Modern Care

Sprinklr Modern Care reduces the cost of customer support handling and resolution by applying smart, automated, and AI-driven technologies.

1
Make Care the new Marketing
by moving customer care to modern cost effective channels
2
Reduce Agent costs
by reducing response times through automation
3
Increase customer satisfaction
by improving collaboration with marketing and sales teams
Modern Marketing Modern Advertising Modern Research Modern Care Modern Engagement
Point Solutions
Unified Front Office
VS

Fragmented Care due to multiple points solutions covering modern channels like WeChat, Line, Apple Business Chat, Google RCS, etc.

Manual Triaging & Prioritization makes it difficult to scale care efficiently

Lack of integrated bots and AI capabilities increases cost per case resolution

Unified platform providing global coverage for modern channels like WeChat, Line, Apple Business Chat, Google RCS, etc.

Smart workflows to automate housekeeping activities and approvals to help scale care efficiently

Integrated bots and AI to augment agent interaction and improve productivity

Manual and Rigid Assignment logic leads to delayed responses and reduces CSAT

Limited assistance and context for agents to resolve customer issues effectively.

Ineffective identification of distressed customers leads to executive escalations.

Skill-based routing assigns cases to right agents for quick and meaningful responses.

AI-powered smart responses reduce resolution time and improve response quality.

Early Warning System proactively identifies distressed customers to effectively manage escalations.

Missed opportunity for Care teams to collaborate with marketing and sales for upsell.

Broken customer experience due to silos between marketing and care.

Inability of Care teams to pass on insights from customer interactions to research and product teams.

Care teams can seamlessly transfer identified leads to marketing and sales teams.

Collaboration with entire front office to deliver superior customer experience.

Collaboration with Product, Engineering & Executive teams on customer issues and service insights.

Features include:

Listen for care messages on modern social and messaging channels.

Engage on both social and non-social posts on a single platform.

Using AI powered intent identification, proactively predict cases which lead to executive escalations.

  • Industry Common
  • Social Channel
  • Social Messaging
  • Industry Advanced
  • Modern Messaging – WhatsApp, Line, Viber, Kakao, WeChat
  • Sprinklr Unique
  • Integrated Live Chat
  • Integrated Listening
  • Email & SMS
  • Early warning system

Features include:

AI based moderation to route only the relevant care messages for agent attention.

Optimally assign cases to right agents for faster case resolution.

Capacity sharing among agents to optimize the turnaround time.

  • Industry Common
  • Auto Tagging
  • Manual triaging
  • Industry Advanced
  • Auto triaging
  • Skill based routing
  • Sprinklr Unique
  • Preferred agent routing
  • Assignment Engine
  • AI powered moderation
  • Customer authentication

Features include:

Omnichannel Agent console which acts as a contextual workspace for faster case resolution.

Drive self serve through AI powered bots.

Augment Agent interaction through smart recommendations and approval workflow.

  • Industry Common
  • Agent console
  • Case Management
  • Industry Advanced
  • Canned Responses
  • CRM integration
  • Sprinklr Unique
  • Smart Responses
  • Community for self service
  • Integrated chatbots
  • Approval workflow

Features include:

Measure key care performance attributes like response SLAs, first response times and Case resolution times.

Monitor Agent performance in real time and conduct periodic audits.

Gather customer feedback across all channels to identify product and process improvements.

  • Industry Common
  • SLA reporting
  • Response time
  • Industry Advanced
  • Capacity utilization
  • Agent performance
  • Sprinklr Unique
  • CSAT across channels
  • Omni-channel surveys reporting
  • Agent QA analysis
  • Sampling for agent audit
  • SLA breach alerts

AI for Care

8 advanced AI capabilities to augment agent interaction, resolve cases faster, and deliver exceptional customer care.

Automation

9 advanced Workflow Automation features enable practitioners to get more done, faster. And maybe even get home in time for dinner.

Sprinklr pays for itself — discover our value realization model.

Sprinklr generates millions of dollars of value for our customers – the 45 primary business use cases below illustrate how Sprinklr can deliver positive business outcomes for your organization.

