Sprinklr - Detailed Review
Media Tools
Sprinklr - Product Overview
Sprinklr is a comprehensive, AI-driven customer experience management platform that caters to businesses of all sizes. Here’s a brief overview of its primary function, target audience, and key features:
Primary Function
Sprinklr is an omnichannel platform that integrates customer service, marketing, social media management, and analytics. It aims to improve the customer experience, empower live agents, and increase conversions by leveraging advanced AI technology.Target Audience
Sprinklr is trusted by some of the world’s biggest brands, indicating its suitability for large enterprises. However, its scalable solutions also make it accessible to businesses of various sizes, from medium to large-scale organizations.Key Features
Customer Service
- Sprinklr Service: Offers a digital-first, proactive customer experience solution with features like Contact Center as a Service (CCaaS), Self-Service Community, Live Chat, and Conversational AI & Bots. It also includes tools for Contact Center Intelligence, Contact Center Automation, and Agent Assist to enhance agent productivity and customer satisfaction.
Social Media and Content Management
- Sprinklr Social: Allows scheduling and publishing content across over 30 social, messaging, and review channels. It includes features like custom editorial calendars, AI-generated content, and smart AI post scheduling to maximize engagement. The platform also offers in-depth listening capabilities, including voice of the customer feedback, reputation management, and competitor insights.
Analytics and Insights
- Sprinklr Insights: Provides AI-powered research and analytics to make informed decisions. This includes Social Listening, Competitive Insights and Benchmarking, Product Insights, Location Insights, and Visual Insights. It helps in understanding customer preferences, sentiments, and behaviors across various digital and social channels.
Marketing
- Sprinklr Marketing: Helps build and protect brand reputation through Campaign Planning & Content Marketing, Marketing Analytics, Advocacy, and Social Advertising. It integrates third-party data to provide full-funnel insights and manages brand risk with enterprise governance.
Audience Insights
- Sprinklr’s AI audience insights analyze billions of real-time digital signals to understand customer interests and affinities. This allows for creating custom audience segments, identifying new business opportunities, and maximizing ROI. The platform can target audiences based on network graphs, posted content, social profiles, and engagement metrics.
Sprinklr - User Interface and Experience
User Interface
Sprinklr’s user interface is described as comprehensive but can be challenging for new users. While the platform offers a wide range of features, including unified customer experience management, social listening, and AI-driven insights, it is often regarded as cluttered and difficult to navigate without proper training.
The platform includes features like Persona Apps, which are simplified UI layers designed for different user roles such as social media managers and content managers. This design helps users focus on the information relevant to their role, reducing the clutter and making the platform more manageable.
Ease of Use
Sprinklr’s ease of use is a mixed bag. On one hand, the platform offers powerful tools and integrations that can significantly streamline social media management and customer experience tasks. However, it has a lower ease-of-use rating compared to some competitors, such as Sprout Social. According to G2 reviews, Sprinklr scored an 8.4 for ease of use, while Sprout Social scored an 8.8.
New users often face a steep learning curve, which can delay the onboarding process and require more time and support to get up and running. This is particularly noted in the setup and administration aspects, where Sprinklr received lower ratings compared to Sprout Social.
Overall User Experience
Despite the initial challenges, Sprinklr’s user experience can be highly beneficial once users become familiar with the platform. The integration of AI capabilities, such as Sprinklr AI , allows customer-facing teams to utilize generative AI with ease, which can significantly enhance content creation, translation, and other tasks.
The platform’s ability to manage customer experience across various touchpoints, including social media, on a unified platform is a strong point. It enables consistent and personalized interactions with customers, enhancing their overall experience with the brand.
Customer testimonials highlight that while there is an initial learning curve, the platform’s capabilities in real-time data visualization, automated workflows, and AI-driven insights make it very valuable for managing and improving customer interactions.
In summary, while Sprinklr’s user interface is feature-rich and powerful, it may require some time and training to fully leverage its capabilities. Once familiar, users can benefit from its extensive tools and AI-driven features to manage social media and customer experience effectively.
