Social DM Distribution allows brands to send private, 1:1 survey invitations through Direct Messages within active social support conversations in Sprinklr Service. Surveys can be triggered directly from ongoing interactions, allowing feedback to be collected in the same thread where support took place. This eliminates reliance on public posts or external tools and ensures feedback is aligned with actual support outcomes. By capturing responses immediately after resolution, teams gain timely, context‑rich insights and can unify customer feedback, conversation context, and agent performance into a single comprehensive view.

Business Use Cases

• Collecting Post-Support Customer Satisfaction in Social Care: Social Distribution empowers organizations to easily collect feedback following support engagements. Surveys are automatically delivered via private direct messages upon issue resolution, ensuring timely and pertinent responses. This enables a unified evaluation of customer satisfaction, support interactions, and agent performance, all managed within Sprinklr for a streamlined and seamless feedback experience. Furthermore, it aids in gauging customer satisfaction right after support interactions, gathering more genuine and context-aware feedback, and analyzing experience patterns across agents, issue types, and social channels.

Social DM Distribution enables contextual and private feedback collection by delivering surveys directly within active DM conversations, increasing relevance and response intent. It also provides actionable distribution insights, allowing teams to track invite delivery, opens, starts, completions, and drop‑offs to evaluate post‑care performance across cases and teams, all within a unified workflow.

Prerequisites

In order to access the Social Survey distribution, you must have access to the following View and Edit Distribution permissions at the Survey Level.