Sprinklr is a comprehensive, cloud-based customer experience management (CXM) platform designed to unify and enhance customer-facing functions across various departments and channels. Here’s an overview of what Sprinklr does and its key features:
Unified Customer Experience Management
Sprinklr integrates multiple customer-facing functions, including marketing, customer service, and social media management, into a single, unified platform. This allows organizations to manage their customer interactions holistically, ensuring a consistent and superior customer experience.Key Modules and Features
Sprinklr Marketing
- Content Management: Plan, produce, publish, and analyze content across 26 different social channels, apps, and email. This module includes integrated planning, content reuse, workflow automation, and AI-powered customer insights.
- Advertising: Strategically plan ad campaigns, streamline campaign creation, analyze performance in real-time, and optimize return on ad spend (ROAS) using AI-powered optimizations.
Sprinklr Social
- Social Media Management: Manage social media activities across over 35 digital and social channels, including Facebook, Instagram, Twitter, LinkedIn, YouTube, and more. This includes publishing, engagement, analytics, and social listening capabilities.
- AI-Powered Automation: Automate social media management with industry-leading AI, generating content quicker and enhancing efficiency. Features include custom approval workflows, governance rules, and AI-powered moderation.
- Broad Channel Coverage: Support for multiple channels ensures no customer interaction is missed, with the flexibility to add new channels quickly.
Sprinklr Insights
- Data-Driven Insights: Convert data into real-time insights using AI and natural language processing (NLP). This module helps in understanding trends, topics, and influencers, enabling better decision-making and actions to enhance the brand.
- Product Insights: Understand customer feelings and interactions with products through AI-powered tools, enhancing product experience and delivering superior brand value.
Sprinklr Service
- Customer Service: Interact with customers on their preferred channels, enrich and assign tasks to the right agents, and resolve issues efficiently. Features include omni-channel dashboards, agent augmentations, bots, and communities.
- Reporting and Analytics: Measure the ROI and performance of the customer care team with comprehensive reporting and analytics tools.
Additional Capabilities
Publishing and Content Management
- Content Approval: Allow external users to approve or reject posts via email without needing to log into Sprinklr. Highlight non-compliant words during content creation to streamline the review process.
- URL Shorteners: Use AppsFlyer OneLink shorteners to track analytics for published content.
Reporting and Analytics
- Enhanced Reporting: Select all messages for bulk actions, auto-update SLA presets across reporting widgets, and export data with customizable delimiters. Include previous to last week date ranges and tables with no metrics for comprehensive exports.
Enterprise-Grade Governance
- Custom Approval Workflows: Ensure all engagements are on-brand with custom approval flows, governance rules, and AI-powered moderation.
Integration and Scalability
- Unified Data Layer: Enable cross-functional reporting and analytics for comprehensive insights across the organization. Integrate with various third-party applications and manage all integrations through the platform.
- Scalability: Designed for large enterprises, Sprinklr offers unmatched scalability to manage complex social media needs across multiple brands, teams, and geographies.