Consumers are willing to pay more for better customer experience. Sprinklr’s Modern Care gives you what you need to deliver on 25 Social + 10 Messaging channels. Teams can Listen to, Route, and Resolve customer care issues on modern channels and Analyze the effectiveness of their care strategy in a single unified platform.
Reduce agent costs by efficiently scaling your customer care operations. Modern Care provides global coverage across channels ensuring you never miss a conversation with your customers. Sprinklr’s AI-powered automation classifies, tags, and prioritizes inbound messages based on keywords, sentiment, issue type, and more. Agents have a full view of customer engagement and conversation history and can access pre-approved responses, collaborate with team members, and proactively set reminders to follow-up with customers.
Increase Customer Satisfaction by reducing response time and improving the quality of responses using AI. Care Supervisors need to make sure teams are efficient and customers are happy. The Assignment Engine automatically routes cases to the right agents based on availability, capacity, and expertise - while also supporting the handoff of cases from bots to agents. AI-powered features like Smart Responses provide relevant, on-brand content for agents, reducing resolution time and improving response quality.
Make Care the new marketing by giving care managers an in-depth view of team performance and SLA times as well as a drill-down of agent-specific activities to identify areas of improvement. Supervisors can review cases assigned to agents and send messages directly in Sprinklr with notes on what actions to take or feedback - including transferring identified leads to your marketing and sales teams. Supervisors can also create custom surveys and view responses in a consolidated engagement dashboard and provide those insights into your product and engineering teams.
Built to ensure brands will reduce costs, increase revenue, and mitigate risk - while improving customer satisfaction, Sprinklr Modern Care equips teams with the capabilities they need to deliver the customer experiences consumers have come to expect.
About Sprinklr:
Sprinklr is the world’s first unified front-office platform for modern channels, built on AI. Our five products, Modern Marketing, Modern Advertising, Modern Research, Modern Care, and Modern Engagement support front-office teams so they can collaborate and engage on modern channels to help make their customers happier.
IMPORTANT:
There are a few critical prerequisites prior to deploying this Connector. Please contact your Sprinklr Success Manager or reach out to support@sprinklr.com to set up a mandatory 30-minute discovery call with a Technical Services Consultant so that we can ensure proper deployment.
1. Create ServiceNow Accounts, Contact or Consumer from social profiles such as Facebook, Twitter, etc.
2. Create customer support cases in ServiceNow from social posts and messages such as Facebook, Twitter, etc.
3. Respond and engage with your customers on social and messaging channels natively in ServiceNow using agent workspace.
4. View social details and activity history for accounts, contacts, consumers and cases.
5. Automate account, contact, consumer and case creation with Sprinklr Automation Engine.
6. Seamlessly triage and collaborate between the agents on both systems (Sprinklr and ServiceNow) with realtime bi-directional sync of Sprinklr Case notes to ServiceNow Case work notes
Release with Washington DC upgrading UI and adding scripted API
Servicenow: CSM
Sprinklr: Modern Care Product