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Modern Care

When you don’t hear customers they stop being customers.

When you don’t hear customers they stop being customers.

When you don’t hear customers they stop being customers.

When you don’t hear customers they stop being customers.

Customer service teams miss 90% of all customer conversations. Why? Because customers are using 35+ digital channels to talk about your company and what they need from you — and they’re expecting you to listen and respond. If you’re still waiting for them to call, it may be too late.

79%

of consumers received no response when they complained about poor customer service online.

Harris Interactive

Customer service teams miss 90% of all customer conversations. Why? Because customers are using 35+ digital channels to talk about your company and what they need from you — and they’re expecting you to listen and respond. If you’re still waiting for them to call, it may be too late.

79%

of consumers received no response when they complained about poor customer service online.

Harris Interactive

Customer service teams miss 90% of all customer conversations. Why? Because customers are using 35+ digital channels to talk about your company and what they need from you — and they’re expecting you to listen and respond. If you’re still waiting for them to call, it may be too late.

79%

of consumers received no response when they complained about poor customer service online.

Harris Interactive

Customer service teams miss 90% of all customer conversations. Why? Because customers are using 35+ digital channels to talk about your company and what they need from you — and they’re expecting you to listen and respond. If you’re still waiting for them to call, it may be too late.

79%

of consumers received no response when they complained about poor customer service online.

Harris Interactive

Trusted by the world’s biggest brands

Now you can show up where your customers are — and make them happier.

With Sprinklr Modern Care’s unified database and proven AI-powered listening capabilities, you can engage with customers across 35+ digital channels — and have real, human conversations at scale.

Be everywhere your customers are talking.

Your customers use all kinds of digital channels: Social, messaging, chat, email, and virtual communities. Modern Care makes it easy to engage with them everywhere at once. It’s an all-in-one tool that brings public data together with your exclusive customer data for a complete view of the customer journey.

Give them a faster way to find better responses.

Why keep customers on hold? Move conversations out of your call center IVR to lower-cost digital channels. Handle routine issues with chatbots, and hand off seamlessly to agents when things become complex. Our AI will prompt your agents with the best responses for each unique conversation.

Zero in on purchase intent to boost revenue.

Now you can tap into purchase intent from public data sources and route those messages to reps to close the sale. Modern Care breaks down the barriers between service, sales, and marketing — giving you the power to engage with the right customers at the right moment.

1,500%

increase in first contact resolution

21x

decrease in response time

2.6k

workdays saved by customer care teams

40%

reduction in handle time

Know when and where to engage with your customers.

Every step you take to make customers happier is a step toward winning or retaining business.

Identify and engage with AI powered listening and routing

Leverage our industry-specific AI algorithms to find mentions of your own brands and products (plus your competitors’) — so you can engage with customers while the conversation is fresh.

Drive faster processing and resolution with case management AI

Keep up with customer conversations with AI that identifies intent and sentiment; automatically creates cases; and routes them to the right agent with the skills to handle these cases.

Respond at scale with conversational bots

Use bot automation to answer your simplest and most frequently repeated queries — so you can help customers faster, upsell related offers, and save your agents’ time for interactions that require a human touch.

Reduce call volume with IVR deflection

Open a chat with customers waiting on hold during high call volume bottlenecks — so you can engage with them using a conversational AI bot, to solve their problems faster or triage while waiting for an agent, all while using lower-cost digital channels.

Give customers a new way to engage with digital communities

Deflect cases by giving your customers a forum to post questions and share solutions — creating new avenues that enable your team to introduce incentives, and new analytics that can help them spot trends.

Maximize every minute of your agents’ time.

Give them the tools they need to engage with every customer.

Reduce agent onboarding time with Guided Paths

Ensure your agents ramp quickly and effectively with sequential prompts that guide them through the interaction — delivering talking points from start to finish, and offering the next best action for a more reliable and better customer experience.

Get a unified customer view with Agent Console

Tie social activity, chats, emails, community discussions, survey results, case history, and CRM data together in one place to create a comprehensive view of each customer — so agents can deliver fast, personalized responses.

Make agents more knowledgeable with agent assistance AI

With AI-powered analysis of customer interactions, you can empower agents with live response suggestions, relevant knowledge base articles, and records of similar cases — so they can save time and make customers happier.

Help agents work from anywhere with the Sprinklr Mobile App

Enable agents to check and update cases from anywhere using the Agent Console in the Sprinklr Mobile App — keeping customer conversations moving forward even when they’re on the go.

Keep measuring and improving the experience.

Understand what drives success — and get more out of your teams every single day.

Measure real-time sentiment with CSAT Prediction

Project the satisfaction of each customer interaction in the agent console in real time  — so agents get live feedback, and supervisors get automatic notifications if the sentiment becomes too negative.

Capture CSAT and NPS with post-interaction surveys

Send surveys on multiple digital channels to complete the in-app experience — then view CSAT and NPS results by channel, group, location, product, queue, etc.

Power continuous improvement with Agent Auditing

Set the criteria for agent success and quality in your contact center — then empower supervisors with automated audit checklists on random or defined interaction samples, so they can spot opportunities for coaching and ensure a consistent customer experience.

Measure your performance with dashboards

Create dashboards that identify the trends that affect your contact center; monitor customer sentiment on hot topics; and track how well you’re doing vs. critical KPIs and SLAs — and access them easily on desktop or mobile.

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Internal silos? Gone. Leadership in service and social? Going strong.

Response times down 180%

Moen transformed their service with Modern Care — reducing response time from days to hours, while continually optimizing across all digital channels.

Bridged the gap between service, marketing, and advertising

Moen has a complete view of which channels, content, and care strategies work best for their customers.

Better insights = better decisions

Now Moen analyzes trends and topics to identify the right time to engage with prospects — proactively and persuasively entering conversations with tips and help.

Trust Radius 2020 Top Rated Social Media Monitoring Tools

“With social, a bad customer experience can spread like wildfire. Sprinklr lets you put out social media fires before you get burned.”

Read user reviews
G2 Top 50 Products for Customer Service

“The only way for your business to connect on social. Sprinklr has a simple interface. Love it!”

Get the Sprinklr Modern Care Strategic Handbook.

  • Identify the critical capabilities that every digital care and service team must have

  • Discover how AI and automation can create significant value in digital service channels

Give us a few minutes and we’ll spotlight the opportunities you’re missing.

Our live demo will show you how to: 

  • Make customers happier by serving them better

  • Reduce your service and support costs

  • Identify opportunities to build your business and enhance your reputation

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