Modern Marketing
Modern Advertising
Modern Research
Modern Care
Modern Engagement
Generate more sales with better content
1
Create more impactful content by leveraging AI-powered insights which analyse what your customers, prospects, and competitors are saying
2
Improve results with the same budget by identifying high-performing content which you've already produced, and then reusing it across channels, markets and business units
3
Make your content more compelling by getting your customers, advocates, employees, and influencers to generate and promote content for you with UGC, advocacy and influencer features
Reduce content production costs
4
Save time with your campaign planning and content production using automated workflows, agile boards and milestone tracking
5
Enhance your team's productivity with contextual collaboration between your internal teams (brand & legal) and external teams (agencies & vendors)
6
Get all your teams (functions, business units, markets) working together in a single and collaborative platform with a unified calendar and centralized asset management
Protect your brand's reputation
7
Eliminate the risk of off-brand marketing with a global compliance framework for standardized briefs, content templates, governance rules, and approval processes
8
Eliminate the risk of unauthorized marketing with an auditable governance structure that manages user access permissions based on roles and responsibilities
9
Manage the risk of PR crises by restricting content for confidentiality, monitoring with red-flag keyword rules, and the ability to automatically stop publishing across all channels
Increase Return on Ad Spend
10
Improve your social advertising results with AI-powered, real-time optimization across social platforms, creative unit types, and audience types (psychographic, demographic, geographic)
11
Increase revenue with your social advertising by leveraging real-time optimization across the conversion funnel for click-throughs, completions, conversions, and sales
12
Drive better results by using listening insights from the real voice of your customer to improve your content & audience strategy across Paid, Owned, and Earned
Reduce advertising production costs
13
Reduce your creative production time with creative & campaign workflows that drive real-time collaboration between brands and agencies with auditable governance
14
Streamline and automate your ad creation and optimization using AI with a unified, cross-channel execution platform
15
Get the timely insights you need to improve your advertising strategy with real-time, automated reporting dashboards across social and 3rd party metrics
Protect your brand's reputation
16
Eliminate the risk of off-brand advertising with a global compliance framework for approvals, governance rules, and moderation processes
17
Eliminate the risk of unauthorized advertising with an auditable governance structure that manages user access permissions based on roles and responsibilities
18
Manage the risk of PR crises and overspent budgets with controlled access to accounts and budgets and the ability to automatically stop advertising across channels
Grow your business with insight
19
Improve your products and discover new product ideas by listening to what your customers are publicly saying (LISTEN) and then use AI to get insights on that unstructured data (LEARN)
20
Stop guessing your brand equity metrics by gaining a real-time understanding of brand awareness, product perception, customer loyalty, and user satisfaction
21
Improve your demand gen funnel conversion rates by identifying consumer purchase intent signals, switching signals, or lifecycle event signals -- before they become an MQL
Improve your customer experience
22
Improve your CX score by using AI to examine customer feedback and optimize customer experience across all touch points
23
Make better informed marketing investment decisions by using deep audience insights to decide on event sponsorships, brand ambassadors, media plans, or content strategy
24
Gain competitive advantage and save time by understanding their marketing rhythms and tactics, and then incorporate those insights into your own marketing plan to pre-empt their moves
Protect your brand's reputation
25
Stop being surprised by PR crises with AI-based crisis detection which can detect issues at the very earliest stage, while you still have time to react and alert stakeholders
26
Protect your brand equity by finding and identifying scammers such as unauthorized resellers, fake brand handles, counterfeit products, and unwanted brand associations
27
Improve your organization's crisis response SLA with a crisis management protocol that uses automated workflows to connect departments and stakeholders with mobile notifications & alerts
Make Care the new Marketing
28
Don't miss a revenue opportunity by empowering your Care team to seamlessly transfer identified leads to your marketing and sales team
29
Help your Care team drive new sales opportunities by making it easy for them to guide customers through relevant product information
30
Make Care an organizational priority by enabling real-time collaboration on customer issues and service insights across marketing, product, development, and executive teams
Reduce agent costs
31
Spend less time trying to manage your Frankenstack of point solutions and focus your resources on one unified platform for social, messaging, email, chat, and voice channels
32
Have your agents spend more time interacting with customers and less time on internal tasks by using smart workflows to automate housekeeping activities, approvals, and training
33
Increase customer interactions per agent with AI-based conversation suggestions and integrated bots that can handle routine inquiries at the front end
Increase customer satisfaction
34
Create more relevant and helpful customer care engagements by automating skill-based message routing and assignment so that customers are talking to the right agent at the right time
35
Make your agents look more knowledgeable and complete care engagements faster by leveraging AI-based Smart Responses to instantly respond to customer questions
36
Eliminate embarrassing social & internal escalations from highly distressed customers by using an AI-based early warning system to make sure their issues are managed appropriately & quickly
Turn social into a revenue driver
37
Don't miss an opportunity to engage with your customers on all modern social and messaging channels by leveraging integrated listening
38
Social is now the preferred business contact channel, so you can increase your prospect & customer engagement by embedding social on your Web site and other owned properties
39
Amplify your earned media organic reach by getting your customers, employees, and influencers to generate content for you with UGC, advocacy, and influencer tools
Get more output from social media managers
40
Increase your social media manager productivity by eliminating manual message sorting and, instead, automatically triaging inbound messages by priority or intent and assigning them appropriately
41
Increase interactions per social media manager with AI-based conversation suggestions (Smart Replies), templates, and integrated bots that can handle routine inquiries
42
Let your social media managers get more done by eliminating the need for multiple apps and instead use a single platform for listening, publishing, and engagement across all channels
Protect your brand's reputation
43
Eliminate the risk of off-brand engagement with a global compliance framework for approvals, governance rules, smart replies and moderation processes
44
Eliminate the risk of unauthorized engagement with an auditable governance structure that manages user access permissions based on roles and responsibilities
45
Manage the risk of PR crises with with account access control and the ability to automatically and instantly stop publishing across all channels

Contact Us

Contact Form

GET HAPPIER