Sprinklr Overview
Sprinklr is a comprehensive, unified, and modern front-office AI platform designed to integrate and manage various customer-facing functions across an organization. Here’s a detailed overview of what Sprinklr does and its key features:
Unified Customer Experience Platform
Sprinklr is built to connect and unify customer engagement activities across multiple channels, teams, and geographies. It combines social media management, marketing, customer service, and insights into a single, cohesive platform to enhance customer experiences.
Key Components
Sprinklr Social
This module is an AI-powered social media management solution that supports over 35 digital and social channels, including Facebook, Instagram, Twitter, LinkedIn, YouTube, TikTok, and more. It enables businesses to create, schedule, and publish content, engage with customers in real-time, and analyze social media performance. Key features include:
- Broad channel coverage and the ability to add new channels quickly.
- AI-driven automation for content generation, workflow management, and moderation.
- Enterprise-grade governance with custom approval workflows and AI-powered moderation.
- Integrated employee advocacy and social commerce capabilities.
Sprinklr Marketing
This component focuses on driving content performance and reducing production costs through integrated planning, content reuse, workflow automation, and AI-powered customer insights. Key features include:
- Planning and executing campaigns across 26 different social channels, apps, and email.
- Automated workflows and content sourcing.
- Creation, targeting, and scheduling of content with enterprise governance.
- Analyzing ROI and operational efficiency through standard and customized reports.
Sprinklr Insights
Sprinklr Insights turns data into real-time insights, helping organizations understand market trends, topics, and influencers. It allows for instant understanding of customer interactions and enables actions to enhance the brand’s market presence. Key features include:
- Social listening and competitive insights.
- Product insights to understand customer feelings about products.
- Location insights and visual insights.
- Media monitoring and analytics.
Sprinklr Service
This module is designed for customer service, enabling interactions with customers on their preferred channels. Key features include:
- Listening and routing customer inquiries to the right agents.
- Reducing resolution time and improving customer satisfaction through omni-channel dashboards and agent augmentations.
- Measuring ROI and performance of the customer care team through reporting and omni-channel surveys.
AI and Automation
Sprinklr leverages advanced AI and automation across its modules:
- Sprinklr AI : Provides generative AI capabilities for customer service, insights, social media management, and marketing. This includes effortless ad content creation, dynamic content adaptation, and AI-powered insights and analytics.
- Automation: Automates workflows, content generation, and moderation processes to boost efficiency and accuracy.
Governance and Compliance
The platform ensures all engagements are on-brand with:
- Custom approval workflows.
- Governance rules.
- AI-powered moderation.
- Data subject rights and retention policies management.
Reporting and Analytics
Sprinklr offers robust reporting capabilities, including:
- Standard and customized reports.
- Visualizations and real-time dashboards.
- Bulk actions and automated SLA preset updates.
- Export options with various delimiters and date range selections.
Integrations and Scalability
The platform supports extensive integrations with third-party applications and has the flexibility to add new channels quickly. It is designed for global customer experiences, making it ideal for organizations managing complex social media needs across multiple brands, teams, and geographies.
Conclusion
In summary, Sprinklr is a powerful tool that unifies various aspects of customer engagement, leveraging AI and automation to streamline processes, enhance efficiency, and provide comprehensive insights to drive superior customer experiences.