Sprinklr and Zendesk compete in customer experience management, with Sprinklr having an advantage due to its extensive integrations and AI analytics.
Features: Sprinklr offers expansive integrations, AI analytics, and automation features that enhance community and customer management, and its multi-language support is efficient for content handling. Zendesk provides ease of use, robust ticket management, and comprehensive integration options, enhancing customer support efficiency.
Room for Improvement: Sprinklr users seek better integration, advanced support, and improved usability. Zendesk could enhance customization, reporting, and automation, with a more streamlined interface and intuitive navigation.
Ease of Deployment and Customer Service: Sprinklr's public cloud setup eases deployment but limits hosting flexibility and favors email over direct call support. Zendesk supports diverse deployment models including public, private, and hybrid clouds but lacks agile technical assistance and immediate live chat options.
Pricing and ROI: Sprinklr is a premium solution with high costs justified by extensive features and high engagement ROI. Zendesk's pricing aligns with industry norms but can appear high for larger teams, balanced by streamlined workflows and flexible pricing models.
| Product | Market Share (%) |
|---|---|
| Sprinklr | 15.9% |
| Zendesk | 21.7% |
| Other | 62.4% |
| Company Size | Count |
|---|---|
| Small Business | 1 |
| Midsize Enterprise | 5 |
| Large Enterprise | 6 |
| Company Size | Count |
|---|---|
| Small Business | 29 |
| Midsize Enterprise | 20 |
| Large Enterprise | 11 |
Sprinklr provides a comprehensive Unified-CXM Platform offering AI analytics, automation, integration with CRMs, and social media management to enhance customer interactions and operational efficiency.
Sprinklr is designed to support data-driven decisions by offering tools for social media management, content scheduling, and automation. It allows businesses to seamlessly manage customer interactions across channels, leveraging custom rule engines and AI analytics. While its customization, reporting, and case management features are appreciated, improvements in integrations and live support are noted. Users find onboarding complex and seek a more streamlined interface and advanced features like enhanced CRM interaction and post-editing capabilities. The platform is particularly useful in managing omnichannel engagement, integrating platforms like Facebook, WhatsApp, LinkedIn, YouTube, and Instagram, and providing extensive analytics and reporting.
What are the key features of Sprinklr?Sprinklr is particularly effective for industries like cryptocurrency, where managing customer interactions via chatbots, live agents, and integrated platforms such as Facebook and WhatsApp is vital. Businesses use it for social listening, analytics, and advertising on platforms like LinkedIn and Instagram, benefiting from modules focused on care, engagement, listening, and advertising.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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