Sprinklr Service Reviews & Product Details

Sprinklr Service is where we run our end-to-end support workflows and using the new dialogue tree tool within the Agent Copilot to give my team a step-by-step map for solving technical problems. I also use the Model Context Protocol (MCP) to let our AI Copilots to talk directly to our internal databases so they can fetch real-time shipping or billing data for the agent automatically. furthermore, we also utilize the new supervisor audio transfer that let supervisor to hear agent conversation with customer during the support calls, coaching is much more easier because supervisor can hijack and gives guidance to the agent in real-time and solve customer issues. Review collected by and hosted on G2.com.

I think Sprinklr Service need to improves the processing delay within the Copilot tools, it is great that the AI can run its own prompt to find answer, but sometimes it adds a 3 to 5 second delay to the chat which can feel like a long time during a live support session with customer. There are also bugs with the copy and paste tools, I accidently copies the formatting code along with the text when copying answer on the Copilot, which makes the message look messy when I paste it to a customer. Review collected by and hosted on G2.com.

The most helpful features by Sprinklr Service is their self-learning contact center that we use to handle all our customer support across phone call, live chat, and social media platform. I specifically use the new Sprinklr AI Agents to automate about 70% of our basic troubleshooting. For complex cases, my team uses the agent copilot to get a real-time solutions/coaching and suggested answer based on our latest internal knowledge base articles. Review collected by and hosted on G2.com.

What I dislike is with limited availability of features that already rolled-up by the software but still not marked as demo tools on my end, it is frustrating to see the tools can saved so much of my time, but still in limited availability and can't be use for a projects. Review collected by and hosted on G2.com.

Sprinklr as renowned for its unified platform for social media management. What I like best is the analytics part, which gives a deep insight into campaign performance that was previously difficult to collate. The content calendar feature is a lifesaver too, as it makes planning and scheduling posts across different channels super easy. It’s a game-changer for teams looking to coordinate social work efficiently. Review collected by and hosted on G2.com.

One thing that can be said about Sprinklr is that as powerful as it is, it can also feel pretty overwhelming with all of the features it provides. It has a somewhat steep learning curve at first, and sometimes it can be tricky to find the precise setting you want. The downside is also that I found the pricing to be quite high, which could be a hurdle for smaller businesses. Review collected by and hosted on G2.com.

The greatest feature is that all the customer feedback is displayed in one dashboard. I am also able to keep track of the reviews in several channels, and notice the trends without having to change between various systems. Its capabilities allow me to prioritize answers and cope with tasks. This has brought a better organization to my work and has enabled me to respond to customers quicker, and I have been able to maintain engagement on all fronts. Review collected by and hosted on G2.com.

The issue with it that irritates me is that Sprinklr may seem somewhat complicated because of all the information and choices there. Reviews can not always be filtered and handled intuitively and may require more time than anticipated. Although it contains a great number of helpful functions, they can be difficult to use. Review collected by and hosted on G2.com.

Sprinklr Service stands out for its AI-powered automation and unified platform approach, which allows businesses to manage customer interactions across multiple channels in one place. I especially like how it integrates social media, messaging apps, and customer support into a single dashboard, making it easier to track and respond to customer needs in real time. Additionally, its advanced analytics and reporting tools help businesses gain deeper insights into customer behavior and improve decision-making. Review collected by and hosted on G2.com.

Sprinklr Service could improve its user experience, as the platform can feel complex and overwhelming, especially for new users. Simplifying the interface and making navigation more intuitive would make it easier to adopt. Additionally, faster onboarding with clearer tutorials or guided workflows would help users understand and utilize its full capabilities more effectively. Improving response times in customer support and optimizing system performance for smoother operation would also enhance the overall experience. Review collected by and hosted on G2.com.

I believe Sprinklr Service is the top customer service management platform because they manage to removes the language barrier for our global team. If a customer writes to us in a language that our support agent doesn't speak, the AI automatically translates our internal help articles into the agent's language. This means any agent can help any customer without needing to use separate translation website or apps, makes the team much more confident. Review collected by and hosted on G2.com.

Setting up Sprinklr Service is complex, especially for the call reroutes that is still very hard to learn. I wish there was a simpler drag-and-drop way to change how our calls are routed without needing a technical expert to assist. Review collected by and hosted on G2.com.

What I like best about Sprinklr Service is unified platform for customer service across all digital channels. It gives agents and supervisors a 360° view of the customer, combines AI-driven insights with real-time engagement, and makes it easier to deliver consistent, personalized support at scale. and the easiness of use Review collected by and hosted on G2.com.

some workflows require multiple steps to complete simple tasks, and performance can occasionally be slow when handling large volumes of data. and some times it needs the MS involvement. Review collected by and hosted on G2.com.

I love that Sprinklr Service consolidates everything onto one platform, allowing us to do much more than just community management. It's been fantastic to personalize it according to our needs with adhoc categories for products, customer journeys, locations, and more. Additionally, I find the Listening Sources and Supervisor Console to be very useful. Review collected by and hosted on G2.com.

Well, it can be hard to understand if you're not familiar with the platform Review collected by and hosted on G2.com.

I like how Sprinklr Service lets me engage directly with clients across all social media platforms and helps me manage my agents in one place. I find it really useful that all the information I need is gathered in one place, making it easy to tag and get detailed info from client's conversations. The filters are great because they help reduce spam and noise, allowing the team to focus where it's needed. It also simplifies sharing information and engaging quickly on all social channels. Plus, Sprinklr Service helps me understand my clients better, which is crucial for improving my strategy and content. Review collected by and hosted on G2.com.

The care console and chatbot could be more user-friendly. Review collected by and hosted on G2.com.

Easy daily use for reportings and data analysis, once everything is set up. Lots of different ways and features to get to into deep data analysis. Easy way to publish and plan content daily to the Social Media channels. Fast customer support that helps to understand and optimize the large number of features within the tool. Review collected by and hosted on G2.com.

The number of custom metrics needed to fully round up reports or to get specific KPIs that aren't exactly given due to API limitations or not available at all. Sometimes features are not as intuitive as expected and need a lot of time getting used to them. Review collected by and hosted on G2.com.