Brands can transform customer care by routing phone calls to messaging conversations that agents can manage on Sprinklr’s unified platform . Leading companies like SLING TV are already taking advantage of this integration to decrease costs and make customers happier
NEW YORK, NY — June 25, 2020 – Sprinklr, the leading Customer Experience Management platform (CXM), today announced its integration with Google’s Business Messages, making it even easier for brands to respond to messages from customers who find their business listing on Google. Mobile searchers simply message the brand directly from the listing, and brands can now capture, route, and resolve the message alongside customer inquiries from other channels – all in Sprinklr.
Businesses spend $1.3 trillion on 265 billion customer service calls each year. Google’s Business Messages can help brands cut customer service costs while increasing customer satisfaction.
Sprinklr makes it easy for brands to meet consumers where they are on any messaging channel. With Sprinklr’s AI capabilities, managing conversations with Google’s Business Messages becomes even more efficient with Smart Response Recommendations that automatically suggest relevant replies, and Smart Alerts that notify agents when the volume of care issues spike. Brands can also gain insight into the quality of their customer care by using Sprinklr to automatically send a CSAT survey on Google’s Business Messages after the conversation is closed.
“Google’s Business Messages is built to create quick, meaningful and effective connections with customers,” said Fei Gao, Partnerships Manager at Google. “We’re pleased to have Sprinklr bring the benefits of Google’s Business Messages to global brands by making it easy to manage customer inquiries in one platform.”
“Every month, SLING TV customers search for our customer care number on Google, many on their mobile phones. Whether it’s to upgrade programming or update billing information, we need to be able to respond quickly to meet their needs,” said Seth Van Sickel, Vice President of Operations at SLING TV. “Sprinklr’s integration with Google Business Messaging makes it easy for us to quickly route and answer messages without leaving Sprinklr. As a result, we’re able to improve our customers’ experiences.”
“Google Search is one of the largest entry points in the world for customer care. People go there looking to contact a business, and they often only find phone numbers. As a result, call volumes are skyrocketing, customer support costs are high, and customer experiences are suffering,” said Ragy Thomas, Sprinklr CEO & Founder. “Sprinklr’s integration with Google’s Business Messages solves these challenges by enabling brands to deflect high call volumes, and use Sprinklr’s AI to respond more efficiently. With inquiries from social media and messaging all in one place, brands can easily listen to and engage customers on the channels they use most.”
Sprinklr (@Sprinklr) is the world’s leading Customer Experience Management (CXM) platform. We help organizations reach, engage & listen to customers & citizens across 24 social channels, 11 messaging channels and hundreds of millions of forums, blogs, and review sites. Sprinklr is a global company with 1,800+ employees helping brands in more than 150 countries create memorable customer experiences.