Sprinklr Reviews

I use the Unified-CXM Platform for social listening and engagement with customers across different social media channels, along with extensive reporting.

The most valuable features are case management and reporting. The Unified-CXM Platform also helps in data aggregation and offers the capability to export data in different formats and integrate it with common CRMs like Microsoft 360 or Salesforce. 

Additionally, the ability to manage access to the data and ensure visibility to third parties is quite beneficial. The solution allows me to take data-driven decisions and identify gaps within the business by collecting and labeling data extensively.

For a long-time user like myself, everything feels natural. However, when onboarding new users, the platform requires a lot of fine-tuning, which demands certain expertise on the customer side. There should be more simplification in managing the platform.

I have been using the solution for more than seven years.

The stability is quite good, around nine out of ten. Though the platform itself is stable, sometimes there can be hiccups related to third-party connections like changes in APIs by social networks that might affect token regeneration.

The platform is scalable, rated at about eight or nine out of ten. However, scalability depends on the business infrastructure and the availability of connectors for different tech stacks within a large corporation.

The technical support has improved over the years, from a rating of three to seven out of ten. The interaction could be improved in terms of agility, as sometimes I know better solutions than the support team.

Neutral

In this organization, I did not use a different solution. However, in my previous experiences, I have used Salesforce integrated with Crimson Hexagon, BrandWatch for listening, and Meltwater, among other tools.

The initial setup can be complex depending on the requirements of the business. It requires a clear understanding of requirements and technical background for a smooth implementation.

The implementation team usually includes a business leader who champions the project and technical and business managers, depending on the company's structure and requirements. The number of people involved can vary greatly based on the project's complexity.

The Unified-CXM Platform has enabled cost savings on resources by aggregating data and sorting messages before reaching an agent, reducing the workload and optimizing headcount.

The pricing of the solution is quite high, rated at nine to ten. The cost should be reconsidered given the capabilities provided by the platform.

Users should know precisely what they want and have internal commitments to implement the solution correctly. Lower adoption or pushback from agencies can result in less effective outcomes. It requires a consolidated approach to define what they want and achieve their goals effectively. 

I rate this product an eight out of ten.

It's generally used as a contact center solution. When people are looking at omnichannel and want to integrate applications in silos, like Facebook, WhatsApp, and email, they use Sprinklr. They also want to have one PRI number as the toll-free number. Those are the kinds of use cases, such as email integration, WhatsApp integration, Facebook, Instagram, and emails.

AI manages customer interactions really well, and the flow becomes easier. The best part about AI is its analytics. For example, if a customer has been with the product for past five years, it provides insights into a customer's buying behavior and past issues with the company. This data is important when dealing with a customer on a call or another channel.

Sprinklr's automation tools have improved workflow efficiency for our customers and made their life easier. he integration is better than before because they are really focusing on what they're doing now. Some of our colleagues even moved to Sprinklr from Aethela, and they are really building it up in a better way.

I like the AI part, which provides analytics for calling customers; it is really helpful. It gives the agent everything at their fingertips and makes their life easier. The same agent can multitask, handling WhatsApp, sending emails, and answering calls simultaneously.

If I compare Sprinklr with NICE, people still opt for NICE. This is because they are not as confident with the use cases of Sprinklr, even though Sprinklr is trying to improve. Most C-level people, CIOs, and CXOs look at Gartner & Forrester reports, and NICE is a top leader in those reports. I believe Sprinklr is trying to catch up but needs to bring more value and showcase more use cases.

I would like them to be as simple and easily integrated as NICE.

I have been working with it for three years. It's the latest AI-based version we have been selling in the market.

I would rate the stability a six out of ten. So stability is also something that needs to be improved.

Because it's all about integration, how well the SDKs and APIs are integrated and how well it functions. I have seen those kinds of hiccups.

I would rate the scalability a seven out of ten. It all depends on the team. The team has to be more agile. The moment they have more people on the ground who are willing to go the extra mile, they'll be nine or ten out of ten, but it will take some time. They are building the teams. As I mentioned before, some of our colleagues also moved to Sprinklr. So I believe in the time to come, it will be better.

Currently, we have two to three customers who use Sprinklr. I handle enterprise clients. 

I would rate my experience with the initial setup an eight out of ten, with ten being easy.

Certain kinds of APIs and integration need time because Sprinklr isn't that straightforward. Even though we face challenges with NICE also, I believe the team is more supportive when it comes to NICE. So Sprinklr needs to improve when it comes to the integration part.

