What is Sprinklr?
Sprinklr is an omnichannel customer experience management platform that leverages AI to improve customer interactions, empower live agents, and increase conversions. It integrates multiple business functions, including customer service, social media management, marketing, and analytics, into a single unified interface.
Key Products and Features
Sprinklr Service
This is Sprinklr’s flagship product, focusing on omnichannel customer service and Contact Center as a Service (CCaaS). Key features include:
- Omnichannel Support: 30 voice and digital communication channels with omnichannel routing, blended voice calling, live website chat, and video commerce.
- Agent Productivity: AI-powered GenAI Agent Assist, agent knowledge base, 360-degree customer views, and real-time activity monitoring.
- Workforce Management: Forecasting, scheduling tools, quality management, and personalized agent coaching.
- Self-Service: 24/7 omnichannel self-service capabilities.
Sprinklr Social
This AI-powered social media management solution helps organizations manage and engage with customers across multiple social media channels. Key features include:
- Broad Channel Coverage: Support for 30 digital and social channels, including Facebook, Instagram, Twitter, LinkedIn, YouTube, and TikTok.
- AI-Powered Automation: Automates repetitive social media tasks, provides real-time content suggestions, sentiment analysis, and generative AI for content creation.
- Enterprise-Grade Governance: Custom approval workflows, governance rules, and AI-powered moderation to ensure on-brand engagements.
- Unified Strategy: Integrates consumer intelligence, marketing, and customer service on a single platform.
Sprinklr Insights
This product focuses on analytics and insights, using AI and natural language processing (NLP) to capture customer experience data. Key features include:
- Social Listening: Voice of the customer feedback, reputation management, brand monitoring, and crisis management.
- Competitive Insights and Benchmarking: Analyzes performance across various channels and benchmarks against competitors.
- Product Insights: Understands customer feelings and interactions with products to enhance the product experience.
- Location Insights and Visual Insights: Provides detailed insights at the country to neighborhood level and analyzes visual content.
Sprinklr Marketing
This product is centered on content marketing, campaign planning, and social advertising. Key features include:
- Content Marketing and Campaign Planning: Tools for scheduling and publishing content across multiple channels.
- Social Advertising: Optimizes social advertising campaigns and integrates social media with e-commerce to drive sales.
- Marketing Analytics: Comprehensive analytics to measure campaign success and ad comment moderation.
Additional Capabilities
- Integration and Customizability: Deep integrations with popular CRM, team collaboration, marketing, and other business communication tools. The platform is highly customizable to meet specific business needs and workflows.
- AI and Automation: Sprinklr AI is central to all products, automating tasks, providing real-time analytics, and enhancing agent interactions and customer engagement.
- Reporting and Analytics: Robust reporting capabilities that provide comprehensive insights across various channels, including the ability to export data in multiple formats and delimiters.
In summary, Sprinklr is a powerful platform that unifies customer service, social media management, marketing, and analytics, leveraging AI to streamline processes, enhance customer experiences, and drive business efficiency.