Online Community Software

Improve customer loyalty and boost profit margins by 41% with an online Community portal.

Your customers need answers, but not every question requires an agent. That’s why Sprinklr Service offers AI-moderated Community forums and a peer-generated content Knowledge Base: self-service solutions that encourage customers to help themselves to the information they need while supporting other consumers in the process – leading to happier, more loyal customers, reduced costs, and higher profit margins.


average reduction in customer cases for brands with online communities

Make fast, personalised customer service a reality. At scale
Sprinklr is trusted by the world's biggest brands
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Reduce service costs by 33% year-over-year.

Sprinklr reduces costly agent caseloads by empowering customers to solve problems using Knowledge Base and community-generated self-service support – and then maximises savings by making these conversations searchable online to other customers.

70% of companies fail to connect community data to CXM.

Sprinklr Service consolidates relevant community data from digital channels and internal data on the world’s first unified customer experience management (Unified-CXM) platform – and transforms it into actionable insights on trends, customer sentiment, preferences and ideas for product innovation.

Increase customer satisfaction rates 5.4x.

Research shows that consumers trust their peers over branded messages. Online communities offer an environment where they can build relationships with peers and experts, discover new ways to engage with your products and boost brand trust.

Why are online communities such an essential component of customer service in Unified-CXM?

Online communities aren’t new, but they represent tremendous and often unrealised potential as a channel for customer service. Unfortunately, most online community software is designed to keep teams and data in different places – so the Community Manager’s activities are artificially siloed from the Customer Service department.

Unified-CXM brings these worlds together by integrating online communities into the contact centre solution. Service agents are assigned to communities the same way they are to live chat, email or any other digital channel, and all data feeds into the company’s 360° view of its customers, driving actionable insights that help brands deliver better experiences on an enterprise scale, while also controlling costs.

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Reduce costs and improve customer experiences with self-service online communities from Sprinklr Service.

Connect with the experts at Sprinklr Service to discuss your business goals and customer use cases.

Decrease customer-service costs with AI-powered forum moderation.

Build relationships with your customers – and connect them to other customers.

Leverage community insights to improve your services and processes.

Reduce cases by more than 25% by enabling community-based self-service.

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Sprinklr helps you create an environment where customers can leverage the knowledge of the crowds to find solutions to issues – while gamifying the community via leaderboards, badges and prizes to encourage active, ongoing participation.

Create a 360° customer view to maximise agent engagement.

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Empower agents with the ability to proactively monitor community discussions and identify which customers need support or forum threads need intervention – keeping agent caseloads low and customer sentiment high.

Share valuable insights across the enterprise with Unified-CXM.

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Empower your customer service, sales and marketing teams to work collaboratively by identifying potential brand advocates – and developing targeted campaigns to win and retain their loyalty.

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How a unified contact centre solution helped AkzoNobel UK reduce response times by 80%.

Offering proactive support with a streamlined care centre.

AkzoNobel UK now provides social customer care for 6 different brands and 19 different accounts across 6 social channels – all from a single contact centre solution.

Increasing engagement by 172%.

By supporting customers along every step of their journey, AkzoNobel UK has seen a steep increase in interactions, positive sentiment and even earned reach.

Decreasing average response times by 80%.

Sprinklr cut their average response time from 5 hours and 42 minutes to 70 minutes – all in a single year, leading to improved sentiment and happier customers.

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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Trust Radius 2020 Top Rated Social Media Monitoring Tools

'With social, a bad customer experience can spread like wildfire. Sprinklr lets you put out social media fires before you get burnt.'

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'The only way for your business to connect on social. Sprinklr has a simple interface. Love it!'

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Unify your contact centre to make your customers happier and empower your team.

Contact us for a customised demo of Sprinklr Service – and find out how it creates better customer experiences at every touchpoint.

  • Manage customer service across more than 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

  • Optimise your operations with automated speech and text analytics

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