Sprinklr Service Reviews & Product Details

Sprinklr Service is an AI-native contact center platform built to deliver exceptional customer experiences across 30+ voice, social, and digital channels from one unified platform. Unlike modular or plugin-based tools, Sprinklr builds AI right into the foundation, so it can understand, analyze, and respond to conversations in real time across everything from X (formerly Twitter) and Instagram to email, chat, and voice. The result is a seamless, consistent brand experience for customers and a single, context-rich view of every interaction for agents, helping enterprises resolve issues faster and scale support without stitching together siloed point solutions. Key Features Omnichannel Contact Center: Maintain a single, context-rich conversation across 30+ voice, social, and digital channels, with channel-less service as customers move between touchpoints AI-Powered Routing: Sprinklr AI automatically classifies incoming queries by intent, urgency, and sentiment, auto-prioritizes critical issues, and routes them to the best-suited agent. Sprinklr's Conversational AI Agents and Chatbots: Deploy Sprinklr AI Agents to automate routine tasks, handle FAQs, and power AI-driven IVR and bot automation in your brand voice. Agent Copilot: Empower agents with AI-driven guidance that surfaces potential resolutions, summarizes cases, suggests replies, and automates post-call tasks to cut average handle time. Live Chat and Messaging: Deliver real-time support with co-browsing and video commerce on your website and mobile apps. Channel-less Service: Enable seamless conversations even as customers move from one channel to another, keeping full context intact throughout the journey. Knowledge Management and Self-service: Power self-service and knowledge bases to reduce service costs and deflect routine queries. Workforce Management: Support agent scheduling, adherence, and forecasting for efficient contact center operations. Comprehensive Channel Suite: Includes Inbound and Outbound Contact Center, Social Customer Service across 25+ social channels, Live Chat with co-browsing and video commerce, and Sprinklr VoiceConnect for carrier-grade voice. Real-time Supervisor and Admin Tools: Monitor agent performance in real time, deliver targeted coaching, and easily manage workflows, channels, and operations with minimal overhead. AI-powered Quality and Coaching: Sprinklr AI scores 100% of interactions, ensures compliance, and enables real-time coaching for continuous improvement. Enterprise Integrations: Connects with CRM and ticketing systems (Salesforce, Dynamics 365, Jira, etc.), voice and messaging platforms (Twilio, Ozonetel, CloudTalk), and more, with a robust API layer and Marketplace connectors. Recognized leader: Named a Strong Performer in The Forrester Wave: Contact-Center-As-A-Service Platforms, Q2 2025, a Leader in The Forrester Wave: Conversational AI For Customer Service, Q2 2024, Digital Customer Interaction Solutions, Q2 2024, and recognized as a Contact Center Leader by G2.

Seller

Sprinklr

Discussions

Sprinklr Service Community

Languages Supported

German, English, French, Japanese, Korean, Portuguese, Spanish

Solution Type

All-in-One

Overview by

Rupali Verma

Used by Nativo and 2 others

Beta

Value at a Glance

Averages based on real user reviews.

Time to Implement

2 months

View More Pricing Information

Sprinklr Solutions

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See how Sprinklr products can work together to solve real problems.

Sprinklr Service Integrations

(7)

Verified by Sprinklr Service

G2 reviews are authentic and verified.

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Warren A.

12/14/2025

"Highly Customizable and Effective Communication Tool"

5/5

What do you like best about Sprinklr Service?

I currently lead a team of 15 people who chat with customers via the Sprinklr platform. It allows us to speak with customers via a new method, it has great reporting built-in to the backend and is customizable to our business needs. I enjoy the functionality of the Sprinklr Service page, the customization is the greatest feature in my opinion. We are able to build our reports directly around metrics that are important for our wider business. This allows us to drive engagement between our team members and our customers in a more refined way. I believe the initial setup was smooth, and I highly rate its functionality and the ability to handle chats from multiple online sources via one system. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

Sometimes because of the amount of customization available, it can be overwhelming at times. Possibly a clearer way to navigate the different options available. Review collected by and hosted on G2.com.

Abhishek P.

Assistent Manager Operations

Mid-Market (51-1000 emp.)

5/15/2026

"Basic, Intuitive UI with Features Right Where You Need Them"

5/5

What do you like best about Sprinklr Service?

The product UI is very basic and easy to understand. All the services and features are placed in the right spots, so you don’t have to go searching around or jump between different sections to find what you need. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

The only thing I dislike about Sprinklr is its multi-login system. It should allow us to log in from multiple accounts. Review collected by and hosted on G2.com.

Ashutosh C.

Senior developer

Small-Business (50 or fewer emp.)

8/27/2023

"One of the greatest social tool !!"

5/5

What do you like best about Sprinklr Service?

