What is Sprinklr?
Sprinklr is an omnichannel customer experience management platform that leverages artificial intelligence (AI) to improve customer interactions, empower live agents, and increase conversions. It integrates with popular CRM, team collaboration, marketing, and other business communication tools to streamline customer and helpdesk data 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, concurrent case assignment, and blended voice calling.
- Agent Productivity: GenAI Agent Assist, agent knowledge base, 360-degree customer views, and personalized agent coaching.
- Workforce Management: Forecasting and scheduling tools, quality management, and real-time activity monitoring.
- Self-Service: 24/7 omnichannel self-service capabilities.
Sprinklr Social
This AI-powered social media management solution helps organizations manage social media activities across multiple channels. Key features include:
- Broad Channel Coverage: Support for 30 digital and social channels, including Facebook, Instagram, Twitter, LinkedIn, YouTube, TikTok, and WhatsApp.
- AI-Driven Automation: Automate content creation, scheduling, and publishing with industry-leading AI capabilities.
- 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.
- Advanced Reporting and Analytics: Comprehensive insights and analytics to enhance decision-making.
Sprinklr Insights
This component focuses on data monitoring and analytics across various channels. Key features include:
- Data Monitoring: Insights across 30 channels powered by Sprinklr AI, including product and location insights, competitive benchmarking, and visual and content insights.
- Enhanced Query Builders: Advanced query builders with keyword suggestions, operator suggestions, and error highlighting.
- Media Insights: Custom tagging for messages, enhanced story card summaries, and support for alternative display names for story queries.
Sprinklr Marketing
This product is designed for high-level content marketing and campaign management. Key features include:
- Content Creation and Publishing: Schedule and publish content across multiple channels, with AI-generated content and approval workflows.
- Engagement and Analytics: Unified omnichannel inbox, AI message sorting, and comprehensive reporting capabilities.
- Campaign Management: Tools to optimize social advertising campaigns and integrate social media with e-commerce to drive sales.
Additional Features and Capabilities
- AI-Powered Automation: Sprinklr leverages AI to automate tasks, optimize live agent interactions, and provide detailed analytics across all its products.
- Custom Approval Workflows: Allows for external users to be included in post-approval flows and highlights non-compliant words during content creation.
- Unified Data Layer: Enables cross-functional reporting and analytics for comprehensive insights across the organization.
- Extensive Customizability: Tailors the platform to meet specific business needs and workflows, ensuring maximum efficiency and effectiveness.
Integration and Support
Sprinklr offers deep integrations with popular third-party tools, including CRM systems, team collaboration platforms, and other business communication tools. It also provides premium onboarding, training, and product implementation support, along with access to a customer knowledge base and online community.
In summary, Sprinklr is a robust platform that combines AI-driven customer service, social media management, analytics, and marketing capabilities to deliver a unified and enhanced customer experience. Its extensive feature set and integrations make it a powerful tool for organizations managing complex customer interactions across multiple channels.