In this article, we have provided several best practices for each product that you can follow to leverage Sprinklr amidst the COVID-19 outbreak.

Sprinklr Marketing

• Use a Shared Editorial Calendar board for all outbound content so that all key stakeholders are aware of outbound content during this time.

• Create Approval Paths for sensitive content to ensure Legal and Public Relations teams approve content that could be sensitive in nature.

Sprinklr Marketing (Ads)

• If your brand is continuing to advertise during this time, you may consider leveraging Sprinklr sentiment analysis to control what ads are live and when. You can use the Sprinklr Rule Engine to pause ads that garner a greater volume of negative comments.

• Within Sprinklr, connecting your ad accounts means that no comment will go unmonitored. As you deploy new advertising content, use Sprinklr’s Engagement Dashboards to monitor and understand the responses to your ads, which may impact your strategy moving forward.

• During times of crisis, it is critical that the right eyes get on your content before it is disseminated to potentially millions of people. New approval workflows can be put in place to ensure that extra care is taken before deploying ads in the market.

• Understanding the sentiment and content of comments on your ads is an important step to understand how your brand is being perceived in times of crisis. Ad Comment Analysis Dashboard allows you to uncover content themes, sentiment, and audience details on the comments on your ads, helping you make informed creative and campaign decisions.

• Smart Rules for Listening has been made available to all Sprinklr Marketing (Ads) customers, allowing you to create sentiment-based triggers for your ad campaigns. If you’re currently leveraging the COVID-19 Crisis Blueprint in your environment, you can use listening topics from the blueprint to inform your triggers. Or, leverage an existing topic around your brand to trigger your campaigns.

• The Kill Switch, which allows you to disable all ads in one click, has been enabled in all environments. If you’d like to activate the Kill Switch, please contact your System Administrator to permission this feature.

Sprinklr Insights

• Learn from conversations about your Brand & Covid-19. Create a listening topic with the keywords listed below along with your brand keywords.

  Suggested COVID-related keywords

  "wuhan" OR "wuhan virus" OR "cough" OR "coughing" OR "driver cough" OR "driver coughing" OR "dry cough" OR "difficulty breathing" OR "body aches" OR "sick driver" OR "driver sick" OR "#wuhan" OR "coronavirus" OR "infected" OR "running nose" OR "coughing up phlegm" OR "cough when driving" OR "wear face mask" OR "wear a face mask" OR "wear mask" OR "wear a mask" OR "virus infection" OR "flu" OR "quarantine" OR "sick" OR "china virus" OR "fever" OR "sneezing" OR "snivel" OR #coronavirus OR #wuhan OR "#coronavirusoutbreak #corona" OR #virus OR #chinacoronavirus OR #chinavirus OR #wuhanvirus OR "covid" OR "covid-19" OR #covid19 OR #covid OR "covid19"

• Detect early signals with AI-powered Smart Alerts. Set up AI-powered smart alerts within Engagement dashboards, and create volumetric rules for crisis Listening topics.

• Stay connected to the chatter concerning your brand assets, employees, and COVID-19 mentions: Use Listening Rule to set up Email Alerts for any mention of COVID-19-related conversations & Brand Employees across offices and/or locations. 

• Use Listening rules and Inbound rules to automate sentiment analysis: For example, automatically tag phrases like "tested positive" as a negative sentiment.

• Use Smart Alerts and Location insights to know which major regions are being affected, are there spikes in mentions before major closures so they can take preventative measures beforehand (ex. spike in Italy coverage then next day, borders were closed).

• Use topics and themes for understanding Tariffs, Import/Export - are their supply chains going to be impacted, if so how, what are the topics of conversation around this.

• Breakdown conversations by themes and theme tags, find the top conversations, what is the SOV (Share of voice) and how does that change over time. This will help predict event closures and changes in travel behavior — broken into the property, region, state, city, as well as conversation type, such as travel, precaution, vaccines, etc.

• Use themes and advanced listening operators to understand the capitalization on different generations, i.e. reactions of millennial vs. boomers. For example: Are more millennials traveling now because the prices are so low? 

• Use the Smart triage dashboard to gauge if the media is swaying the public or do they think this is a hoax, does demographic change the conversation?

• Use Benchmarking to monitor your competitor’s responses during this time.

• Use Scheduled Exports for critical dashboards and have them automatically sent to key stakeholders.

• Share critical Reporting and Research dashboards with non-Sprinklr users using the External Link function.

• Use Location Insights to know if there are any COVID-19 related crisis instances at your specific store/restaurant/branch/franchisee.

• Use Product Insights to stay vigilant on your products reviews aligning with COVID-19.

Sprinklr Service

• Use a Listening Rule (add keyword lists) to manage posts in an engagement dashboard. Prioritize COVID-19 related interactions by creating a "Coronavirus" keyword list to apply to Engagement Columns, to best prioritize Customer Care Outreach within Engagement Dashboards or Agent Console. 

Sprinklr Social

• Use Copy Action Rule to automate inbound/outbound tracking of messages.

• Create a PR/Customer Care Macro to escalate any prioritized post to management, key stakeholders, legal, or public relations teams.

• Auto-Response for OOO using SAM + Rules with a condition to trigger emails for high priority keyword for rapid response during off-hours. 

• Create Inbound and Listening rules to respond to public messages first: rebatch/prioritize these rules, helping the client focus on any bad PR.

• Create an Outbound Custom Field property to tag all published messages with COVID-19 or Coronavirus for better, more granular reporting.