Sprinklr Research Review
May 05, 2019
Sprinklr Research Review
Score 9 out of 10
Vetted Review
Verified User
Modules Used
- Visual Insights
- Product Experience Insights
Overall Satisfaction with Sprinklr Research
Sprinklr is used by the Marketing, Member Service, and Analytics departments. Marketing uses it to schedule and publish social media content, the Care team moderates and engages with the responses to those posts and tags them, and all three departments use the data it generates. It helps us reach members on social media and gives us the ability to provide near real-time reports on the topics and sentiments that they are communicating with us about.
Pros
- Sprinklr makes monitoring the company social media sites incredibly easy.
- The ability to customize tagging info makes it easy to track things that pertain specifically to the interests of our business.
Cons
- The reporting and analytics could stand to be more user-friendly. The Glossary of the different metrics in the system has many items that have no listed definition.
- With multiple users sharing a dashboard, it isn't easy to see if a filter has been changed by another user, which could skew the data in a report.
- Communicating with the Support team can be difficult when a help ticket is needed, as there is sometimes a barrier in communication -- not in language, but in regards to terminology and jargon.
- The ease of use allows us to accomplish more with a faster turn-around time, without a significant increase in staff.
33 - Marketing strategists, resolution specialists (who handle the de-escalation of member service concerns), analysts, and others.
I was not directly involved in the process of reviewing system options, but have found that Sprinklr meets the needs of our different departments that use it and makes it easy for all to collect, interpret, and share data within one system, even though they have different areas of focus (Marketing, Member Service, etc.).
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