Sprinklr Overview
Sprinklr is a comprehensive, AI-powered customer experience management (CXM) platform designed to help businesses manage and enhance their interactions across multiple channels, including social media, marketing, customer service, and more.
Key Components of Sprinklr
Sprinklr Social
Sprinklr Social is an AI-powered social media management solution that enables organizations to understand, reach, and engage with customers across over 35 digital and social channels, including Facebook, Instagram, Twitter, LinkedIn, YouTube, TikTok, and WhatsApp. Key features include:
- Broad Channel Coverage: Support for 30 digital channels, with the flexibility to add new channels quickly.
- AI-Driven Automation: Automates social media management with industry-leading AI, generating content faster and with high accuracy.
- Enterprise-Grade Governance: Ensures all engagements are on-brand with custom approval workflows, governance rules, and AI-powered moderation.
- Unified Data Layer: Enables cross-functional reporting and analytics for comprehensive insights across the organization.
Sprinklr Marketing
Sprinklr Marketing is designed to drive content performance and reduce production costs through integrated planning, content reuse, workflow automation, and AI-powered customer insights. Key features include:
- Campaign Planning: Strategically plan budgets, audiences, and creative for ad campaigns across 26 different social channels, apps, and email.
- Automated Workflows: Save time with automated workflows for content sourcing and production.
- Content Creation and Publishing: Create and schedule content across channels with enterprise governance, targeting, advocacy, and influencer management.
- Performance Analysis: Measure ROI of content and operational efficiency through standard and customized reports, visualizations, and advanced measurements.
Sprinklr Insights
Sprinklr Insights turns data into real-time insights, helping businesses make informed decisions and take actions to enhance customer experiences. Key features include:
- Real-Time Insights: Instantly understand trends, topics, and influencers driving the market.
- AI-Powered Insights Assistant: Provides information on root causes and actionable recommendations, including automatic AI-powered summarization of conversations and content.
- Expanded Source Coverage: Capture conversations and user-generated content from major social apps, including those in China like Sina Weibo, Xiaohongshu, and Kuaishou.
Sprinklr Service
Sprinklr Service focuses on customer care, enabling businesses to interact with customers on their preferred channels and improve resolution times. Key features include:
- Omnichannel Engagement: Interact with customers across various channels, including social media, voice, and live chat.
- Automated Routing and Resolution: Enrich and assign customer interactions to the right agents, reducing resolution times and improving customer satisfaction.
- AI-Powered Quality Management: Auto-create and configure parameters for quality scoring, and use generative AI for conversational analytics to highlight contact drivers and detect issues.
Additional Features and Enhancements
AI Capabilities
Sprinklr AI integrates generative AI across the platform, enabling effortless ad content creation, dynamic content adaptation, and streamlined UTM tracking. This AI also powers insights hubs, quality management, and conversational analytics, all with enterprise-level governance, security, and data privacy.
Publishing and Engagement Enhancements
Recent updates include features such as highlighting non-compliant words in real-time, post approval by external users, WeChat post previews, and the ability to incorporate stickers from GIPHY. Additionally, there are enhancements to Instagram Direct Messages, Facebook and Instagram API updates, and the integration of Yammer and Line accounts.
Reporting and Analytics
Sprinklr offers robust reporting capabilities, including the ability to take bulk actions on messages, automatically update SLA presets, export data with customizable delimiters, and include previous to last week date ranges in reporting. The platform also supports tables with no metrics for exports.
Conclusion
In summary, Sprinklr is a unified CXM platform that leverages AI to streamline social media management, marketing, customer service, and insights, providing a comprehensive suite of tools to enhance customer experiences and drive business efficiency.