Sprinklr Overview
Sprinklr is a comprehensive, AI-powered platform designed to unify and enhance customer-facing operations across various business functions, including social media management, customer service, marketing, and insights.
Key Components of Sprinklr
Sprinklr Social
Sprinklr Social is an AI-powered social media management solution that enables businesses 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 multiple digital channels to ensure no customer interaction is missed.
- AI-First Approach: Automates social media tasks, generates content, and provides sentiment analysis with over 90% accuracy.
- Enterprise-Grade Governance: Custom approval workflows, governance rules, and AI-powered moderation to ensure on-brand engagements.
- Unified CXM: Integrates social media management with consumer intelligence, marketing, and customer service on a single platform.
Sprinklr Insights
Sprinklr Insights is a module that turns data into real-time insights, allowing businesses to make informed decisions and take actions to enhance the customer experience. Key capabilities include:
- Listening: Leverages a vast repository of public digital data to listen to billions of conversations.
- Learning: Converts data into actionable insights across the enterprise.
- Acting: Enables real-time decisions and actions through a unified platform.
Sprinklr Service
Sprinklr Service is designed to reduce the cost of customer support by applying smart, automated, and AI-driven technologies. Key features include:
- Unified Customer View: Contextualizes conversations, manages cases, and resolves problems efficiently.
- Rules-Based Routing: Automatically assigns cases to the right agents.
- Agent Augmentations: Uses bots and other tools to reduce resolution time and improve customer satisfaction.
Sprinklr Marketing
Sprinklr Marketing focuses on content marketing, campaign planning, and social advertising. Key functionalities include:
- Planning: Increases ROI of content through reuse across channels, markets, and business units.
- Production: Saves time with automated workflows and content sourcing.
- Publishing: Creates and schedules content across channels with enterprise governance.
- Analysis: Measures ROI and operational efficiency through standard and customized reports.
Additional Features and Enhancements
Product Insights
Sprinklr’s Product Insights is an AI-powered tool that captures customer experience data at the point of interaction, converting it into insights to enhance the product experience, deliver superior brand value, and directly engage customers to improve their satisfaction.
Reporting and Analytics
Sprinklr offers robust reporting capabilities, including the ability to export data in various formats (e.g., CSV with customizable delimiters), automatic updates of SLA presets, and the inclusion of previous date ranges for reporting. It also provides comprehensive analytics to measure campaign success and customer engagement.
Automation and Governance
The platform includes features such as AI-powered automation for repetitive tasks, content recommendations, and sentiment analysis. It also offers custom approval workflows, governance rules, and moderation processes to ensure all engagements are on-brand.
Integration and Customizability
Sprinklr allows for seamless integration with other business systems and offers extensive customizability to tailor the platform to specific business needs and workflows. This includes managing integrations with third-party applications and embedding social assets onto digital properties.
Conclusion
In summary, Sprinklr is a unified front-office platform that leverages AI and automation to streamline social media management, customer service, marketing, and insights, providing a holistic approach to enhancing customer experiences and driving business efficiency.