Sprinklr and Zendesk compete in the customer engagement platform category. Zendesk seems to have the upper hand with its user-friendly interface and extensive integration options, which offer a better user experience.
Features: Sprinklr offers advanced automation capabilities, including custom rule engines and AI features, to enhance multitasking across platforms such as WhatsApp, email, and calls. Its Unified-CXM Platform supports comprehensive data aggregation and CRM integration, and it manages multiple social media channels in a single interface. Zendesk is praised for its reliable ticket management and customizable workflows with integration options like Jira, providing simplicity and adaptability with features such as macros and a self-service portal to enhance user experience.
Room for Improvement: Sprinklr could benefit from enhancing its integration offerings and simplifying its user interface for new users. Challenges include non-intuitive design and a need for better CRM integration. Zendesk faces criticism for limited customization, complex triggers, and high costs. Users express the need for better analytics, integration, flexibility in role assignments, and improved ticketing workflows.
Ease of Deployment and Customer Service: Sprinklr typically deploys on Public Cloud, offering flexibility but some users report challenges in communication and responsiveness during urgent issues. Zendesk, available on Public, Private, and Hybrid Cloud, receives mixed reviews for technical support, providing good assistance but lacking immediacy in solving problems. Both platforms efficiently integrate but could improve interactivity and support.
Pricing and ROI: Sprinklr is considered expensive due to its licensing model, with significant operational value reported by enterprise clients. Zendesk is also seen as pricey, especially at the enterprise level with added costs for certain features. Still, it is valued for its comprehensive support capabilities. Both platforms are recognized for cost-effectiveness but might not suit budget-conscious users seeking economical alternatives.
| Product | Mindshare (%) |
|---|---|
| Sprinklr | 10.1% |
| HootSuite | 8.4% |
| Sprout Social | 7.8% |
| Other | 73.7% |
| Product | Mindshare (%) |
|---|---|
| Zendesk | 4.8% |
| ServiceNow | 15.8% |
| JIRA Service Management | 7.3% |
| Other | 72.1% |
| 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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