Sprinklr: New Generation Social Engagement & CXM

Sprinklr is a unified Customer Experience Management (CXM) platform for all customer-facing functions. Along the way, digital has disrupted channels where customers interact with brands, either from customer to brand or from brand to customer, or as a two-way conversation. That being said, nowadays, a conversation might get started in social media, going along in chat, and then, transferring it into a call, etc. Main purpose of Sprinklr is to unify all this conversation and enable companies to track this shift, make this interaction a much more personal and immediate one, while bringing out meaningful solutions to their customer needs.

Sprinklr has four distinct modules to bring a unified customer experience management platform into life across 24 social channels (Facebook, Instagram, TikTok, etc.), 8 messaging channels (WhatsApp, Facebook Messenger, etc.), live chat, text, email and self-service communities, knowledge base, an agent desktop and a detailed analytics/dashboard:

The first module is Sprinklr Service, where seamless interactions are provided across voice, social & digital channels with a unified, AI-powered CCaaS platform. Main goal of Sprinklr Service is to transform contact center experience both for the customers and for agents for good. Integrations with CRMs and other data sources, monitoring and creating automatic tickets from social engagements, smart & automated reply offers to increase agent efficiency are some important differentiating points.

The second module is Sprinklr Insights, where competitive insights & benchmarking, product & visual insights and media monitoring and analytics are provided along with an NLP-based social listening with sentiment analysis in multiple languages. Companies may track competition’s actions in ad spending, response times, content engagements, etc. and compare against themselves.

The third module is Sprinklr Marketing, where companies may bring in marketing and advertising teams on a single platform, streamline content & campaign operations across 30+ channels, drive collaboration with all stakeholders in company and in agencies, increasing efficiency, and ROI. Optimal campaign planning, saving creatives & copywriting from being lost in many message exchanges between companies and their agencies, managing a joint and transparent marketing calendar, managing social advertising & optimizing ad budgets presented together with an exclusive marketing insights dashboard are some unique values Sprinklr Marketing may introduce.

The fourth and final module is Sprinklr Social, where companies may plan and publish brand content across 30+ digital channels to drive engagement and deliver consistent brand experiences, collaborating with their agencies with specific workflows, and centralized role & authentication management to prevent data leaks & other kind of social frauds.

Getting all of the above in a single box is an important value proposition for Sprinklr, although all modules can be purchased separately as well.