Jive vs. Sprinklr Service

The content in the news section isn't totally responsive - meaning if I have a small window taking up half my screen, the images for the headline articles may not load properly and when I maximize that window, it's left with ugly half-loaded images. Also, the collaboration feature for Office documents is great in theory but tends to cause more pain than it's worth to just download the document and open it separately in Word or Excel.

Incentivized

Sprinklr Service has always been well-suited for all of the work we do. As it's all social media content, and most require responses or escalations, Sprinklr Service covers all of that. The only time I think we wouldn't need it is if we were working with a much smaller client who didn't need us to have eyes on so many platforms at once.

Incentivized

• Jive makes it easy to create new pages for administrators.
• Jive makes it easy to manage users in one area and simple to navigate administration user interface.
• Jive is a really good concept, the idea behind jive creates a great main hub in an organizaiton.

Incentivized

• Transparency—Sprinklr Modern Care allows us to engage with our customers openly and honestly. Even frustrated or angry customer posts offer an avenue for us to display our business integrity and turn negative experiences into positive ones.
• Moderation—Being able to moderate and organize our community so easily by merging topics into one canonical thread or archiving out of date threads helps to keep our search results relevant and improves the chances that our visitors find the help they need easily.
• Company Visibility—The ability to easily alert any company employee of topics that might be interesting to them helps to improve the overall visibility of our customers. It also makes it easier to spot trends and encourage quick action if many people comment on one topic with the same problem.

Incentivized

• Search functionality is very weak
• The information architecture and taxonomy doesnt allow for easy discoverability of content
• It's hard to navigate the and find spaces/groups that I already know about
• The main profile/interface does not allow easy access to key tasks or common tasks.

• I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
• You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
• I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.

Incentivized

There are always external factors that can impact this decision but currently, the Jive platform is maintaining its lead in the market place in this area. If the innovation in this space by Jive continues, then this number will remain high. Integration with other systems and adaptability to changes in the market or in client needs will also make this decision hard to predict more then 6 months into the future

The initial use of the product started out as a 90 day test to see if we could engage customers at a higher level using Sprinklr Modern Care. After a year the use of Sprinklr Modern Caren has now been extended to multiple products.

It was very cumbersome to generate reports. Often I had to run several reports and then merge them offline to get what I needed.

Reporting granularity is also lacking

It's a very easy program to learn and use. I have trained over 50 people on it over the years, and not once has anyone had trouble using it. It's very user-friendly and covers all the bases that social media moderation requires.

Incentivized

Uptime was OK. But there was one day that the system crashed for a whole day. Our company was unable to operate. And all the plugins to word/excel froze causing those systems to freeze.

Jive posted a statement to the media saying all customers were up, but we were not.

No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.

The product worked as designed. It just didn't work for our needs.

Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.

They did an OK job when I needed them. Except for the one day the system went down. Jive pointed the finger at the hosting company, and the hosting company pointed the finger at Jive. No reliable information came to us.

I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.

Incentivized

Training was efficient and fun. It was all webinars and YouTube videos. These were mostly lunch time sessions. 10

Jive online training is there. It is OK/average. I feel some other companies are doing better. It is not a piece that is required to have a successfully implementation, but it could be useful to improve it

If I did this over, I would hire out the implementation. They know the best practices and could have guided us to make an easier to use setup.

Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.

I honestly don't recall what we briefly used before Jive - it wasn't good and didn't last long. I think it was under-utilized because you couldn't really do a whole lot with it. Jive does pretty much everything we need it to do, so for that reason alone, Jive is the superior tool.

Incentivized

We previously used Sparkcentral for our social media care. While we were very happy with the team there, the product had not evolved as much as Sprinklr and we found it to be lacking in its ability to handle different languages, route certain types of conversations with higher priority or to certain teams / agents. It also did not have as robust a reporting structure as Sprinklr does

Incentivized

• Makes us seem bigger than we are.
• Makes it so the person that manages this part of the business can go on vacation and can pass on these duties to other people when he is gone.
• Helped us fulfill MSA requirements from our clients to have phone support. Couldn’t have closed some of our deals without it.

Incentivized

• Increased employee efficiency: Having a clear, one-stop "shop" where users can leave feedback, ask questions, and find bug fixes or workarounds has saved me (and other community managers at my company) loads of time that was once spent responding to numerous emails on an individual basis.
• Better customer service: Since everyone in the company is alerted of what's being written on our forum, it's easy to spot a high-priority issue, delegate to the person in charge, resolve it, and respond as soon as possible.

Incentivized