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Sprinklr Enables ServiceNow CSM Customers to Modernize Customer Care with AI and Access to Social and Messaging Channels  

The ServiceNow Customer Service Management (CSM) and Sprinklr Modern Care integration helps brands decrease case resolution time, cut costs, and reduce customer churn 

NEW YORK, NY — August 6, 2020 – Sprinklr, the world’s leading Customer Experience Management platform (CXM), today announced the availability of its ServiceNow Customer Service Management (CSM) integration, helping companies decrease case resolution time, cut costs, and reduce customer churn. Companies can use Sprinklr’s AI capabilities to automate the creation of customer service cases and respond to customers on 30+ social media and messaging channels without leaving ServiceNow. This integration is generally available today to all Sprinklr Modern Care and ServiceNow CSM customers.

Customer Experience Management Challenges

Customer expectations have changed over the past decade fueled by the growth of social media, messaging channels, and review sites. What customers are saying is a direct result of their experience with a brand – with dissatisfied customers telling an average of seven people about their negative experience.
Today, the impact of the coronavirus pandemic on customer service volumes is tremendous. Now more than ever, companies need to have a seamless, digital-first customer care strategy. 

The Solution: Sprinklr + ServiceNow 

The Sprinklr and ServiceNow integration offers companies the following capabilities: 

  • Auto-create customer service cases in ServiceNow from social posts and messages. 

  • Create automated or personalized responses to customers on social and messaging channels such as Twitter, Facebook, Instagram, WhatsApp and YouTube without leaving ServiceNow. 

  • Enrich case and contact data with customer-controlled social media and messaging details in ServiceNow for a complete view of past interactions and conversation history. 

Comments on the News: 

“People expect a consistent, immediate experience wherever and whenever they engage with a brand,” said Michael Ramsey, Vice President of Product Management for Customer Workflow Products at ServiceNow. “Together with Sprinklr, ServiceNow’s digital workflows are empowering remote service teams to efficiently solve customer problems.” 

“The future of customer experience management will be shaped by technology that bridges silos and drives collaboration across every customer-facing department,” said Pavitar Singh, CTO, Sprinklr. “With this integration, ServiceNow customers that have teams across regions and departments can easily collaborate, manage customer care requests, and gain insight on customer needs across social media and messaging channels without leaving Sprinklr’s unified platform.” 

“Sprinklr’s focus is on helping companies provide experiences that make customers happier,” said Doug Balut, VP of Global Alliances and Ecosystem, Sprinklr. “The powerful combination of ServiceNow with Sprinklr Modern Care will reinforce our mission to deliver unmatched customer experiences.” 

Additional Resources: 
About Sprinklr

Sprinklr (@Sprinklr) is the world’s leading Customer Experience Management (CXM) platform. We help organizations reach, engage & listen to customers & citizens across 23 social media and 11 messaging channels and hundreds of millions of forums, blogs, and review sites. Sprinklr is a global company with 1,900+ employees helping brands in more than 150 countries create memorable customer experiences. 


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