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Modern Care

Modern Care

Increase customer satisfaction and retention, and reduce support costs by cutting resolution time in half – across all your digital channels

Apply smart, automated, and AI-driven technologies to provide modern customer care at scale.

Assist your customers on channels they prefer

Social Channels
Messaging Channels
Email and SMS
Live Chat
Community
Integrated Listening

Customers are increasingly using social channels of their choice to seek resolution for their issues. Handle cases with full conversation history for all social channels like Facebook, Twitter, Instagram, etc.

Advanced Workflow Automation features enable practitioners to get more done, faster.

Automation Engine
Customer Authentication
Case Management
Assignment Engine
Scheduler Engine
Approval Workflows

Repetitive manual remediation tasks are the bane of most customer service teams’ lives since they’re often tedious and time-consuming. Design efficient automation processes to classify, prioritize and tag messages based on keywords, influencer score, issue type, sentiment and more so that agents spend less time on manual housekeeping tasks.

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

Conversational AI
CSAT Prediction
Intent Tagging
AI-based Moderation
Smart Responses
Smart Alerts

Creating and maintaining Bots on different platforms creates issues in seamless transfer to live agents and makes scaling across different channels difficult. Create omnichannel AI-powered conversational AI to resolve repetitive queries at scale and transfer to a live agent seamlessly whenever required.

Gather customer feedback and monitor agent performance in real time across all channels

Analytics
Supervisor Console
Omni-channel Survey
Data Engine
Agent Audit
Display

Creating custom reports often require the help of data analysts or IT. Create custom reports and dashboards with flexible drill down capability, which can be exported as PDF or shared as a live link.

The world's leading brands use Sprinklr Modern Care to:

Reduce Churn

  1. 1

    Reduce churn by providing consistent support across digital channels customers prefer with a consolidated, personalized view of past conversation history.

  2. 2

    Increase customer retention by using real-time, AI-driven predictors of customer satisfaction for agent-customer engagement.

  3. 3

    Don't miss a revenue opportunity by empowering your care agents to drive upsells and seamlessly transfer identified leads to marketing and sales teams.

Reduce costs

  1. 1

    Migrate customers to cheaper, modern channels that agents can manage on one unified platform by leveraging AI, IVR-deflection and consolidated omni-channel reporting.

  2. 2

    Improve SLAs by reducing the time agents spend handling cases with AI-based conversation suggestions, automated workflows & CRM integration.

  3. 3

    Allow agents to spend more time solving complex customer inquiries by leveraging AI, integrated bots & communities to manage routine tasks.

Improve Customer Satisfaction

  1. 1

    Retain and upskill care agents with a superior user experience through automation of case assignments and improved workforce management.

  2. 2

    Monitor and audit agent-customer interactions across digital channels to ensure response quality, brand compliance, customer authentication, and approval workflows.

  3. 3

    Take a proactive approach to managing the risk of PR crises with an AI-based early warning system & escalation process across internal teams to ensure customer concerns are managed appropriately.

Driving Customer Care transformation for our customers

In September of 2019, we launched our usage of the Sprinklr Modern Care Tool. Our proudest achievements (since then) are the relationships we've built with customers as we celebrate their wins and provide them with support. We’ve seen a 40% increase in sentiment change in conversations this team has engaged with increasing our customer satisfaction, expectations, and experience.

Devin Hood
Director of Digital Experience, Cisco
Read the article

Devin Hood

Director of Digital Experience, Cisco

In September of 2019, we launched our usage of the Sprinklr Modern Care Tool. Our proudest achievements (since then) are the relationships we've built with customers as we celebrate their wins and provide them with support. We’ve seen a 40% increase in sentiment change in conversations this team has engaged with increasing our customer satisfaction, expectations, and experience.

Love means never having to say that you missed an opportunity to improve CXM.

Contact us today and let us come up with a proposal that addresses your enterprise needs.

Already a customer and need some love?
Email: support@sprinklr.com

Give us a call: +917-933-7800

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