The recent launch of Sprinklr Surveys, an AI-first survey offering, marks Sprinklr's official entry into the Customer Feedback Management (CFM) market. Seamlessly integrating solicited and unsolicited customer feedback, the new offering is built on the company's Unified-CXM platform and designed to help customers derive complete, actionable insights.
So, what's so special about Sprinklr Surveys, and what key challenges does it help modern enterprises tackle? In a recent talk with Aurélien Caye, Lead Solution Specialist at Sprinklr, he walked us through the details.
CFM Challenges Faced by Modern Enterprises
Sprinklr Surveys was born out of careful examination of the current challenges faced by today's customer experience teams. Here are the main ones:
Traditional Surveys Are Not Enough – In today's incredibly fast-paced industry, traditional surveys cannot cater to companies' CFM needs without additional resources.
"Securing quality responses from participants and using them to generate meaningful responses is becoming increasingly challenging," Caye notes. "This calls for a modern, AI-first approach."
Small Datasets, Limited Insights – Surveys are often conducted on small datasets, which is quite limiting and often doesn't reflect an accurate view of reality.
"Business insight teams need to be able to validate insights against larger, unsolicited datasets, but that's still not enough," Caye says. "It's also important to be able to analyze solicited and unsolicited data in the same platform since siloed solutions limit comprehensive business understanding."
The Feedback Loop Challenge – To close the feedback loop created from surveys, businesses need to use multiple separate systems, which often leads to delays in issue resolution and results in a broken customer experience.
"In order to drive better business outcomes, companies need a unified approach," Caye says.
So, how does Sprinklr Survey help companies tackle these challenges? Let's look.