Deployment model:

It is mostly on the cloud. However, the deployment model depends on the organization. It's not one size fits all; it has to be tailor-made. If the company is already hosted on AWS, they prefer AWS. If they are already on Azure or most of their applications are on Azure, it's easier to integrate, so they would choose Azure. Some companies still have a private cloud, their own data center. In that case, we have to come up with a hybrid solution and see how we can integrate by using the cloud or maybe keeping it on-premises. It depends.

So it's suitable for all sorts of environments, cloud and on-prem. That's the beauty of the solutions in the market now. You have to be tailor-made; you cannot make one size fits all.

Deployment time:

For all the channels, it takes about two to three months until we complete the entire UAT (User Acceptance Testing). After the UAT, we roll out to a set of customers as a pilot because we sometimes have technical issues and don't want to roll out to all customers and offices at once. So, after a successful pilot, we roll it out to the entire organization.

The technical team takes care of the deployment process.

The pricing is based on the customer and the business. Sprinklr is not cheap, but they are not expensive either, because it's based on a per-user license. I believe they are competitive when it comes to pricing.

For the value for money, I would rate it an eight out of ten. It's quite expensive. But I work with enterprise customers, so they can afford this. They see the features first.

It's all about the solution. Different customers look at the solution in different aspects, and they have different requirements. As long as we can fulfill those requirements, they are happy.

Overall, I would rate it a seven out of ten because at the moment, there is room for improvement. 

Customers today are very smart. They do their homework well. Even I would do the same. When you want to buy a television, you go out, search for different models, look at the features, consider your budget, and then choose what's best for you. 

In today's scenario, customers are smart and compare many solutions, not only Sprinklr. They would compare it with Genesys, with NICE, because these are the top three brands. Then they'll pick and choose whatever gives them the best pricing and what is easiest for their infrastructure. They'll go for what is most suitable. So, my point is to look at different solutions, compare vendors, and see what's personally suitable for YOU and what suits your environment. 

If I want to keep my data closed and have a private cloud, I might go for Sprinklr because it's on-prem and easy for me. But if a company doesn't believe in the private cloud and is already in the public cloud with different providers, maybe they'll look at NICE. It depends. They might look at Genesys as well because it has an equally good system.

I mostly use Sprinklr for social media posts, scheduling, and taking pre-made content, personalizing it, and then sharing and scheduling it. I primarily use LinkedIn.

It's nice. I can schedule all at once. I don't have to think about what I am posting or when I am posting it.

I would say definitely the generated content ideas for my work, including articles, and posts. The scheduling feature is, of course, key just so I can do it in one sitting, plan out the month, and be ahead of everything.

Sometimes I'll log into LinkedIn, and it won't show the scheduled post. I have to go through Sprinklr and double-check. It would be nice if it showed everything I have scheduled also in LinkedIn alone. Sometimes, if I try to use emojis, I'll click on one or search for one, but I can't scroll through them or they don't pop up.

I've been with two separate companies who have used it, and I would say two years.

I feel like I can count on it. I set a post to post at ten AM, and it posts. It's a 100% reliability and capability.

Maybe a seven. It has every platform connected to it, so I'm not sure what else you would do. It's able to adapt. I keep it simple, don't have time for extra features, so it gets the job done.

I have not interacted with a technical support of Sprinklr.

Positive

I just used Sprinklr at my last company and LinkedIn by myself.

I would say eight or nine. It's pretty simple. There's a couple of things you might have to click around and play with. Overall, it's straightforward.

Our home office probably controls all the content pieces. They have a team of under ten. They all have different roles.

It gets your name out there when you're doing posts and increases your impressions on LinkedIn. No direct sales are correlated. Exposure over time compounds.

I don't pay anything for it. I don't know what our office pays. I don't pay anything, so that's great.

I did not evaluate other options.

I recommend it for entrepreneurs who are wearing a lot of different hats. They can have a marketing exposure. 

Overall, I'd rate it nine out of ten. It's the only tool I've used, but it's great for my needs.

Typically, I have a graphic or some rendering that I want to include content with, specifically written content, and I usually include a URL that allows the viewer to select it and continue to read or learn more about my social media post. Sometimes it's for a video, a picture, or a graphic, but it is usually in written form, prompting them to click and continue reading.