Sprinklr - Key Features and Functionality
Sprinklr Overview
Sprinklr, a comprehensive social media management tool, integrates advanced AI capabilities to streamline and enhance various aspects of social media management. Here are the key features and how they work:
Unified Customer Experience Management (Unified-CXM)
Sprinklr’s Unified-CXM allows you to manage your customer experience across multiple touchpoints, including social media, from a single platform. This ensures consistent and personalized interactions with your online customers, enhancing their overall experience with your brand.
AI-Driven Capabilities – Sprinklr AI
Sprinklr AI , powered by Google Cloud’s Vertex AI and OpenAI’s GPT models, integrates generative AI into the platform. This enables customer-facing teams to use AI capabilities with ease, such as:
- Content Ideation and Creation: AI helps in generating content ideas, creating copy, and reviewing it to ensure quality and consistency.
- Translation: AI can translate content to cater to diverse global audiences.
- Tone Moderation: Ensures that the tone of the content aligns with the brand’s voice.
- Language Translation: Translates content in real-time to reach a broader audience.
Smart Scheduling
The AI auto-schedules posts to publish at the best times possible, maximizing content reach and engagement. This feature uses data and analytics to determine optimal posting times, ensuring your content gets the most visibility.
Omnichannel Publishing
Sprinklr allows you to publish content across over 30 social media channels simultaneously. You can preview posts, make channel-specific customizations, and schedule posts at AI-recommended times. Additionally, you can boost posts through ads to increase their reach.
Engagement Dashboard
This feature provides a single space to view comments, mentions, and messages across all channels. It includes:
- Sentiment Analysis: AI-powered sentiment analysis helps in understanding the sentiment behind incoming messages and categorizes them by sentiment and intent.
- Message Routing and Responses: Automates message routing and responses, ensuring timely and appropriate engagement.
- Compliance Alerts: AI-powered compliance alerts help in maintaining brand consistency and adhering to brand guidelines.
Editorial Calendar
The editorial calendar gives you a complete overview of your posts, events, and campaigns. You can customize views, filter content, manage approvals, and collaborate on tasks effortlessly. This helps in planning and organizing content in advance.
Digital Asset Manager
This tool allows you to create, store, and organize content in one place. You can identify top-performing media, bulk upload assets, search content, and seek approvals all from a single space.
Listening and Analytics
Sprinklr’s listening tool integrates social listening across 30 digital and social channels. It categorizes messages by intent, enabling targeted engagement and boosting productivity. The platform also provides AI-powered detailed reports and analytics to measure the effectiveness of social media campaigns and strategies.
Persona Apps
Sprinklr offers simplified UI layers, known as Persona Apps, which are purpose-built for different roles such as social media managers and content managers. This ensures that users see only the information relevant to their role, eliminating unnecessary features and enhancing productivity.
Global Reach and Localization
Sprinklr is designed to support businesses with a global presence. Its localization features allow you to tailor your content and messaging to resonate with diverse audiences around the world, ensuring your brand message is consistent and effective globally.
Integrations
Sprinklr integrates with various software and tools, such as Adobe Analytics, Adobe Experience Manager, MailChimp, and Microsoft Dynamics 365, among others. These integrations enable seamless data unification and collaboration across different teams, including marketing, sales, and customer service.
These features collectively make Sprinklr a powerful tool for managing social media presence, enhancing engagement, and driving revenue through AI-driven insights and automation.
