5 Advantages of Sprinklr Service Self-Serve: insights from real-world case studies

Jordana Gustafson Wright

March 18, 20243 min read

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As brands everywhere navigate the ever-changing landscape of customer expectations, they're on the lookout for solutions that not only meet but exceed these demands. Below, we’ll dive into three real-world use cases to discover how advanced customer service strategies are empowering companies to deliver unparalleled experiences, streamline operations and stay ahead of the curve in a competitive marketplace.

Let's explore five key advantages companies are looking for through the lens of Sprinklr customer case studies.

Table of Contents

1. Handling a high volume of inquiries efficiently

During the COVID-19 pandemic, Home Centre Middle East experienced a surge in purchases and social media inquiries, inundating their customer service team. The Home Centre team implemented Sprinklr Service Self-Serve, a powerful, out-of-the-box solution that now enables them to efficiently manage some 10,000 customer inquiries per month, thanks to AI-driven triaging and automated ticketing management. Six months after launch, Home Centre improved its average case handling time by more than five minutes and closed 25% more cases within its SLA.

2. Providing omnichannel support across social media platforms

TrueBlue, a leading staffing and recruiting company, struggled to manage over 600 social accounts associated with its PeopleReady brand. Sprinklr Service Self-Serve provided the company with a unified platform to streamline customer service operations across social media channels, ensuring seamless support and consistency in communication. Within 60 days of implementation, PeopleReady improved its average first-response time by an incredible 23 hours and brought their average ticket closure down from 13 days to two.

3. Proactively monitoring customer sentiment

GO Telecom, a telecommunications company based in Saudi Arabia, faced challenges with delayed response times and fragmented customer service processes. Sprinklr Service Self-Serve empowered them to proactively monitor customer sentiment and manage social media engagements, leading to improved customer satisfaction. Average case handling time went down by 63% while average CSAT scores went up by 20%.

4. Automating workflows and ticketing

Sprinklr Service Self-Serve also enabled GO Telecom to categorize responses effectively, differentiate between inquiries and define the urgency of cases. By leveraging automated workflows, they can now identify and prioritize VIP customers' needs, ensuring immediate responses to their queries. This proactive approach contributes to the team’s enhanced customer service efficiency and effectiveness.

5. Unlocking actionable insights and reporting

Home Centre Middle East also leveraged Sprinklr Service Self-Serve to gain actionable insights and reporting capabilities, which helped them to transform their approach to customer service management. Through comprehensive reporting and analytics, the company can now track key performance indicators and measure the impact of their customer service efforts in real-time. Detailed dashboards provide invaluable insights, allowing for data-driven decision-making and continuous improvement initiatives. With robust reporting features, Home Centre Middle East is now empowered to enhance customer interactions and drive business growth effectively.

The real-world case studies of Home Centre Middle East, TrueBlue and GO Telecom highlight the tangible benefits of using Sprinklr Service Self-Serve for streamlining customer service operations, enhancing efficiency and delivering exceptional customer experiences. Whether it's efficient handling of high-volume inquiries, unified omnichannel support, proactive monitoring of customer sentiment, automated workflows or actionable insights and reporting, Sprinklr Service Self-Serve empowers brands to navigate the complexities of the modern digital customer service.

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