 1000 emp.)
2.5 out of 5
"We have just started working with this product. The attitude of the employees is good."
We have just started working on this product. The attitude of the employees is good.
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Sprinklr Service Media

Sprinklr Service Demo - Unified Agent Desktop
Unified Agent Desktop
Sprinklr Service Demo - Conversational Analytics
Conversational Analytics
Sprinklr Service Demo - WFM Forecasting
WFM Forecasting
Sprinklr Service Demo - Command Center Home
Command Center Home
Sprinklr Service Demo - LiveChat
LiveChat
Sprinklr Service Demo - Agent Workflow Automation
Agent Workflow Automation

Official Interactive Demo

Sprinklr Service demo available

Try an interactive demo created by the software seller (right here on G2).
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496 Sprinklr Service Reviews

4.3 out of 5
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496 Sprinklr Service Reviews
4.3 out of 5
496 Sprinklr Service Reviews
4.3 out of 5

Sprinklr Service Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for Sprinklr ServiceQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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G2 reviews are authentic and verified.
Verified User in Apparel & Fashion
AA
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Sprinklr Service?

I've used Sprinklr for many years now. The platform itself is very up to date and advance. Fairly easy to use and always evolving. The social listening is some of the best I've seen. I do really enjoy the platform. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

While the technology is usually good, the service is constantly changing and there feels like a lack of. The recently restructured to give even less service. The support tickets commonly don't really help as much as you would think or their team doesn't understand. Review collected by and hosted on G2.com.

What problems is Sprinklr Service solving and how is that benefiting you?

The platform is good at recognising sentiment and priority. Our agents receive cases from social and it's good at assigning high to low so we meet those high prioity first. The social listening is also good for reporting and seeing what trends we are currently facing. Review collected by and hosted on G2.com.

Verified User in Computer Software
AC
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Sprinklr Service?

I really like the Engagement dashboard that Sprinklr offers. I am able to easily put all the accounts and keywords I want to follow/ track and be able to engage directly on the Sprinklr platform. The only downfall is not being able to connect our company LinkedIn account and monitor that feed through the engagement dashboard. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

There is so much to learn that I get overwhelmed with all the features and capabilities Sprinklr Service has to offer. They try to make it simple, but there's so much its hard to keep up and utilize everything. Review collected by and hosted on G2.com.

What problems is Sprinklr Service solving and how is that benefiting you?

Sprinklr Service is helping us to better gain access to our customer and prospects social accounts to be able to engage with them. Review collected by and hosted on G2.com.

Open Discussions in Sprinklr Service
Verified User in Marketing and Advertising
UM
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
Guest users or non-business users of the software, not included in G2 scores.
What do you like best about Sprinklr Service?

Access to multiple platforms and the ability to bulk update information are my favorite features of sprinklr. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

I think there is a lot of room for QoL changes. The one that comes to mind is being able to name my pinned tabs. The reason you pin tabs is so you can access them easily, but if you have lets say 4 pinned tabs, they all just say "Ad Manager" or someting which starts to break down the efficiency of locking the tabs to begin with. Furthermore, hitting the "back" button on your browser will move you back to the last page you were on, BUT will do so on whatever tab you're currently on. E.G. I have Pinned Tab A and B. If I start on A, then navigate to B, then hit the "back" button on my browser, instead of navigating back to A, it will just change my pinned B tab to Tab A........ Whats the point of pinning if this is the case? Review collected by and hosted on G2.com.

What problems is Sprinklr Service solving and how is that benefiting you?

No comment. I dont use Sprinklr Service hardly ever. Usually I just submit tickets. Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care
UH
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about Sprinklr Service?

I like that Sprinklr is nice to look at and simple to use to schedule social posts. I can see what the rest of my team is posting and analytics from other platforms all in one place and adjust my posting strategy accordingly. I use Sprinklr to post multiple times throughout the day, and it only takes a couple of minutes to do. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

I don't have any problems using the platform, but there are a couple of features I think would be helpful - I would love to be able to view the scheduling calendar in different tabs with different filters on at the same time - I post to certain platforms, but would like to be able to reference the other platforms without having to go in and reset my filters each time. I also think it would be helpful if the post failed notification was a little more prominent, because it can be easily missed. Lastly, I would like it if content could be grouped together even if it's split among multiple pages to make the posting calendar look cleaner and be easier to navigate. Review collected by and hosted on G2.com.

What problems is Sprinklr Service solving and how is that benefiting you?

It streamlines the posting process and keeps all posts and analytics in one place, which saves a lot of time for our marketing team as a whole. Review collected by and hosted on G2.com.

AC
Sr. Specialist
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Sprinklr Service?

Sprinklr allows our company to pull reports easily on sentiment, engagement and response time which has made reporting easy. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

It has taken me six months to feel comfortable in the system but our success manager has provided me with good training materials. He has also scheduled 1:1 meetings to help teach me the backend of Sprinklr. Review collected by and hosted on G2.com.

What problems is Sprinklr Service solving and how is that benefiting you?

Reporting on many users mention our organization's name. Review collected by and hosted on G2.com.

Britt M.
BM
Social Listening Specialist
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Sprinklr Service?

