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.

I like how Sprinklr Service offers easy access and intuitive dashboards, making it simple to monitor and manage operations in real time. The ability to listen to calls and check chats is a big plus for me, as it provides more independence without waiting for the vendor to share information. It saves me time since I can quickly find any case I need for a deep dive or just simple monitoring, without having to rely on BPOs or vendors. Plus, I appreciate being able to check records and histories whenever needed, which is really helpful for handling any demand or report requirements. Review collected by and hosted on G2.com.

The setup for the IVR workflow is quite limited and has something to do with permissions in my region. I think some menus could be simpler. For agents, it sometimes takes a long time or requires the ticketing system to register customers' cases, which can also be time-consuming or show errors. Review collected by and hosted on G2.com.

We absolutely love how there is a CONTENT library for quick posts! We can either use our desk top computers in the office or our own handheld phones with ease of posting either way! Review collected by and hosted on G2.com.

I have used REPUATION and another smaller web posting service that didn't have the same kind of abilities. There isn't a lot that I dislike about Sprinklr. Review collected by and hosted on G2.com.

Sprinklr Service offers a comprehensive platform for managing social and agent interactions, providing tools for triage, KPI tracking, and priority management. Its intuitive interface and simple GUI enhance user experience and facilitate agent training. Review collected by and hosted on G2.com.

I've used Sprinklr Service a couple of times, and I appreciate how it helps to consolidate all the different social and agent platforms. It's a really nice consolidated point compared to receiving things through piecemeal or using cheaper platforms we had before. I found it quite nice that it creates an all-in-one triage and managing system for us, helping to identify priority areas and manage KPIs more easily than our previous methods. I love the intuitive platform and the simple GUI it provides for our agents, which makes it easier for them to navigate and definitely speeds up the learning curve. Overall, I've been enjoying the experience so far. Review collected by and hosted on G2.com.