Sprinklr does many jobs at once — publishing, listening, engagement and customer care — and the departures here show that breadth from the outside. Four of nine leavers moved to another social platform; three moved a single job — listening, customer care or paid-social buying — to a narrower tool, one of them keeping Sprinklr for everything else. The complaints that recur among its lower raters are support, a platform complex enough that insights are hard to get out, slow product evolution including AI, and cost. On the other side, all ten companies with observed moves onto Sprinklr here have revenue above $5 billion. For the neighbouring decision, see Hootsuite alternatives and Sprout Social vs. Sprinklr.
The alternatives, by destination category
Every destination buyers name, grouped by the type of platform they moved to. Four moved to another social platform, three moved a single job to a narrower tool, and two have not yet named a replacement.
What lower-rating Sprinklr buyers complain about
That support and account service fall short. “Their customer support is really awful basically non-existent,” says a buyer rating it 2. Another, at 6: “Their customer service is poor. So we are being constantly swapped in between new people.” A third, at 4: “Their service and customer service from a perspective of resolving our issues is just really sloppy.”
That it is complex, and insights are hard to get out. “It's too complex, and it's difficult for us to get the right insights back,” says a buyer rating it 5. Another, at 4: “we don't find that Sprinklr gives good insights that are workable.” A third, at 4, says “There's still a lot of manual work required to report the results.”
That some buyers see the product as slow to evolve, including on AI. “It hasn't embraced AI fast enough,” says a buyer rating it 4. One at 6: “I don't think that it's really changed much in the last five years.”
And cost. The buyer rating it 4 adds “It's also not cheap. It's relatively expensive for what we use it for.” Another, at 5: “It has also been very costly, requires a lot of manpower, and doesn't really integrate well.”
Where buyers go
Nine companies here have left Sprinklr or moved part of its work elsewhere. Four moved to another social platform, three moved a single job to a narrower tool, and two have not named a replacement. Several more are weighing a move — to Sprout Social, Emplifi, Hootsuite or a tool of their own — but have not made one.
Another social platform
A footwear and apparel company “had reporting challenges and platform difficulties with Sprinklr and shifted to Dash Hudson to improve the automated and overall ease of use of reporting features.” A smaller apparel retailer “offboarded Sprinklr, our social media platform tool, and via our RFP, onboarded Dash Hudson.”
No head-to-head published yet
A hotel group moved over low adoption: “I think Sprinklr was very difficult to use and really covered more use cases than we needed.” Afterwards, “on our previous platform, Sprinklr, we were getting maybe 50% posting through there versus on native apps. Now we're closer to 80 to 90%.”
No head-to-head published yet
A healthcare insurer already using Yext for its listings dropped Sprinklr for local posting: “that's pretty much why we kicked Sprinklr off because we could do the same thing with Yext, and we already had an agreement with them.”
No head-to-head published yet
One job moved to a narrower tool
A global food company completed an RFP and is “moving our entire social listening and insights to this new tool away from Sprinklr,” keeping Sprinklr for its contact-center operations.
No head-to-head published yet
A beverage maker that used Sprinklr for customer experience says “That one we canceled, and now we're using Nectar as a Customer Experience platform.” An apparel retailer that used it for paid-social buying moved that work on: “Then we worked with a company called Sprinklr, and now we work with a company called @Stitcher.” Both are rated by too few buyers to publish a figure.
No head-to-head published yet
Two more left without naming a replacement: a nonprofit “moved off of Sprinklr due to expense” and is looking at Sprout Social, and an education services company “offboarded Sprinklr as a social media management and social listening platform this year.”
Read across the groups, the single-job moves each took one function out of Sprinklr: listening, customer care or paid-social buying. One of those companies kept Sprinklr for its contact center. Among the platform moves, buyers cite reporting, low adoption and a tool they already had.