Sprinklr - Performance and Accuracy
Performance
Sprinklr’s AI tools demonstrate strong performance across various marketing and advertising functions. Here are some highlights:Campaign Orchestration
Sprinklr’s platform enables end-to-end campaign management, from tracking relevant conversations to delivering hyper-personalized content and analyzing performance on a unified dashboard. This comprehensive approach helps businesses achieve up to 50% higher ROI while reducing operational costs.Dynamic Creative Optimization
The platform uses AI to optimize ad creatives, leading to significant improvements in return on ad spend (ROAS). For example, a global automobile manufacturer saw a 55% increase in ROAS and a 1.5x increase in ad click-through rates using Sprinklr’s Dynamic Creative Optimization Platform.Efficient Execution
Sprinklr facilitates efficient execution at scale, as seen with the world’s largest alcoholic beverage company, which recovered $1.2 million of re-investable marketing budget through the platform.Accuracy
Sprinklr’s AI models are built to ensure high accuracy:High Accuracy Rates
Sprinklr claims to achieve 90% accuracy with its specialized AI models, which are fine-tuned for specific industries and brands. These models are continuously improved through implicit and explicit feedback loops.Industry-Specific Models
With over 750 pre-built AI models across 60 verticals, Sprinklr’s AI is highly accurate and relevant to various business use cases. This reduces setup time and accelerates the time-to-value for businesses.Sentiment Analysis and Content Creation
Sprinklr’s AI tools accurately analyze sentiment behind incoming messages and categorize them by sentiment and intent. Additionally, the AI assists in content creation, ensuring tone moderation and language translation accuracy.Limitations and Areas for Improvement
While Sprinklr’s AI tools are highly effective, there are some limitations and areas where improvements could be made:LinkedIn API Limitations
Sprinklr faces certain limitations due to LinkedIn API restrictions. For example, it cannot manage LinkedIn job postings, products, or publish certain types of content like LinkedIn Live Videos or Carousel Posts. Additionally, some reporting metrics, such as shares and impressions for LinkedIn videos, are not available.Channel-Specific Restrictions
The platform has to adhere to channel guidelines, which can sometimes limit the flexibility in creative optimization. For instance, ensuring compliance with each channel’s benchmarks can be a challenge, although Sprinklr’s AI helps in this regard.Engagement
Sprinklr’s tools are designed to enhance engagement through various features:Hyper-Personalized Content
The platform delivers content tailored to each target demographic, which maximizes engagement. It also uses AI to optimize ads dynamically, showing the most impactful ones to the target audience.Timely Customer Support
Sprinklr’s AI enables timely customer support on preferred channels, fostering trust and loyalty. For example, Microsoft used Sprinklr’s AI to respond 30% faster to customers with 95% accuracy. In summary, Sprinklr’s AI-driven media tools demonstrate strong performance and accuracy, with a focus on enhancing engagement and campaign effectiveness. However, there are some limitations, particularly related to API restrictions and channel-specific guidelines, that need to be considered. Sprinklr - Pricing and Plans
Understanding Sprinklr’s Pricing Structure
To understand the pricing structure of Sprinklr, particularly in the context of its media and social media management tools, here are the key points:
Pricing Tiers
Sprinklr offers two main pricing tiers for its social media management products: Advanced and Enterprise.
Advanced Plan
- The Advanced plan for Sprinklr Social is priced at $299 per user per month, but it must be paid annually, resulting in an upfront payment of $3,588 per year for one user.
- Additional users are charged at the same rate of $299 per user per month, with no discounts for multiple users. For example, a team of three users would cost $8,964 per year.
- This plan does not include technical support, such as email, chat, or phone support.
Enterprise Plan
- The Enterprise plan is custom and requires a direct quote from Sprinklr. There is no publicly listed pricing for this tier, and it is tailored to the specific needs of larger organizations.
Features
Sprinklr Social
- The Advanced plan includes features such as content scheduling and publishing, approval workflows, tags and labeling, bulk content uploads, calendar notes, custom reports, and AI content generation.
- It allows users to manage social media output across different brands, teams, and geographies, and ensures consistent and scalable social output.
Other Products
- Sprinklr also offers other products like Sprinklr Service (a contact center as a service), Sprinklr Marketing (managing organic and paid campaigns), and Sprinklr Insights (an AI tool for categorizing customer comments). These products have separate pricing structures, with the Self-Serve plan for Sprinklr Service starting at $249 per user per month.
Free Options
- Sprinklr does not offer a free plan. However, it does provide a 30-day free trial for some of its products, such as the Self-Serve plan for Sprinklr Service, which allows potential customers to explore the service without a financial commitment.
Additional Costs
- For the contact center product, additional costs may include fees for third-party carriers like Amazon Connect or Twilio, as well as optional setup fees.
In summary, Sprinklr’s pricing is structured around two main tiers, with the Advanced plan being the only one with publicly available pricing. The Enterprise plan requires a custom quote, and there are no free plans available, although a free trial is offered for some products.
