Sprout Social has introduced significant enhancements to its Care solution, equipping brands with new tools to deliver proactive, secure, and insights-driven customer care on social media, transforming it into a strategic business asset.
Sprout Social, a leading provider of cloud-based social media management software, has announced a suite of innovative updates to its Care by Sprout Social solution. These new features are designed to empower brands to not only meet but exceed rising customer expectations by delivering more proactive, secure, and insights-driven social care. This evolution transforms social care from a reactive necessity into a strategic driver of business growth. Additionally, Sprout Social has revealed its plans for an upcoming AI agent integration, which promises to further elevate customer care and boost efficiency for brands.
The landscape of consumer interaction has shifted, with social media platforms becoming central to product discovery and purchasing decisions. This underscores the critical need for brands to provide timely and personalized social care across all relevant channels. Failure to respond promptly on social media can lead to significant customer attrition, with a reported 73% of consumers indicating they would switch to a competitor if their inquiries are ignored. Recognizing this, Sprout Social's latest innovations in Care are focused on enabling brands to move beyond reactive support and engage in proactive care, turning positive interactions into valuable assets that foster customer loyalty and attract new business.
The latest enhancements to Care by Sprout include several key innovations:
Sprout Social is developing an AI agent integration that will be capable of swiftly resolving routine customer inquiries. This will free up human agents to focus on more complex and meaningful tasks, optimizing their time and expertise.
The introduction of new bot channels, including Instagram and WhatsApp, alongside enhanced flexibility features like Queue Customizations, will allow brands to engage with customers across a wider range of platforms. These tools streamline agent workflows and enable brands to tailor their social care programs to meet their specific needs.
New governance and compliance capabilities will enable brands to manage intricate social care cases directly within social media, eliminating the need to redirect customers to traditional channels. Features such as secure forms and data masking ensure the protection of sensitive customer data, while access controls and blocked word settings help teams maintain security and uphold brand integrity.
The new Cases API will allow brands to seamlessly integrate social care data with broader datasets, providing more holistic insights into customer interactions. Additionally, features like goal time reporting will help brands gain a deeper understanding of their team operations and identify trends over time.
Sara Smith, Manager of Consumer Services at ScottsMiracle-Gro, emphasized the strategic role of social care, stating, "At ScottsMiracle-Gro, we’ve realized that social care isn’t just a support function but a strategic imperative that the success of our entire organization relies on. Sprout Social has helped us embrace this shift by providing an intuitive platform that brings our social and care teams together, enabling us to connect more effectively with our audiences and strengthen customer relationships. Social is now where critical engagement happens, and with Sprout, we’re navigating this new era of care as a united front that’s always ready to show up for our customers."
These latest enhancements build upon Sprout's existing innovative care solution, which already includes AI capabilities, intuitive workflows, and a robust integration with Salesforce Service Cloud. Further details about these updates will be presented at Sprout's quarterly showcase, Breaking Ground.
Sprout Social is a global leader in social media management and analytics software, built on the belief that All Business is Social℠. Sprout’s intuitive platform puts powerful social data into the hands of approximately 30,000 brands so they can deliver smarter, faster business impact. Named the #1 Best Software Product by G2’s 2024 Best Software Award, Sprout offers comprehensive publishing and engagement functionality, customer care, influencer marketing, advocacy, and AI-powered business intelligence. Sprout’s software operates across all major social media networks and digital platforms.
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