Social Engagement & Moderation

Your social channels should have the same level of management, reporting, and quality assurance as your call center. But do they?

Engagement & Moderation equips your community managers to handle massive volumes of conversation while applying business process and analytics that ensure quality and scale.

Automatically route and assign messages, and ensure SLAs are achieved. Sprinklr processes messages in bulk–across channels and accounts–for greater productivity, and displays customer information for context. Search or filter to find pertinent messages on the fly, and activate any number of automatic routing or response based on user-defined criteria and volumetric triggers.


Learn More About Engagement & Moderation Features Below
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Social moderation built for enterprises with thousands of inbound and outbound messages.

  • Create customized moderation dashboard(s).
  • See personalized streams of messages filtered by keyword, status, sentiment, channel, or priority level.
  • Automatically categorize and route inbound messages based on sentiment, influence and keywords.
  • Triage messages and expedite turnaround times with sophisticated rules and macros.
Smoothly collaborate to address any inbound message quickly and easily.

  • Assign messages for response across teams and divisions.
  • Communicate through internal notes on any message or piece of content.
  • Increase efficiency by sharing monitoring dashboards that ensure everyone is on the same ‘page.’
Enterprise best practices for customer service and case management are built in with Sprinklr.

  • Group multiple inbound messages into designated and trackable cases.
  • Automatically assign unique IDs to each case & add collaborators to help address issues.
  • Share internally-facing comments on updates, as well as track the status of each case for resolution.
Comprehensive SLA tracking ensures a great customer experience and business accountability.

  • Track, measure, and optimize your team’s responsiveness against desired operational goals and SLAs.
  • Drill into conversations directly from reporting – including the ability to identify which messages missed SLA goals and why.
  • Utilize operational reporting by response time, resolution, queue processing time, user reporting and more.
  • Use real social data to understand how other brands serve their audiences.
  • Set SLA goals that make sense for your brand, your goals, and your industry.
  • Know when, where, and how competitors engage with their audiences.
  • Compare internal teams against each other using custom SLA metrics.

Sprinklr Burst

20+ Social Channels.
85+ Languages Supported.