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Reduce call volume with a radically different contact center solution
Build & manage an online community integrated into your Care strategy
Respond faster with personalized, data-driven 1:1 customer support
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AI-powered, real-time data and insights that fuel proactive customer care
Automate workflows and processes — and drive more first-contact resolutions
Analyze conversations instantly & surface predictions, suggestions & alerts
Empower agents and customers with direct access to the answers they need
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Real-time voice of customer insights on digital and traditional channels
Analyze your content’s performance vs. competitors and best-in-class brands
AI insights from reviews & social: How customers feel about your products
Real-time, location-based analysis of face-to-face brand experiences
Real-time visual intelligence that powers meaningful connections on digital
Connect stories across social & news for a complete measure of earned media
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Plan, manage & measure brand content across 30+ channels from one platform
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Save time, manage brand risk, and increase ROI with AI-powered insights
Get a unified view of campaign performance on 30+ channels & 3rd party data
Encourage, measure, and optimize employee advocacy for your brand on social
Increase your ROAS, fuel collaboration, reduce risk, and unify reporting
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Sprinklr AI turns unstructured data into actionable, real-time insights for your enterprise.
Create customized, powerful AI text classification models easily — without coding.
Visualize real-time data on command centers, retail signage, stadium screens, and more.
Build on-brand, shareable digital presentations that update with real-time data automatically.
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Experiment and learn in an isolated test setting that mimics your live production environment.
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Integrate data and execute processes with external systems using RESTful web APIs.
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Deliver seamless customer service experiences across 30+ digital channels
Leverage a unified view of the customer to help you protect, grow, and manage your brand
30+ channels of AI-powered analysis, prediction & suggestions—in one place
Manage customer care on 30+ digital channels from one AI-powered platform
Consolidate all of your social media needs on the only unified social suite
Streamline case handling to reduce costs and accelerate time-to-resolution
Create a frictionless service experience no matter which channel customers use
Deliver customers to the right agents—so you can reduce cost-per-interaction
Learn about customer engagement and how companies leverage it to improve brand awareness and increase customer satisfaction, loyalty, and sales.
Customer engagement refers to any two-way interaction between a brand and its customer on a communication channel. Several brands engage with customers consistently — even after they’ve made a purchase — to build customer loyalty and win repeat business. Social media, community forums, websites, and emails are some commonly used digital channels for customer engagement.
Providing value to your customers through active interactions is the core of customer engagement.
Customer engagement can benefit your brand in the following ways:
Customer engagement helps your brand uncover customers’ true feelings about your products and services. It helps identify your most valuable products and pinpoints areas that need to be improved in order to offer a consistent experience across touchpoints.
Engaged customers build a long-term relationship with a brand because they feel heard and appreciated. By engaging respectfully with your customers, resolving their concerns, and improving your product based on their feedback, you give them reasons to stay — brands retain 89% of customers when they deliver consistent service across all channels.
Consistent customer engagement creates a loyal customer base over time. These customers not only become your brand advocates and fuel your word-of-mouth marketing, but it is also easier for you to sell your other products to them. Upselling to loyal customers improves sales velocity, saves time, and reduces the costs involved in converting a new lead.
Keeping customers engaged throughout their purchase journey (and beyond) helps brands improve business metrics such as revenue, CSAT, customer retention, etc. Over time, this engagement fosters customer loyalty and advocacy, making it easier to collect valuable customer insights and create data-driven marketing strategies, including retargeting, content development, email, and more. Customer insights further improve sales processes by empowering outreach messages and pitch decks with relevant data.
To reap the benefits of customer engagement, you need to create an efficient customer engagement strategy, the core elements of which include:
Brands receive massive volumes of inbound messages from chats, comments, communities, and more, thus increasing the risks of off-brand voice. Maintaining one brand voice across channels lends you credibility, bolstering customer engagement with consistent and cohesive conversations.
Studying consumer behavior across various channels allows you to identify inefficiencies in your customer engagement strategy. Analyze interactions that resulted in a bad customer experience and learn which channels customers engaged with the most, and fine-tune your strategy accordingly.
When you create content that educates and resonates with customers, they are more likely to engage with it. By understanding their likes and preferences, you can create targeted content that further increases customer engagement. Engaged and happy customers can help you create UGC (User-generated Content) by voicing their satisfaction on social media platforms or product review websites, thereby establishing a credible online presence.
Learn more about review management.
Engaging effectively with customers on social media and other digital touchpoints is easier said than done. But, if done right, customer engagement can reduce your brand’s negative sentiment by 73% and generate $700k in annual retention-driven revenue from sales, delivering a positive experience for every customer.
Sprinklr’s Social Engagement & Sales lets you deliver positive experiences on 30+ digital channels and measure performance at scale by:
Brands receive thousands of messages every day and must quickly identify conversations that matter most. Sprinklr helps you filter out spam messages and low-intent feedback, allowing your teams to proactively identify engageable conversations containing leads, complaints, and more, thereby reducing response time and making it cost-efficient to convert leads even with a modest workforce.
Responding to engageable customer conversations can be labor-intensive, resulting in delayed responses — 75% of customers expect a response from brands within five minutes. Sprinklr’s AI gauges a customer’s intent behind a direct message or comment and enables you to respond with the right message and reduce average handling time (AHT). Such capabilities have enabled brands like Microsoft to respond 30% faster to their customers.
AI-powered compliance checks can help you and your teams maintain compliance with brand guidelines to ensure your responses are never off-brand, ensuring the content is relevant and flagging any bias before it reaches the customer.
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