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Looking for a Social Media Management Tool with Strong Customer Experience Features
I’m building out the social support team for a company and looking to review several CRM/CXMs that will meet my needs – my experience in this field over time has shown that most of these tools are more marketing focused, with social support/care features tacked on or not prioritized in any way, so I would love to know if anyone has had better luck.
That being said, I am looking at Zendesk, Khoros, Sprout, and Sprinklr, and need one more platform that is on the smaller-mid sized pricing range to put together a comprehensive comparison. Does anyone have any recommendations? If there are better suggestions than Khoros/Sprout/Sprinklr on the higher end, please feel free to share as well!
Just a note: Hootsuite is not an option as my company has already ended their contract with them. I have experience personally with Sprout, Khoros, and the company currently uses Zendesk as their primary ticketing platform with social tacked on.
Aspects that would be important for me, in order of importance, but I know I won’t find something with everything:
**Integrations**
\- Twitter
\- Reddit (hard to find any that aren’t purely listening focused)
\- Discord (does anyone do this??)
\- Facebook (Groups support specifically)
\- Instagram (Comments and DMs support)
\- TikTok
\- YouTube**Metrics**
\- Time to first response
\- Average handle time
\- Tracking Twitter threads as conversations instead of individual contacts
\- Filtering/Rules (big plus if it has and/or/exclude operators)
\- Tagging/Labeling and reporting
\- Sentiment and/or CSAT (or similar)I have a giant list of reqs, but these are the two main sections that I’m having the most difficult time finding a good solution for. Sprinklr seems to be the top dog, but is – of course – expensive.
Appreciate any insights! -
1 Reply
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How are khoros and sprout in terms of pricing?
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Sprinklr does this better than anyone else. Others will be cheaper and worse. Go cheap and pay the price later.
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Social Champ is working for me
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