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Get my read →Sprinklr is also a destination
Ten companies here describe moving onto Sprinklr, against nine moving off — and all ten companies with observed moves onto Sprinklr have revenue above $5 billion, while four of the nine leaving are under $200 million. The arrivals came from Salesforce’s Social Studio after it was sunset, Clarabridge, Hearsay, two other social or communications tools, native platform tools, and local tools replaced after a global RFP; three did not say where from.
From a sunset platform. A pharmaceutical company moved after its previous platform was retired: “Then they planned to sunset that platform.”
For a more robust tool. An insurer that replaced Hearsay describes “similar capabilities, probably a little bit more robust than what I understood Hearsay has.”
To one platform across many markets. A global food and beverage company “wanted a consolidated platform that has presence and support across the globe, and Sprinklr came out to be on top of the RFP.”
From a listening tool to social and care in one place. A home-goods retailer: “We used to have Clarabridge, and we replaced Clarabridge with Sprinklr.” It uses Sprinklr for both marketing and customer service on social.
The interviews do not establish company size as the reason for either direction. All ten observed arrivals are companies above $5 billion in revenue, and several describe consolidating channels, markets or teams onto Sprinklr.
When does staying on Sprinklr make sense?
Positive buyers emphasize one platform for publishing, listening, engagement and customer care, and controls across multiple accounts and teams. Several of them still raise support, AI and price — so those complaints are not confined to dissatisfied buyers.
One platform for many jobs. A buyer rating it 9 says “it is more of a comprehensive suite because it handles publishing, content, measurement of the content performance, as well as community engagement in one tool.” Another, at 8, describes it as “our one-stop shop for anything social related.”
Control across teams and accounts. A buyer rating it 8 values separate workspaces: “If you're on the organic team, you cannot access my paid initiatives.” One at 9 says “the platform has built the capability that is needed by the marketer.”
Even positive buyers flag support, AI and price. A buyer rating it 8 puts the product well above the people behind it: “Their people are just so awful. But it doesn't matter because the tool's so good.” Another, at 8: “It would be much higher if their AI was better.” A third, also at 8: “The pricing model was a little high.”
And switching costs. A buyer rating it 6 says “they have so much historical data that you kind of just stuck with them.”
Our read — ours, not a buyer’s — is that Sprinklr’s breadth appears on both sides of the migration evidence. Some companies move onto it to consolidate channels and teams on one platform; three of nine departures moved an individual job elsewhere, including one company that retained Sprinklr for other work. Other departures cite cost, reporting, adoption or overlap with tools already in the stack.
For what social media tools cost, from Sprinklr to the lower-cost schedulers, see what buyers actually pay for social media management tools.
Common questions
Why do companies leave Sprinklr?
Buyers leaving Sprinklr cite cost, low adoption on a platform that covers more than they use, reporting and insight problems, and support; one moved because a tool it already had could do the same job. Lower-rating buyers also describe it as slow to evolve, including on AI.
What do companies replace Sprinklr with?
Of nine companies that left Sprinklr or moved part of its work elsewhere, four moved to another social platform — two to Dash Hudson, one to Brandwatch and one to Yext. Three moved individual jobs to other tools: listening to Convosight, customer care to Nectar and paid-social buying to Stitcher. Two had not named a replacement.
Is Sprout Social a good alternative to Sprinklr?
Sprout Social appears in several Sprinklr evaluation conversations, but none of the departures captured here completed a move to it. One buyer crossed it off over account support, while another company describes moving in the opposite direction, from Sprout Social to Sprinklr. Across the corpus, Sprout Social rates 7.4 and Sprinklr 7.0.
Is Sprinklr too expensive?
Cost comes up among its lower-rating buyers and in at least one departure, and some higher-rating buyers raise price while still rating it well. These interviews do not establish total cost of ownership against the alternatives.
Why do companies move to Sprinklr?
Ten companies here describe moving onto Sprinklr, against nine moving off. All ten observed arrivals have revenue above $5 billion, although these interviews do not establish company size as the reason for the move. Several describe consolidating channels, markets or teams onto Sprinklr; others replaced a sunset platform or a less robust tool.
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