Sprinklr - Integration and Compatibility
Integrations with Other Tools
Sprinklr integrates with various tools across different categories to unify data and enable seamless collaboration:Marketing Automation
Sprinklr integrates with tools like Adobe Marketo Engage, MailChimp, and Freshsales to automate and personalize marketing campaigns. For example, the Adobe Marketo Engage integration allows marketers to target qualified leads and execute automated campaigns across multiple digital channels.Analytics Tools
Integrations with Google Analytics and Adobe Analytics enable marketers to capture multi-channel metrics, optimize campaign performance, and track key metrics. For instance, the Google Analytics integration allows for the automatic creation and application of custom campaign parameters and optimization of campaigns based on business outcomes.Digital Asset Management
Sprinklr integrates with Adobe Experience Manager (AEM), MediaValet, and Sitecore to synchronize assets and provide detailed analytics on top-performing assets. This facilitates easy publishing and planning of content across modern channels.Customer Feedback and CRM
Integrations with Medallia, Microsoft Dynamics 365, SAP Service Cloud, and ServiceNow help in analyzing customer feedback and unifying customer service operations. For example, the ServiceNow integration enriches incidents with customer interactions from social channels powered by Sprinklr.Conversational AI
Sprinklr integrates with Kore.ai and Microsoft Bot Framework to extend its conversational AI capabilities, allowing for the management of transitions between automated and human care agents across different digital channels.Advertising and Media Management
The integration with Mediaocean’s Prisma platform helps agencies integrate social ad buying capabilities, reduce costs, and increase efficiency. This integration allows for holistic visibility into cross-channel campaigns and automates ad campaign processes.Compatibility Across Different Platforms and Devices
Sprinklr ensures broad compatibility to cater to various user needs:Web Browsers
Sprinklr supports evergreen browsers like Google Chrome, Firefox, and Opera, as well as non-evergreen browsers such as Safari and Microsoft Edge. It no longer supports Internet Explorer following Microsoft’s announcement. The platform provides support for the latest version and the two last major release versions of evergreen browsers.Mobile Devices
The Sprinklr Extend Mobile App works seamlessly on both Android and iOS devices, ensuring advocates can access the complete advocacy platform from anywhere. This app supports native sharing on Facebook and Instagram, as well as external sharing via other channels like WhatsApp and email.Cross-Platform Functionality
Sprinklr Advocacy works across all browsers, desktops, tablets, and mobile devices, ensuring a consistent and enjoyable user experience. This cross-platform compatibility increases productivity and efficiency by allowing users to stay updated and engaged regardless of their location. In summary, Sprinklr’s extensive integrations with various tools and its broad compatibility across different platforms and devices make it a versatile and efficient solution for managing social media, marketing, customer service, and other business operations. Sprinklr - Customer Support and Resources
Customer Support
Sprinklr provides 24/7 support through its Support Team. You can access this support by submitting a Support Ticket directly through the Sprinklr Support Portal or by emailing tickets@sprinklr.com.
Training and Resources
The Sprinklr Support Portal serves as an On-Demand resource, offering recorded webcast training sessions and a Training Calendar. These training sessions are available for various international time zones, ensuring global accessibility. If your team requires targeted training sessions, you can contact your Account Manager to arrange them.
Media Monitoring & Analytics Resources
For users of Media Monitoring & Analytics (MM&A), Sprinklr supports a wide range of data sources including news, TV, print, radio, Twitter, Facebook, and Reddit. The platform includes sources like NLA Web, which covers over 1500 web news and blog domains, and a direct partnership with the Financial Times for comprehensive content coverage.
AI-Powered Tools
Sprinklr’s AI-driven tools, such as Agent Assist software, provide real-time recommendations to support agents. This software analyzes conversation context, suggests relevant knowledge base articles, and offers step-by-step workflows, enabling agents to deliver personalized and efficient customer service.
Unified Customer Experience Management
Sprinklr Service, built on the Unified-CXM platform, helps unify every customer touchpoint, centralize data, and empower teams to deliver seamless and personalized experiences. This platform provides real-time assistance and contextual insights to agents, ensuring faster issue resolution and a smooth customer journey across various channels.
Additional Resources
Frequently Asked Questions (FAQs)
Sprinklr provides FAQs for various aspects of its services, including Media Monitoring & Analytics and customer service strategies.
Blog and Articles
The Sprinklr blog offers insightful articles on enhancing online customer service, the difference between customer support and customer service, and best practices for using their tools effectively.
These resources and support options are designed to ensure that users can effectively utilize Sprinklr’s tools and receive the assistance they need to manage their customer interactions and media monitoring efficiently.