I very much like two things. Firstly, I need to be able to use moving images. We were limited in our ability to use graphics with motion, and I think that visually grabs people's attention. Being able to use moving images, like GIFs, is important. Secondly, multi-language support is crucial. Content in multiple languages is important. Also, the metrics I track are about engagement and impressions, and I have achieved high impression rates using Sprinklr. It is easier for participants to share. The platform allows users to share a post with a unique URL, allowing coworkers to make a post of their own. This feature makes impression counts and view rates increase because it appears organic.

The editability of a post is irritating right now. I need to be able to edit posts sometimes. It feels like a post is finalized, and I cannot make the edits I want. This may be due to changes in user permissions, which is a nuisance. Editing a post already marked for publish, a special feature in their platform, is problematic. If I've marked something for publish, I want to be able to edit it. Occasionally, the platform won't allow me to do this. Enhancing the multi-language service would be beneficial too. I want to create the same content across languages effortlessly. Currently, it requires making versions in English, Spanish, Russian, Korean, Japanese, and German. Using tools like ChatGPT helps, but an integrated feature would be handy. Reviewing, confirming, and adding multi-language posts to my Sprinklr account would be highly desirable.

I have been using the solution for probably about eight months.

The platform seems relatively stable, which is helpful in creating active social campaigns. I would rate it about eight out of ten.

I have a pretty sizable team, and I want everyone to have their own accounts, credentials, and platform to make posts. It appears capable of handling multiple hundreds of users, which is exciting. That is a strong point for having a platform that scales well.

We did consider previous solutions. We used a service called Post Beyond. They had static images and graphics only, without moving images that I could upload. They didn't properly support video uploads and had poor multi-language support. These three things are crucial for me.

I found the initial setup to be probably about eight out of ten in terms of difficulty.

I'm just a user, so I don't know how long it took to deploy. I think we've got probably two people working to maintain and ensure it functions correctly. They work in IT and marketing.

The metrics I track focus on engagement and impressions, and I've achieved high impression rates with Sprinklr. This might be because it's easier for participants to share. Platform users benefit from the ability to share posts with unique URLs, allowing coworkers to make posts of their own while appearing organic, thus increasing impression and view rates. Probably around six percent.

I think perhaps the IT team may have considered alternatives, but this was the most superior one.

I would rate it about eight out of ten. Build your own community of people who can expand organic growth.

We have several use cases. The first one is benchmarking and listening. We have been working with Sprinklr team to create special custom benchmarking services to track our competitors and campaigns on social media. 

We have accounts on LinkedIn, YouTube, Facebook, Instagram, and more. In terms of engagement, we primarily use Care Suite, which is integrated into our CRM system. This allows our agents to engage with customers on Facebook, Instagram, LinkedIn, and a third-party website. We have built an architecture behind these processes with Sprinklr and our IT team.

I am mostly impressed with Sprinklr team, particularly their solution architects and engineers, who have been very creative and responsive to every obstacle raised. Sprinklr provides an in-depth, comprehensive solution akin to Salesforce for social media, offering a 360-degree cover with numerous options. It is capable of many tasks, and the out-of-the-box options and custom solutions are very impressive.

One major area for improvement is communication during time-sensitive issues. Their support team should opt for phone calls over emails to resolve issues faster. Another improvement could be made in the user interface, especially right after logging in, as it is overwhelming with content. Reducing the complexity of the UI for new users would be beneficial. Additionally, more ready-made integrations with CRM systems such as Salesforce and other platforms would enhance scalability and save time.

We have been using Sprinklr for a year, more or less. We went live six months ago with the benchmarking and listening suites and one month ago with Care Suite.

The system is very stable. Usually, the issues encountered are related to external platforms, such as when Meta experienced issues that were out of Sprinklr's control.

The solution is somewhat scalable yet requires improvement in pre-existing integrations with CRM systems like Salesforce and Zendesk. The reliance on custom solutions for integrations is time-consuming and resource-intensive, which hampers scalability.

I would rate the technical support as nine out of ten.

Their solution architects and engineers are very responsive and creative, however, during time-sensitive issues, their support team tends to resolve problems via email rather than calling, which could save more time.

Positive

Before Sprinklr, we used Social Studio. We were not satisfied with it as it lacked many features, especially CRM integration.

The initial setup was challenging primarily due to the need for custom solutions. It required a lot of brainstorming and collaboration between our IT team and Sprinklr's team. Although Sprinklr made it easier with their use of Excel sheets for standard implementations, custom solutions required more involvement.

The implementation involved ten people, including two to three people for each suite and collaboration with Sprinklr support team. The care suite took longer due to the custom solutions, requiring more resources and time.