I like that sprinklr keep adding new updates which make it more simple to use... The auto save option is very helpful because my work never gets lost. Dark mode and notifications help me when I work night time... Also the team chat and support is handy for quick help. Overall it save my time and make work smooth!! Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

Sometimes sprinklr feel little heavy and slow when many tabs open. Price is also bit high for small teams like us. Support take time to respond which can be improved..I wish the platform open links in same window instead of new tab. If these small things fix it will be perfect.. Review collected by and hosted on G2.com.

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

It is helping to make my work easy and helps me to multitask. The background team of sprinklr has made the software so strong that it works smooth and lag free on just one click. Adding photos, videos, documents & links feature with the response to the customer helps to give an overview problem solving solution to the customer in one go. The "Add phrase" feature helps to give new responses to the customer with grammatical auto correction. This helps to provide variety of responses making it look less robotic and more human. Scheduling a post is another helpful feature that makes my work organized and can plan things out. Sprinklr can be used in our smartphones that enables use to go mobile and keep the work continuity and smooth. Review collected by and hosted on G2.com.

Usman A.

Online Reputation Management (ORM) Level 3

Small-Business (50 or fewer emp.)

9/6/2023

"SPRINKLR!!! is the best in the business"

5/5

What do you like best about Sprinklr Service?

“I like that Sprinklr Service keeps getting better. Now it’s even easier to reply to customers quickly, and I can see all their messages in one place without switching apps.” Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

“Sprinklr Service can improve by being easier to use and faster, without freezing. It would also help if it was more affordable and had simpler options to customize for different needs.” Review collected by and hosted on G2.com.

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

Sprinklr tabs help us to organise the cases well in our bucket. Notification tab make it easier to keep our previous cases in check. the pop up sound of the notification tab is really helpful. Master Agent Productivity Tab help us to keep a tab on our agents productivity and their performance. Dashboard feature help in terms of going through the cases which yet to be assigned. AUX feature is very smooth and easy to use for switching between Available, Training and breaks. Dark Mode feature is extremely helpful while working at night. Sprinklr is a multi-featured tool and the features are alligned in such a way that it is user friendly and easy to learn and access. Review collected by and hosted on G2.com.

Verified User in Financial Services

Mid-Market (51-1000 emp.)

9/1/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"Personal, Tailored Support That Truly Fits Our Needs"

5/5

What do you like best about Sprinklr Service?

The support we’ve received feels personal and tailored specifically to our needs and concerns. I feel like we are getting our money's worth especially with the level of support we have received thus far. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

There are no downsides from my experiences. Review collected by and hosted on G2.com.

Mahmoud A.

Senior Projects Manager

Insurance

Mid-Market (51-1000 emp.)

3/5/2026

"Easy to Use, Quick to Implement, and Packed with Features"

4.5/5

What do you like best about Sprinklr Service?

Ease of use, ease of implementation, number of features, and ease of integration. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

Nothing to report so far, since I’ve only just started using it. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

5/27/2024

"Creation to publication and response"

3.5/5

What do you like best about Sprinklr Service?

I like that it is an all encompassing platform, we utilise it for our production, publishing and community response which i find really helpful to not have to jump around. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

The customer service can be a bit over complicated Review collected by and hosted on G2.com.

Swapnil M.

Team Lead

Mid-Market (51-1000 emp.)

11/23/2023

Guest users or non-business users of the software, not included in G2 scores.

"Unfied platform to manage customers, employees and data"

5/5

What do you like best about Sprinklr Service?

Sprinklr is user friendly and good to use Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

While Sprinklr Service is often called the "Salesforce of social media" because of its sheer power and reach, it’s far from perfect. Beyond the slowness/latency you mentioned—which is a common gripe due to the massive amount of data it processes—there are several recurring "pain points" that users and industry experts highlight for improvemen Review collected by and hosted on G2.com.

Daimler D.

Operation Manager

Mid-Market (51-1000 emp.)

6/4/2026

"Keeps Customer Operations on Track with Smooth Relationship Management"

5/5

What do you like best about Sprinklr Service?

The customer operations being handled are really good. Everything stays on track, and customer relationships are managed smoothly without any issues. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

It should include an option for multi-login, which currently isn’t available. Review collected by and hosted on G2.com.

YAHYA A.

SR. Service desk analyst

Information Technology and Services

Enterprise (> 1000 emp.)

12/25/2025

"Unifies Customer Interactions Seamlessly Across Channels"

5/5

What do you like best about Sprinklr Service?

What I like best about Sprinklr Service is its ability to unify customer interactions across multiple channels into one platform, Plus, its scalability and integration capabilities make it ideal for managing complex enterprise needs. Review collected by and hosted on G2.com.

What do you dislike about Sprinklr Service?

some advanced configurations can be complex, which might slow down adoption for new users. However, once the learning curve is overcome, the benefits are significant Review collected by and hosted on G2.com.