Overview
Sprinklr is an end-to-end, unified front-office platform that connects customer-facing functional silos with a unified system of customer engagement. It integrates social media management, customer service, marketing, and insights to provide a holistic view of customer interactions and enable businesses to engage with customers more effectively.
Key Product Suites
Sprinklr Social
This suite is an AI-powered social media management platform that helps businesses manage social media activities across 35 digital and social channels, including Facebook, Instagram, Twitter, LinkedIn, YouTube, and more. Key features include:
- Broad Channel Coverage: Support for multiple digital channels to ensure no customer interaction is missed.
- AI-Powered Automation: Automates repetitive social media tasks, provides real-time content suggestions, and performs sentiment analysis to understand customer sentiment.
- Enterprise-Grade Governance: Custom approval workflows, governance rules, and AI-powered moderation to ensure all engagements are on-brand.
- Unified Strategy: Integrates consumer intelligence, marketing, and customer service on a single platform to enhance brand reach and optimize social advertising campaigns.
Sprinklr Service
This suite focuses on customer service, using smart, automated, and AI-driven technologies to reduce the cost of customer support handling and resolution. Key features include:
- Unified Customer View: Contextualizes conversations, manages cases, and resolves problems efficiently with rules-based routing and simplified tagging.
- Generative AI Capabilities: Enhances contact centers with AI-powered insights hubs, quality management, and conversational analytics to detect issues and improve customer satisfaction.
- Omni-channel Support: Engages customers on their preferred channels and provides omni-channel dashboards and agent augmentations to streamline support processes.
Sprinklr Insights
This suite is designed to turn data into real-time insights, enabling businesses to make informed decisions and take actions to enhance the customer experience. Key features include:
- Social Listening: Listens to billions of conversations across public digital data to understand trends, topics, and influencers.
- AI-Powered Insights: Provides actionable insights, automatic summarization of conversations, and recommendations for actions. It also includes expanded source coverage to capture conversations from major Chinese social apps.
- Actionable Recommendations: Offers insights assistants that provide information on root causes and actionable recommendations.
Sprinklr Marketing
This suite helps businesses plan, execute, and analyze marketing campaigns more efficiently. Key features include:
- AI-Powered Automation: Automates workflows, content sourcing, and ad content creation to increase the return on ad spend.
- Generative AI Integrations: Enables effortless ad content creation, dynamic content adaptation, and streamlined UTM tracking to customize and improve content.
- Unified Campaign Management: Integrates paid, owned, and earned activities to drive more efficient and personalized advertising experiences.
Key Features and Functionality
AI and Automation
Sprinklr leverages industry-leading AI and natural language processing (NLP) to automate various tasks, such as social media management, customer service, and marketing. This includes generative AI capabilities that help in content creation, workflow automation, and insights generation.
Cross-Functional Reporting and Analytics
The platform provides comprehensive reporting and analytics capabilities, enabling cross-functional insights across the organization. This includes standard and customized reports, visualizations, and the ability to export data in various formats.
Enterprise-Grade Governance
Sprinklr ensures all engagements are on-brand with custom approval workflows, governance rules, and AI-powered moderation. This includes the ability to highlight non-compliant words, incorporate external users in post-approval flows, and configure brand-specific content.
Unified Data Layer
The platform integrates consumer intelligence, marketing, and customer service data into a unified data layer, enabling businesses to have a singular view of customers and engage with them in a unified way.
Scalability and Customizability
Sprinklr is designed for global customer experiences, supporting multiple brands, teams, and geographies. It offers extensive customizability to meet specific business needs and workflows, ensuring maximum efficiency and effectiveness.
In summary, Sprinklr is a powerful platform that unifies social media management, customer service, marketing, and insights under one umbrella, leveraging AI and automation to enhance customer experiences, streamline workflows, and provide actionable insights.