The voices of dissatisfied customers can spread like wildfire on social media. But with Sprinklr Modern Care, companies can address complaints before they become catastrophes – and renew the confidence of customers – by using AI-powered Social Listening to identify critical cases and automated routing to get them to the right agents faster.
Sprinklr is trusted by the world's biggest brands
Reduce brand risk
Sprinklr’s automation proactively engages with customers to address problems at the right time – before issues turn into visible evidence of a bad customer experience and your company becomes famous for the wrong reasons.
Maximise agent efficiency
AI-powered automation filters through billions of digital conversations to reveal the messages with the greatest potential for harm – and routes them to the right agents at the right time, so they can focus on the most relevant issues.
Improve customer satisfaction
Social-savvy consumers expect brands to deal with problems quickly and treat them as an audience of one. Modern Care helps enterprises meet those expectations by proactively addressing customer frustration – and turning it into satisfaction.
Why is Social Listening so crucial to effective customer service?
Most public conversations that affect your brand reputation don’t come directly into your contact centre. Today’s customers are active 24/7 on an evolving spectrum of channels – and they use the ones they care about, not the ones that are easiest for your company. If you’re not right there with them, on every channel, you’re missing out on vital opportunities to create great service experiences.
These conversations may happen outside your domain, but they’re not beyond your control. A modern contact centre solution built on the industry’s first unified customer experience management (Unified-CXM) platform, leveraging advanced AI listening across more than 30 digital and social channels, can automatically identify the messages that matter most to your brand, then turn them into cases that are prioritised and routed to the right agent. On the first touch. Every time.
Don’t wait for customers to bring you problems. Proactively bring them solutions.
Connect with our experts to discuss your social listening goals and use cases.
Reduce brand exposure to potential harm on public social platforms.
Harness the power of a proven Social Listening solution to identify messages with the greatest potential to ignite negative sentiment about your brand – and position your team to respond proactively.
Know definitively when to engage with Intuition Moderation.
With AI-powered message sorting, Sprinklr Modern Care automatically classifies messages found via Social Listening as engageable or non-engageable – so your customer service team can focus exclusively on the conversations worth having.
Optimise response times with intelligent classification-powered routing.
Automatically tag engageable messages with their correct intents, so they get to the agent who has the right combination of skills and availability the first time – and generate the best customer outcomes.
Get the Essential Guide to AI for Customer Service.
Discover how AI-powered listening on the digital channels that your customers prefer can help you get a head start on customer care.
Find out how to power IVR Deflection via AI-powered chatbots, reducing your call volume and live agent costs.
Identify ways to accelerate agent response time by detecting customer intent via AI – and use those insights to generate helpful data and winning responses.
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Unify your contact centre to make your customers happier and empower your team.
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Manage customer service across 30+ digital and voice channels from one unified platform
Scale your capabilities while reducing costs with Conversational AI and self-service solutions
Reduce overall handle times and boost agent productivity using AI-driven insights and assistance
Optimize your operations with automated speech and text analytics
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