Non-profit organization uses AI to strengthen human connection on social media

As part of its mission, the organization wants to leverage social media to reach people around the world while maintaining a deeply human, personal touch in every interaction. To do this, it needed a technology solution that could enable it to foster meaningful connections, at scale. The team wanted to nurture community on social media through multilingual conversations and content — and to embrace data-driven insights to measure impact. 

A unified solution presented a different way of thinking about social media that resonated with what the team wanted to achieve.  
 

"Integrating Sprinklr into our operations represents more than a technology upgrade,” said the organization’s business analyst. “It signifies a strategic decision aimed at harmonizing scalability with meaningful impact. With Sprinklr, we're more effective, more insightful and, most importantly, more connected to the hearts and minds of those we aim to reach.” 

Sprinklr now powers all of the organization’s digital and social media experiences, as it engages with its community around the world.

Cost-effective, scalable interactions 
Sprinklr Social offers the organization a unified platform that consolidates social media management and communication channels — streamlining processes and reducing costs associated with point solutions. With Sprinklr, the team gains real-time visibility and oversight of conversations across social and digital channels, enabling consistent and scalable interactions without extensive manual monitoring. Additionally, Sprinklr's automation features allow the team to efficiently handle high engagement volumes, reducing operational costs. The platform's robust reporting capabilities also provide valuable insights, empowering them to optimize strategies and allocate resources effectively for maximum impact. 
 
Enhanced visibility and global oversight 
Sprinklr’s centralized platform provides for greater visibility and oversight of posts and conversations on digital channels, allowing the organization to better manage engagement with its global community. This ability proved invaluable for the organization’s 2023 rebrand, allowing the team at headquarters to roll out a new brand identity to teams in 11 languages across seven countries while ensuring consistent, on-brand messaging. 
 
"Our global editorial calendar allows us to see all the different posts we have published or scheduled," says the business analyst. "So we're able to track what's happening on different social media channels across the world in real-time. That's been invaluable in helping us coordinate our efforts and ensure consistency in our messaging." 

Better community support with inbound message prioritization 
With Sprinklr Service, the organization can identify high-priority and high-risk messages in all its social media inboxes with a single interface. Customized inbound rules set criteria for which messages should be pushed to the top, such as those indicating distress, and automatically route them to the appropriate person or team. 

"Sometimes we connect with vulnerable people who have higher needs and require quicker attention," says the analyst. "With Sprinklr Service, we can zoom in on those people, put them at the top of the priority list and connect them with the right people on our team to help. We used to be lost in a sea of social media comments, so Sprinklr Service has become fundamental in our ability to support our community." 

Insights lead to more effective engagement 
Social Listening from Sprinklr Insights enables the team better understand conversations happening online about its brand. The organization has listening dashboards for each of its major products and initiatives with custom metrics and KPIs. Sprinklr’s comprehensive reporting solution provides the insights needed to drive more effective engagement across its global channels. 

This data helps the team to build holistic audience profiles based on historical interactions on social and track customers’ progress towards KPIs. As the analyst explains, "Previously, there was no visibility into the 360-degree view of our community members. Now, we can understand people and how they interact with us over time, not just from a standalone interaction." 

The team is set to launch an auto-reply chatbot to accelerate engagement with customers even more, with a goal for the bot to handle thousands of replies without human intervention. With Sprinklr’s real-time reporting, the organization now has access to powerful insights that help inform future campaigns and a enhance its understanding of how its audience is tracking toward the organization’s objectives. 

"Our previous approach to social media was very limited," the analyst says. "Sprinklr presented a fundamental shift in how we connect with our audience. Now, we can meet customers where they are, on their channels of choice, and empower and equip them with the resources they’re looking for." As the organization looks to the future, it’s excited to explore Sprinklr’s additional AI capabilities, particularly for onboarding more languages to reach even more people around the world. Sprinklr has become an integral part of the organization’s quest to communicate its religious beliefs and values to people around the world.