Overview

Case Management in Sprinklr enables brands to address customer inquiries and issues across different communication channels, such as social media, messaging apps, email, and phone. It provides a centralized platform for businesses to monitor and respond to customer inquiries, requests, and complaints efficiently and effectively.

Here's how case management works in Sprinklr:

• Case Creation: A customer inquiry or issue is received via one of the supported channels and is automatically converted into a case in Sprinklr.

• Case Routing: The case is automatically routed to the appropriate team or agent based on predefined rules or manual assignment.

• Case Prioritization: Cases can be prioritized based on factors such as severity, urgency, or customer priority.

• Case Resolution: Agents can view and respond to cases within Sprinklr, communicate with customers, and update case status and resolution.

• Case Analysis: Businesses can track case metrics, such as response time, resolution time, and customer satisfaction, to identify trends and improve their customer service processes.

Importance of Case Management

• Streamlined Customer Support : A case in Sprinklr keeps related messages bundled together so that agents can see all messages that relate to a case and all of the steps that have been taken to resolve it. This makes it much easier for various agents to collaborate on one case, with all agents having a comprehensive view of the entire conversation workflow.

• Efficient Issue Resolution: Many customer service teams receive an extremely high volume of inbound messages, many of which are multiple messages relating to the same issue. A customer, for example, may send out multiple Tweets or Facebook posts. Sprinklr's Case Management allows customer service teams to manage these messages as a single case.

• Reporting and Analytics: Case management in Sprinklr offers reporting and analytics capabilities, allowing businesses to gain insights into their customer support operations. Managers can track key metrics such as response times, resolution rates, and customer satisfaction scores. These insights help identify bottlenecks, measure team performance, and make data-driven decisions to optimize customer support processes.

• Integration with Social Media Management: Sprinklr's case management is tightly integrated with its social media management features. Social media interactions, including comments, mentions, and direct messages, can be seamlessly converted into cases. This integration ensures that customer queries on social media are not overlooked and are efficiently managed within the case management system.