Sprinklr is a comprehensive, cloud-based customer experience management (CXM) platform designed to help organizations manage and enhance their interactions across various digital channels. Here’s an overview of what Sprinklr does and its key features:
Core Functionality
Sprinklr integrates multiple functions to create a unified platform for managing social media, marketing, customer service, and more. Here are the primary components:
Social Media Management
Sprinklr Social
- Allows businesses to manage social media activities across over 35 digital and social channels, including Facebook, Instagram, Twitter, LinkedIn, YouTube, and more. It facilitates content creation, scheduling, and publishing, as well as real-time engagement with customers.
Content and Campaign Management
Sprinklr Marketing
- Enables organizations to plan, produce, publish, and analyze content and advertising campaigns. It includes capabilities for integrated planning, automated workflows, content reuse, and AI-powered customer insights. This module also supports campaign strategy, execution, and optimization across multiple channels.
Customer Service
Sprinklr Service
- Focuses on customer care by enabling interactions with customers on their preferred channels. It includes features for routing, resolving issues, and measuring the performance of customer care teams. This module supports omni-channel dashboards, agent augmentations, bots, and communities to enhance customer satisfaction.
Insights and Analytics
Sprinklr Insights
- Turns data into real-time insights, helping businesses understand market trends, topics, and influencers. It uses AI and natural language processing to provide actionable insights, enabling organizations to make informed decisions and improve customer experiences.
Key Features
Broad Channel Coverage
- Supports over 30 digital channels, ensuring that businesses never miss customer interactions. It also offers the flexibility to add new channels within weeks.
AI-Powered Automation
- Leverages industry-leading AI to automate social media management, content generation, and workflow processes. This AI-first approach enhances efficiency and accuracy, with over 1000 use cases for insights and workflow automation.
Enterprise-Grade Governance
- Ensures all engagements are on-brand with custom approval workflows, governance rules, and AI-powered moderation. This feature is crucial for maintaining consistent and compliant content across all channels.
Unified Data Layer
- Provides a unified data layer that enables cross-functional reporting and analytics, offering comprehensive insights across the organization. This integration helps in making informed decisions and enhancing overall customer experience.
Reporting and Analytics
- Offers robust reporting capabilities, including automated real-time dashboards, advanced measurement, and the ability to export data in various formats. It also includes features like bulk actions, SLA preset auto-updates, and customizable delimiters for CSV exports.
Content Management and Compliance
- Allows for the creation, scheduling, and publishing of content with features like highlighting non-compliant words, post approval by external users, and the ability to preview and share posts before publication.
Integration and Customizability
- Integrates with various third-party applications and allows extensive customizability to meet specific business needs. It supports social asset management, allowing users to protect, share, and reuse successful content.
In summary, Sprinklr is a powerful CXM platform that unifies social media management, content marketing, customer service, and analytics into a single, AI-driven solution. Its broad channel coverage, enterprise-grade governance, and advanced AI capabilities make it an ideal choice for organizations seeking to enhance their customer experiences and streamline their digital operations.