Sprinklr - Pros and Cons
Pros of Sprinklr
Comprehensive Social Media Management
Sprinklr provides a soup-to-nuts social CMS tool that encompasses features like social listening, publishing, and advertising. It allows users to manage multiple social media accounts in one location, simplifying the process of monitoring and responding to untagged mentions across various platforms.
AI-Powered Features
The platform is equipped with advanced AI capabilities, including smart scheduling, AI-assisted content creation, and AI-powered sentiment analysis. These features help in auto-scheduling posts for maximum reach, generating content, and analyzing the sentiment behind incoming messages.
Efficient Campaign Attribution and ROI Analysis
Sprinklr simplifies campaign attribution and return on investment (ROI) analysis, making it easier for marketing teams to track the effectiveness of their social media campaigns and strategies.
Exceptional Customer Service
Despite some mixed reviews, many users praise Sprinklr’s customer service for being quick to respond and helpful in resolving issues. The management team and customer service are often highlighted as outstanding.
Customization Options
Sprinklr offers significant customization options, especially for enterprise customers, allowing them to maintain a consistent brand voice and respond efficiently to their audience.
Social Listening and Reporting
The platform provides comprehensive reporting and social listening capabilities, enabling users to monitor and respond to customer inquiries efficiently. It also allows for real-time data capture and analysis across multiple social and digital channels.
Cons of Sprinklr
Complex User Interface
Many users find the user interface complicated, making it difficult for new users to navigate and use the software effectively. This complexity can also make updates and management challenging.
High Cost
Sprinklr is often criticized for its high pricing, especially for large brands or smaller teams that need to run numerous listening queries. Additional features like premium customer service and a dedicated advisor can add to the cost.
Inconsistent Analytics
There have been reports of inconsistent analytics, including delayed updates on post tags and discrepancies between the figures in the reports and the actual channel analytics. This can force media planners to use other platforms for reliable data.
Limited Content Formats
Sprinklr does not support certain content formats, such as Instagram story videos and polls, which can limit the type of content that can be shared through the platform.
Customer Support Issues
Some users have reported that the customer support team is not always helpful, particularly when it comes to resolving complex issues or providing education on the software’s features.
Implementation Challenges
The implementation process can be difficult and time-consuming, with some users reporting it takes months to set up the environment as needed.
These points highlight both the strengths and weaknesses of Sprinklr, providing a balanced view for potential users.
Sprinklr - Comparison with Competitors
Unique Features of Sprinklr
- Comprehensive Analytics and Reporting: Sprinklr offers AI-powered detailed reports and analytics to measure the effectiveness of social media campaigns. It provides real-time, lossless data processing, unlike some competitors that sample data once it crosses a certain volume threshold.
- AI-Assisted Content Creation: Sprinklr utilizes generative AI for content creation, including generating new and unique images through text prompts or reference images. It also includes an advanced Image Editor powered by AI for quick and accurate editing.
- Smart Scheduling and Sentiment Analysis: Sprinklr’s AI auto-schedules posts to maximize reach and engagement, and it analyzes the sentiment behind incoming messages, categorizing them by sentiment and intent.
- Competitive Intelligence: Sprinklr benchmarks social media performance against competitors and provides smart recommendations for improvement. It also offers entity disambiguation, OCR for videos, and AI-powered categorization, which are more advanced than some competitors.
Potential Alternatives
Predis.ai
- Granular Competitive Analysis: Predis.ai offers detailed analysis of competitors’ social media content, including which posts perform well and which do not. It also analyzes content distribution patterns and provides insights on hashtags used by competitors.
- Platform Coverage: While Predis.ai currently supports Facebook and Instagram, with plans to expand to other platforms like LinkedIn, Twitter, and YouTube, it may not offer the same breadth of channel coverage as Sprinklr.
Rival IQ
- Deep Competitor Analytics: Rival IQ provides comprehensive benchmarking data to compare social media metrics against specific competitors or the entire industry. It includes features like always-on social post monitoring and boosted post detection.
- Custom Dashboards: Rival IQ offers fully customizable dashboard templates, making it easier to evaluate social performance against competitors.
Unmetric
- Competitive Benchmarking: Unmetric focuses on competitive benchmarking to improve social strategies. It helps in analyzing competitors’ social media strategies, content performance, and audience engagement, though it may not offer the same level of AI-powered content creation as Sprinklr.
