First of all, I should say upfront that my role as Community Manager has me managing moderation only. My team and I do not handle marketing or listening, so my review is strictly from a Customer Care & Moderation perspective.
I love how flexible and customizable Sprinklr is. As my team and I have identified needed modifications to rules, queues, and macros, it's been unbelievably easy to make those changes. The platform is so flexible that even if I can't figure out how to modify the settings how I want, our Success Manager can usually help us get there. Very rarely (so far) have we come up empty-handed and needed to come up with an alternative solution.
From a management standpoint, Sprinklr's reporting options are incredible. Our previous platform (Expion) required that we reach out to our account rep for any reporting dashboards we wanted or needed. From there, it could take literally weeks for them to complete building them, and aside from basic filters, I couldn't change anything with the data.
In contrast, Sprinklr allows me to create my own reporting dashboards that can look at macro usage counts to average handle time by user/moderator, and more. I can make and modify dashboards at will. I can schedule exports to remove the extra work of opening and manually exporting them. The dashboards have a whole host of visualization options. You can take the more left-brained approach (tables with a bunch of text) or the more right-brained option (lots of visual graphs and charts). I can't tell you how much I've loved having such a dynamic set of reporting tools and options.
Support and stability are huge frustrations. First, let me talk about support.
So the downside to Sprinklr's customization capabilities is that it's very challenging to get support. They have a great Knowledge Portal with a massive FAQ database, but it's all very high level and general. So if your organization has a lot of specialized or customized rules, queues, etc..., then good luck finding an FAQ that gets specific enough to help.
Their customer community (forum) is either under-utilized by clients or clients do not bother to reply to other clients' posts/questions (perhaps, again, because of the specificity of different set-ups and customizations). That said, Sprinklr employees commented on one of my posts with very helpful information and even modified an FAQ on the spot to include information it hadn't before that.
But worst of all, their ticketing system is a nightmare. To start, they demand so much information that it's really discouraging to even create a ticket. Even then, they nearly always ask for more details, and sometimes it feels as though they don't even read the details you give them.
Because of the instabilities we've experienced (read on for more on that....), we've reported a lot of tickets. Most of the issues resolve themselves after a few days or a week, and the ticket gets closed without any real troubleshooting or feedback from support. At one point, they started demanding VIDEOS of issues because they couldn't reproduce. So we started including videos by default, but their support staff still asks questions of us that are answered either in the ticket description or the screenshots they demand or the video they started demanding.
It feels a lot like their approach is, "Keep asking questions until the glitch sorts itself out," which is not a good support tactic.
About half the tickets we've opened, I resolved myself after troubleshooting ALONE for well over a week.
As for Sprinklr's stability, it's spotty at best. We've had a lot of random, oddball issues that support never really acknowledges or resolves but that seem to resolve themselves. Macros failing, moderator accounts going unavailable while they're actively working in the platform, filters not working, rules breaking, etc... Since we implemented in late April (almost 3 months to the day), there hasn't been a single week that's gone by without us opening at least 1 (and usually 2 or 3) tickets.
It's been a nonstop battle trying to get the system to work smoothly and consistently, and since most of our tickets get closed without any real troubleshooting or resolution, problems pop up repeatedly. But support can't reproduce, soooo...."let us know if it happens again!" So you can wait a week and close the ticket again? Why bother?
I mean, I still bother because I'd rather open tickets and get no resolution than to not even try.
But, yeah. As much as Sprinklr has improved all the work we do, it's also been a massive frustration. Expion was nowhere near as good for moderation in general, but their support was responsive and resolution-oriented. If I could have Sprinklr's functionality with Expion's support, I'd be in heaven.
But for now, I honestly wish I still had Expion. I can work around limited function, but limited support is almost impossible to suffer through.