It's good for collecting data from across many different social platforms in one place for visualization and response. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

I dislike the lack of innovation. For the most part, Sprinklr just updates how things look (often unecessarily) without actually adding anything new. I also dislike how unreliable sentiment metrics are, and we often have to do a lot of manual sentiment changes to get proper measurements. I also wish Sprinklr would integrate AI as that would severely cut back the time I spend doing manual analysis of data. All-in-all, I feel like Sprinklr is great for gathering data but does a terrible job at providing in-depth/insightful analysis that I can take to stakeholders without doing extreme data massaging. Review collected by and hosted on G2.com.

What problems is Sprinklr Service solving and how is that benefiting you?

How successful our branding is.

What features people are interested in that we may be able to develop.

What problems customers encounter the most to inform us how we can improve the product.

How competitors are performing in the market, and how we can do better. Review collected by and hosted on G2.com.

BH
Senior Social Media Advisor
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Sprinklr Service?

Sprinklr is easy to use with multiple features that help us on the daily. We have incorporated all of our app stores, Social Media Accounts, BazaarVoice and Trustpilot. It replaced an outdated option, but it was a seamless transitition that made the previous system feel like it belonged in the last century. Sprinklr support is great, when we have an issue or even a suggestion, they are happy to take it on board. My team and I use the system daily for all of our workload. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

Currently we are transitioning from agent console to care console. The information on the care console takes up so much space on the screen and loads slowly. A lot of information, but not all useful. Using a smaller screen such as a laptop on the go or just making the window smaller, makes it impossible to see the conversation well. Review collected by and hosted on G2.com.

What problems is Sprinklr Service solving and how is that benefiting you?

Mainly the integrations of all of our systems into one. Before Sprinklr we had to have multiple tabs open and had to look at items manually, whilst now due to Sprinklr it allocates work and means whilst working we do not need to switch between tabs and manually check. Review collected by and hosted on G2.com.

Natalia  C.
NC
Social Care Executive
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
Guest users or non-business users of the software, not included in G2 scores.
What do you like best about Sprinklr Service?

I have used various systems, but this one stands out as the best for reporting, managing customer care issues, and community management. The support team is highly responsive when issues arise. The system is user-friendly, and its AI implementation enhances its functionality, making it versatile and suitable for everyday needs. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

Initially when learning to use the tool it was a bit difficult and you have to fool around with it a bit to truly learn how to manipulate the tool but the fact that you can clone dashboards made up for that because if you made a mistake it didn't actually affect anything, you just delete and create a new one. Review collected by and hosted on G2.com.

What problems is Sprinklr Service solving and how is that benefiting you?

1. Combining Different Channels: It brings all my customer support channels into one place, so I don't have to switch between different tools. This makes it easier to keep track of all customer interactions and respond faster.

2. Quick Issue Resolution: With its AI and automation, it helps get customer inquiries to the right team members quickly. This speeds up the time it takes to solve problems, which is great for keeping customers happy.

3. Detailed Reporting: The reporting and analytics features give me insights into how well we're handling customer interactions. This helps us see what's working and what needs improvement.

4. Flexibility and Scalability: The platform scales well with our needs, whether we have a few inquiries or a large volume. It's flexible enough to adapt to different types of businesses and customer service approaches.

5. Team Collaboration: It enhances team collaboration by providing shared workspaces and integrated tools, making it easier for us to work together effectively. Review collected by and hosted on G2.com.

KM
Social Media Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Sprinklr Service?

As a social media manager, I love being able to post to multiple platforms at once. I'm making at least 20 posts per day, so optimizing a story for Facebook, X, Instagram, and Threads all at once—on one screen, too— is super easy. I also love that you can see a real-time mockup of what your posts will look like on the right-hand side as you're building them. Sprinklr's implementation of verifying tagged users is super helpful, too. Customer support is pretty reliable. Sometimes I can be helped over the phone; Other times, I'm asked to email Sprinklr's tech team. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

When building Instagram photo carousels, I wish Sprinklr gave you the ability to drag around the order of your photos. Currently, after you upload your images and crop them how you would like, if you want to change the order of the images, it's a pain point to delete all the images and re-upload and crop. I wish Sprinklr would also integrate a reply feature on Threads, like it has with X. Review collected by and hosted on G2.com.

What problems is Sprinklr Service solving and how is that benefiting you?

Sprinklr Service helped me create a master dashboard to customize my analytics. I use these analytics to present weekly presentations to my team. Review collected by and hosted on G2.com.

Ebrahim T.
ET
Team Leader - Quality Auditing
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Sprinklr Service?

Having never worked in the Social media space until about a year ago, I was quite surprised at the behind the scenes activities, especially with Sprinklr. That there was a service which could aggregate all the SM platforms, providing ease of access to working on and responding to comments, messages etc. was the most surprising and exciting for me. Being able to create my specific dashboards to address what and how I want makes work quick, easy and straightforward. There's so much that can be done using all aspects of the service. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

Lack of support unfortunately was the downside for me. There's so much that can be done using the service but you'd never know because for the many years the company used it, we'd had little to no customer support nor training to assist us. We've only recently found out that we've barely scratched the surface of what it's capable of and what we actually have access to. If you look at my scoring on the feature ranking you'll understand what I mean. We didn't even know about 80 to 90% of the service's capabilities until this year, after our company had been using it for I think about 7 years. We've now been offered and promised support and training but is it too little too late? Review collected by and hosted on G2.com.

What problems is Sprinklr Service solving and how is that benefiting you?

Helps us track and address SM complaints in real time but keeps our engagement with our clients continuous. Review collected by and hosted on G2.com.