Key Differences
- Channel Coverage: Sprinklr covers over 30 channels, including exclusive partnerships with review platforms like Yelp and Tripadvisor, which is more extensive than what Predis.ai and Rival IQ currently offer.
- AI Capabilities: While all these tools use AI, Sprinklr’s AI capabilities extend to image generation, advanced image editing, and predictive social media trends through Smart Alerts, which are unique features not widely available in other tools.
- Data Processing: Sprinklr’s real-time, lossless data processing sets it apart from tools that sample data, ensuring precise and actionable insights without data loss.
Sprinklr - Frequently Asked Questions
Frequently Asked Questions about Sprinklr’s Media Tools
Q: How does Sprinklr’s AI-powered automation work?
Sprinklr’s AI-powered automation helps in automating repetitive social media tasks. This includes smart scheduling, where AI auto-schedules posts to publish at the best time possible to maximize reach and engagement. It also assists in content creation, sentiment analysis, and categorizing messages by intent and urgency, ensuring efficient management of social media interactions.Q: What are the key features of Sprinklr’s AI-powered social media management?
Sprinklr’s social media management tool offers several key AI-powered features, including content recommendations, sentiment analysis, and generative AI for content creation. It also provides AI-powered sentiment analysis to understand customer sentiment, competitive intelligence to benchmark against competitors, and detailed analytics and reporting to measure campaign effectiveness.Q: How can I enable Sprinklr AI features in my account?
Sprinklr AI features, which include OpenAI generative AI, are not enabled by default. To enable these features, you need to sign up for the Limited Availability (LA) program. Access to these features during the LA period is provided at the sole discretion of the Sprinklr team. After the LA period, these features will be made generally available to all customers with the appropriate pricing plan. You should work with your Success Manager to get this capability enabled.Q: How accurate are the responses generated by Sprinklr AI ?
The accuracy of responses generated by Sprinklr AI is determined by OpenAI and can be influenced by factors such as customer inputs, context, and prompts configured. While the responses are advanced, they may not always be completely accurate. Sprinklr has implemented quality assurance mechanisms, including testing and validation of input data and user feedback, to ensure the highest possible accuracy. However, customers should always validate the accuracy of any response before use.Q: Can I customize the Sprinklr AI features?
Yes, Sprinklr offers customization capabilities for its OpenAI integrated features. Customers can specify parameters for the responses generated, such as the length of the response, tone, or sentiment. Customization is subject to Sprinklr’s evaluation and is executed by internal Sprinklr teams with a specified process and turnaround time.Q: What is the scope of Sprinklr’s social listening tool?
Sprinklr’s social listening tool is built on an AI-powered platform and allows you to monitor 30 social and digital channels in real-time. It captures unstructured data from online and traditional channels, providing insights into trends and long-term data. The tool can detect logo usage across visual formats like GIFs, images, and videos, and it benchmarks your social performance against competitors.Q: How does Sprinklr’s AI assist in content creation and management?
Sprinklr’s AI assists in content creation by utilizing generative AI to speed up ideation, improve copy quality, and enhance overall content effectiveness. This includes tone moderation, language translation, and other content-related tasks. The AI also helps in scheduling and publishing content, ensuring it is posted at the best times to maximize engagement.Q: What kind of analytics and reporting does Sprinklr offer?
Sprinklr provides comprehensive analytics and reporting capabilities, including a unified dashboard for paid, owned, and earned media performance. It offers platform-specific metrics, customizable reports on engagement, reach, and click-through rate (CTR), and automated reports with robust scheduling and exporting capabilities. Additionally, there are 7,500 pre-built queries to reduce the time needed to set up reports.Q: How does Sprinklr ensure the responsible use of AI features?
Sprinklr has implemented several measures to ensure the responsible use of AI features, including rate limits, logging and reporting, and alerts. These measures prevent excessive usage, track and store data about each request, and monitor usage to identify potential issues or misuse.Q: Is Sprinklr suitable for businesses of all sizes?
Yes, Sprinklr is suitable for businesses of all sizes. It offers a self-serve option for small companies and a comprehensive suite for large enterprises. The platform’s versatility and customization options make it adaptable to various business needs and scales.