It is too soon to declare a return on investment, as we still need metrics for 2025. However, we have many plans for that year and anticipate seeing a positive return after the metrics are available. I'm confident in a positive ROI as Sprinklr offers numerous capabilities that need proper utilization.

I am not aware of the specific setup costs or pricing, as I was not part of the discovery team. Our IT team made the decision based on our needs and budget, and they found Sprinklr to be the most relevant tool.

I was not involved in evaluating other options. Our IT team conducted the discovery process and decided on Sprinklr.

I rate Sprinklr an eight out of ten. 

For those evaluating this solution, if you plan to integrate Sprinklr with CRM systems, ensure you have enough resources and team members who can dedicate time to the project. Ensuring that you are ready for custom needs is crucial, as Sprinklr may not have out-of-the-box solutions for everything. However, if you're only using Sprinklr platform without integrations, it is straightforward thanks to the provided Excel sheets.

We use four modules in Sprinklr: Care, Engagement, Listening, and Advertising. We use Care to handle social media interactions, Engagement to publish posts from our social media accounts, Listening to collect reports about social media interactions and customers, and Advertising to publish ads on our social media accounts.

The most important feature of Sprinklr is its high availability since it is a cloud solution. 

Additionally, it collects reports about social media interactions worldwide and monitors our social media accounts across various platforms, providing a good customer experience.

The interaction and integration with our CRM should be improved, especially to ensure security with on-premises solutions and to be suitable for banking environments. The voice part should also be integrated with the CRM and enhanced with reporting features.

I have been using Sprinklr for around two years.

Over the past two years, Sprinklr has been stable and reliable, which is very important for our digital banking environment. I rate the stability ten out of ten.

Sprinklr's scalability is rated at eight out of ten because it is easy to extend the number of licenses, accounts, and agents. This flexibility benefits us as a cloud solution, allowing configurations to be made from Sprinklr's side without altering basic configurations.

We haven't engaged with their support much, however, Sprinklr has a good support model with a support team and customer success management team.

Neutral

For social media, I did not use a different solution before Sprinklr. However, I used a contact center solution for voice interactions, not social media.

The initial setup was not difficult as the Sprinklr team handled the deployment and configuration within expected timelines.

For implementation, we have to improve technical documentation. We haven't deployed ourselves; we rely on the Sprinklr team for this.

From a cost perspective, it requires replacing, but in terms of business benefits, Sprinklr provides a very good customer experience, which is the major benefit for us.

The pricing is rated ten out of ten as Sprinklr is the most expensive solution in our organization and they should consider country-specific pricing, not just region-based, as it is too expensive for the features provided.

Before choosing Sprinklr, we evaluated other options and vendors, however, Sprinklr was the best solution for handling Care and social media interactions.

For new users, consider starting with the lowest pricing quotation as Sprinklr is very expensive, especially for organizations in the Middle East. 

Overall, I rate Sprinklr nine out of ten for its effectiveness.

The usual use cases involve customers coming with a set of queries, particularly in the crypto space, such as transactions or deposit status inquiries. The solution is predominantly used on the chat perspective, involving both chatbots and live agents. If issues can't be resolved via chat, an email ticket is created. Additionally, customer escalations on social media channels are managed by a dedicated social team, and all these activities are managed on Sprinklr.

Sprinklr enhances customer engagement strategies across multiple channel nodes, offering a one-stop solution without the need for any external tools. This includes live chat, chatbots, email, and social listening. Customization is a significant feature, allowing detailed insights and the creation of custom metrics.

Customization and custom rule engines are highly valuable, enabling the creation of custom rules tailored to specific needs. These features effectively automate email and chat processes, distinguishing Sprinklr from other solutions such as FreshWorks that have limited automation capabilities.

The support system is a major drawback because there is no live chat system for immediate issue reporting, leading to delayed resolutions. Basic BI features are lacking, and integration of external solutions involves additional costs and time-consuming activities. These are areas that need improvement.

I have been working with Sprinklr for close to a year now.

I would rate the stability as a seven out of ten. However, there's an issue every time updates occur on Sprinklr's end, which can affect business activities. Improving stability would be beneficial.

Scalability could be improved. With a rating of six point five out of ten, the solution's ability to scale does not fully meet expectations, especially with its current limitations.

The technical support is rated as a five out of ten due to the absence of live chat for immediate assistance and the slow speed of resolution.

Neutral

Before Sprinklr, Zendesk was used. FreshWorks was also discussed as an option but did not meet the requirements at that time.

