Sprinklr, the world’s leading Customer Experience Management platform (CXM), announced the launch of Sprinklr Community, a self-service, trusted online forum for a brand’s customers to ask questions, share ideas, and solve support issues. Brands can easily link a customer community on their website, and use this self-service space to reduce churn, decrease costs and unlock customer value with insights on improving products and services.
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Sprinklr Community is generally available and is part of Sprinklr Modern Caregiving brands one place to consolidate the management of customer support across digital channels.
Cut Costs and Improve Customer Experiences with Self-Service Care
According to Harvard Business Review, 81% of customers across industries would prefer to take care of matters themselves before reaching out to a live representative. And, Gartner research shows that service executives believe 40% or more of today’s live volume could be resolved in self-service channels, and live support could end up costing 80 to 100 times more than self-service-only interactions.
Additionally, the coronavirus pandemic is leading to a tremendous increase in customer inquiries online. Sprinklr research shows that our 1,200+ customers across industries experienced a 161% increase in customer mentions and inquiries across social media and messaging channels from February 1 to May 31, 2020.
With more people reaching out to brands online, a digital community offers brands a way to cost-effectively scale customer service.
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Sprinklr Community: a Self-Service Solution for Customer Care
Sprinklr Community greatly improves customer experiences with a self-service alternative to traditional customer service engagement. In addition to empowering customers to help themselves, Sprinklr Community includes the following benefits:
- One platform for consistent customer support: With a community on the Sprinklr platform, brands can reduce churn by providing consistent support across digital channels with a consolidated, personalized view of past conversation history.
- AI to decrease costs and reduce case resolution times: AI-driven Intuition Moderation identifies which messages need to be addressed while Smart Responses help moderators provide quick and relevant responses. A CSAT Prediction score is generated based on the context of a customer message and Smart Alerts analyze brand conversations to detect anomalies based on volume and sentiment.
- Insight to improve products and services: Easily share insight from customer interactions with marketing and R&D teams to improve content, products and services.
- Customized community builder: Create community pages, customize branding, configure content layouts, plan a gamification strategy and manage granular user roles and permissions. Brands can ensure their online community surfaces in web search results, making it easy for customers looking for product and service information to find the answers they need.
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