Award recognizes Sprinklr’s unparalleled focus on customer support through its Sprinklr Modern Care product, particularly in the face of COVID-19
NEW YORK, NY — September 17, 2020 – Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, today announced that it has won the 2020 TSIA (Technology & Services Industry Association) STAR Award. This recognizes the Sprinklr Global Customer Care team for providing exceptional 24/7 customer support through Sprinklr’s Modern Care product.
With Sprinklr Modern Care, the Sprinklr customer care team is able to provide omnichannel customer service through email, live chat, social channels and the Sprinklr Community. As a result, Sprinklr has achieved the following milestones:
75% decrease in support resolution time.
51% decrease in bug fix time to release.
18% increase in overall customer satisfaction.
70% decrease in time to resolve through cross-functional team collaboration of Sprinklr’s Global Customer Care Team, Customer Success, Engineering, Managed Services, and Sales.
“By transitioning our customer care team to Sprinklr Modern Care, we were able to take advantage of AI capabilities, customizable CSAT surveys and in-platform live chat for deep insight into the customer experience,” said Vivek Kundra, Chief Operating Officer, Sprinklr. “As a result of our efficient automation process, Sprinklr’s case resolution time decreased by 75%, driving an 18% increase in customer satisfaction.”
For 30 years, the STAR Awards have been one of the highest honors in the technology and services industry, recognizing commitment to outstanding innovation, leadership, and excellence. Sprinklr won the award after a rigorous evaluation process that highlighted the company’s success using Sprinklr Modern Care to automate customer support.
Sprinklr (@Sprinklr) is the Customer Experience Management (CXM) platform for modern enterprises. We help organizations listen to, engage, and reach customers and citizens across 25 social channels, 11 messaging channels, and hundreds of millions of forums, blogs, and review sites. Sprinklr is a global company with 1,900 employees helping the world’s most valuable enterprises make their customers happier.