Online Community software
Improve customer loyalty and boost profit margins by 41% with an online Community portal.
Your customers need answers, but not every question requires an agent. That’s why Sprinklr Modern Care offers AI-moderated Community forums and a peer-generated content Knowledge Base: self-service solutions that encourage customers to help themselves to the information they need while supporting other consumers in the process – leading to happier, more loyal customers, reduced costs, and higher profit margins.
Cost savings of 25%
reported by the 49% of businesses leveraging online communities.
Marketing Insider Group
Sprinklr is trusted by the world's biggest brands
Reduce service costs by 33% year-over-year
Sprinklr reduces costly agent caseloads by empowering customers to solve problems using Knowledge Base and community-generated self-service support – and then maximises savings by making these conversations searchable online to other customers.
70% of companies fail to connect community data to CXM
Modern Care consolidates relevant community data from digital channels and internal data on the world’s first unified customer experience management (Unified-CXM) platform – and transforms it into actionable insights on trends, customer sentiment, preferences and ideas for product innovation.
Increase customer satisfaction rates 5.4x
Research shows that consumers trust their peers over branded messages. Online communities offer an environment where they can build relationships with peers and experts, discover new ways to engage with your products and boost brand trust.
Why are online communities such an essential component of customer service in Unified-CXM?
Online communities aren’t new, but they represent tremendous and often unrealised potential as a channel for customer service. Unfortunately, most online community software is designed to keep teams and data in different places – so the community manager’s activities are artificially siloed from the customer service department.
Unified-CXM brings these worlds together by integrating online communities into the contact centre solution. Service agents are assigned to communities in the same way they are to live chat, email or any other digital channel, and all data feeds into the company’s 360° view of its customers – driving actionable insights that help brands deliver better experiences on an enterprise scale, while also controlling costs.
Reduce costs and improve customer experiences with self-service online communities from Sprinklr Modern Care.
Connect with the experts at Sprinklr Modern Care to discuss your business goals and customer use cases.
Decrease customer service costs with AI-powered forum moderation.
Build relationships with your customers – and connect them to other customers.
Leverage community insights to improve your services and processes.
Reduce cases by more than 25% by enabling community-based self-service.
Sprinklr helps you create an environment where customers can leverage the knowledge of the crowd to find solutions to issues – while gamifying the community via leaderboards, badges and prizes to encourage active, ongoing participation.
Create a 360° customer view to maximise agent engagement.
Empower agents with the ability to proactively monitor community discussions and identify which customers need support or forum threads need intervention – keeping agent caseloads low and customer sentiment high.
Share valuable insights across the enterprise with Unified-CXM.
Empower your customer service, sales and marketing teams to work collaboratively by identifying potential brand advocates – and developing targeted campaigns to win and retain their loyalty.
How a unified contact centre solution helped AkzoNobel UK reduce response times by 80%.
Offering proactive support with a streamlined care centre
AkzoNobel UK now provides social customer care for 6 different brands and 19 different accounts across 6 social channels – all from a single contact centre solution.
Increasing engagement by 172%
By supporting customers along every step of their journey, AkzoNobel UK has seen a steep increase in interactions, positive sentiment and even earned reach.
Decreasing average response times by 80%
Sprinklr cut their average response time from 5 hours 42 minutes to 70 minutes – all in a single year, leading to improved sentiment and happier customers.
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Trust Radius 2020 Top Rated Social Media Monitoring Tools
'With social media, a bad customer experience can spread like wildfire. Sprinklr lets you put out social media fires before you get burnt.'
G2 Top 50 Products for Customer Service
'The only way for your business to connect on social media. Sprinklr has a simple interface. Love it!'
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Manage customer service across 30+ digital and voice channels from one unified platform
Scale your capabilities while reducing costs with Conversational AI and self-service solutions
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