Sprinklr and Zendesk both compete in the customer relationship management space. Based on the data, Sprinklr appears to have an upper hand in automation and AI analytics, while Zendesk excels in ticket management and integration capabilities.
Features: Sprinklr offers comprehensive automation capabilities and integration options, enabling efficient management of community interactions. It also supports AI analytics, multi-language support, and simultaneous handling of multiple customer interaction channels. Zendesk is noted for its ticket management system, ease of configuration, robust macro customization, and a self-service portal. Both platforms feature valuable reporting tools.
Room for Improvement: Sprinklr users need better integration and more advanced AI features. The platform's complexity can be daunting for beginners, and communication during critical issues could improve. Zendesk users seek more intuitive customization options, improved integrations, and enhanced reporting functionalities. A more intuitive user experience is also desired.
Ease of Deployment and Customer Service: Sprinklr primarily utilizes public cloud deployment, with users appreciating the responsive support team, though faster resolution during critical times is desired. Zendesk offers flexible deployment options across private, public, and hybrid clouds, but users encounter challenges due to the lack of live chat and slow resolution. Zendesk's support is often criticized for not meeting complex business needs.
Pricing and ROI: Sprinklr is expensive, especially in onboarding and premium support, but it offers substantial ROI by enhancing customer experience and operational efficiencies. Its pricing is adaptable to diverse needs. Zendesk's pricing can be high, especially at the enterprise level, but offers competitive value through workflow efficiencies and customer insights. Both platforms are seen as valuable despite their costs, with Zendesk's flexible licensing noted for potentially reducing agent costs.
| Product | Market Share (%) |
|---|---|
| Zendesk | 14.5% |
| Sprinklr | 14.8% |
| Other | 70.7% |
| Company Size | Count |
|---|---|
| Small Business | 1 |
| Midsize Enterprise | 5 |
| Large Enterprise | 6 |
| Company Size | Count |
|---|---|
| Small Business | 36 |
| Midsize Enterprise | 21 |
| Large Enterprise | 11 |
Sprinklr provides a comprehensive Unified-CXM Platform offering AI analytics, automation, integration with CRMs, and social media management to enhance customer interactions and operational efficiency.
Sprinklr is designed to support data-driven decisions by offering tools for social media management, content scheduling, and automation. It allows businesses to seamlessly manage customer interactions across channels, leveraging custom rule engines and AI analytics. While its customization, reporting, and case management features are appreciated, improvements in integrations and live support are noted. Users find onboarding complex and seek a more streamlined interface and advanced features like enhanced CRM interaction and post-editing capabilities. The platform is particularly useful in managing omnichannel engagement, integrating platforms like Facebook, WhatsApp, LinkedIn, YouTube, and Instagram, and providing extensive analytics and reporting.
What are the key features of Sprinklr?Sprinklr is particularly effective for industries like cryptocurrency, where managing customer interactions via chatbots, live agents, and integrated platforms such as Facebook and WhatsApp is vital. Businesses use it for social listening, analytics, and advertising on platforms like LinkedIn and Instagram, benefiting from modules focused on care, engagement, listening, and advertising.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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