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Sprinklr

1 resource from Sprinklr we point founders to, and the questions each answers.

📄 Article
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Written by a social-listening/CX platform, so it's unusually practical about the monitoring and detection side of crisis management, not just the response messaging.

Social Media Crisis Management: Complete Guide

From Sprinklr

  • Covers detection (monitoring, sentiment spikes) alongside response
  • Explains escalation triggers for when a complaint becomes a crisis
  • Useful for setting up an early-warning process, not just a response plan
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Answers A customer's complaint about my product just went viral on social media, what do I do in the first few hours? How do I monitor for a brewing crisis before it goes viral, instead of finding out after?
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