The initial setup is rated as seven out of ten, leaning towards the complex side, which involved back-and-forth interactions that delayed integration but eventually led to process improvements.

Around three to five members were involved, two of which were product specialists actively overseeing the deployment, while the rest provided backup support.

The return on investment includes avoiding costs for separate external tools for quality, training, and social management, making Sprinklr operationally valuable.

The pricing of Sprinklr is rated as ten out of ten, indicating it is very expensive. Specific costs can't be disclosed.

FreshWorks was considered but did not meet the requirements, prompting the decision to go with Sprinklr.

Set clear expectations and negotiation metrics before finalizing any contracts. Additional support services might incur extra costs. The tool is more suited for larger enterprises over smaller operations.

We use Sprinklr for our social media management, covering everything from X to Facebook, YouTube, and LinkedIn. We utilize it for advertising, organic publishing, tracking analytics, reporting, and asset management. We have about one hundred eighty people in our association using it.

Everything is integrated in one platform. Without Sprinklr, we would need to manage each social media tool separately, which would be very time-consuming. It allows us to efficiently publish content across multiple channels using the same assets and style of verbiage, enhancing productivity.

Sprinklr could be more drag-and-drop friendly. It could have proper sortability and be more intuitive. The terminology might be confusing if you are not well-versed in social media terms. Advertising is difficult with many screens and nonsensical error codes. Communication in feature updates is poor, with no clear notifications of changes.

We have been using it since twenty seventeen, so that is seven years.

On a scale of one to ten, I would rate it at 6.5. Bugs and issues exist, such as API disconnections if account passwords change.

New features are added, but there is poor communication about changes with each release. Users can be unaware of new additions or removals, causing confusion.

I have interacted extensively with their support team based in India. While the staff is nice, the communication can be unclear, leading to excessive email exchanges. I manage all support communication for our staff to ensure issues are resolved promptly.

Neutral

We conducted an RFP last year and considered other cheaper options, however, we wanted a one-stop shop solution to avoid multiple tools.

Sprinklr is expensive compared to other options. Though it was part of our one-stop shop decision, the cost is significant due to the issues and limitations we have faced.

Depending on someone's needs, based on the price and functionality, I would lean towards no recommendation. We have restructured our workspaces and worked with their project teams, but its functionality is more developer-focused than user-friendly.

I'd rate the solution five out of ten.

I am using it for data analysis in many social media aspects.

We use Sprinklr for customer business and integration purposes. It significantly helps with the automation and labelling of customer inquiries, supports team processes, and provides automated routing for various customer queries.

The most effective feature is the automation of the routing engine. Although it required me to do a lot of work as an admin, it greatly helped the operational side. I can build rules for users, set routing for different types of customer queries, and auto-tagging for marketing purposes. Additionally, the tool has significantly decreased our response times and improved user and customer experiences.

Sprinklr should consider not charging for everything. Services such as premium support and onboarding should be part of the deal. Another area for improvement is to speed up on AI technology since other tools provide more advanced AI features.

I have been working with Sprinklr for more than five years.

The solution is stable; I have not experienced any performance issues.

Sprinklr is scalable.

General customer support rates four to five out of ten. Premium support, which is paid, receives a ten out of ten rating. 

The technical support for a complex business model was challenging because the support team did not always understand our specific needs.

Positive

I have worked with various solutions such as Conversocial, Social Engage, and other platforms for social data and support reporting.

The initial setup was complex. We worked step-by-step to build rules with the help of a consultant from Sprinklr, and it took about three months to get everything set up.

It was just me from the client side and one guy from Sprinklr working on the implementation. After setup, there are about one hundred users.

Sprinklr charges fees for onboarding, premium support, and other services, which should ideally be part of the package.

Learn everything from the onboarding point. Do not rely heavily on support unless you have the budget for premium support. It's crucial to utilize the onboarding period to understand the tool thoroughly.

I'd rate the solution nine out of ten.

I use it for managing customer service.

The interface is the most valuable feature to me.

There could be more videos on how to use Sprinklr. For example, there could be detailed platform guides explaining everything.

I have used the solution for one and a half years.

The solution is quite stable.

It is quite scalable.

The quality of customer service is good.

Positive

I also use Hootsuite.

I think the initial setup is moderate.

The implementation is done by a team.

I'm not really into working with the pricing. The other team is handling it, so I'm not really sure. I think the pricing is okay for an enterprise.

Sometimes, we use help from the Sprinklr support team. 

The overall product rating is nine out of ten.