Sprinklr for Travel & Hospitality

Sprinklr’s unified platform enables Uber to engage with and serve our global customers at scale, so that we have a singular brand voice while providing a first-class customer experience whenever support is needed.

Since last year, there were lots of fast changes in our business and in how we manage our guest relationships. Sprinklr moved with the changes with us, which allowed us to keep the guest contact and communication going across all our channels. We are now able to personalize care at scale and drive loyalty.

What attracted us to the Sprinklr Service Self-Serve solution is that we would have one single tool that would allow us to receive messages from, and engage with, customers. That on whichever contact channel is right for our customers, we would be able to take those messages and respond to them quickly and, more importantly, efficiently.

Sprinklr’s custom-trained AI models can automatically detect the intent of user feedback on our posts and route the comments to the appropriate teams depending on the response required. These in-platform workflows help us provide a consistent experience for users across channels and give us the capabilities we need to scale further on TikTok.

Before Sprinklr, managing inbound social media could be chaotic and highly manual. All the hassle goes away with their unified platform. There’s a built-in escalation process, so it’s so easy for an agent to forward a message to a supervisor. And once it’s with the supervisor, there is an established workflow that sends automatic messages to PR or care teams rather than doing this allover various email chains with lots of people, and the risk of delays and missed messages.

It is quite hard to keep a handle on things if you’re not using Sprinklr. It’s just information overload and not manageable. We have set up engagement dashboards for each ship and we can see all the action happening across all platforms in one place.

Sprinklr’s unified platform enables Uber to engage with and serve our global customers at scale, so that we have a singular brand voice while providing a first-class customer experience whenever support is needed.

Since last year, there were lots of fast changes in our business and in how we manage our guest relationships. Sprinklr moved with the changes with us, which allowed us to keep the guest contact and communication going across all our channels. We are now able to personalize care at scale and drive loyalty.