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How Microsoft manages 115m social media mentions per year

Personalize Customer Engagement Across Social Media Channels

Author

Joey Fiorie
June 11, 2024

The AI tools shaping the future of GTM

It’s Tuesday, it seems like you could use some coffee, and I’m buying! ☕

Share this newsletter to two people with the link at the bottom and I’ll send you a Starbucks gift card. #treatyoself

Let’s get started!

Today’s AI tool we’re reviewing is Sprinklr

Highlights:

  • Provides real-time sentiment analysis and customer insights

  • Streamlines customer support and engagement across multiple platforms

  • Enhances brand reputation management through proactive monitoring

Key AI Technology: AI-Powered Social Media Management

Sprinklr employs advanced AI to deliver a unified customer experience management platform. Leveraging AI, it offers real-time sentiment analysis, customer insights, and automated engagement across social media channels.

Primary Feature: Real-Time Sentiment Analysis and Engagement

Sprinklr’s standout feature is its AI-driven sentiment analysis tool. This feature allows businesses to monitor customer sentiment in real-time, providing insights that inform engagement strategies and improve customer support.

Problem It Addresses: Disconnected and Reactive Customer Engagement

Traditional customer engagement often suffers from being disconnected and reactive, leading to missed opportunities and delayed responses. Sprinklr addresses this by providing a cohesive platform that integrates customer interactions across all social media channels, ensuring timely and proactive engagement.

Solution: Unified AI-Driven Customer Experience Platform

Sprinklr’s AI-powered platform unifies customer experience management by integrating social media monitoring, sentiment analysis, and customer support. The AI tools automate and streamline engagement, allowing businesses to respond to customer needs promptly and effectively.

Funnel Impact: Enhancing Awareness to Retention Stages

By monitoring and analyzing customer interactions in real-time, Sprinklr enhances every stage of the sales funnel from awareness to customer retention. Its AI-driven insights help businesses tailor their engagement strategies, leading to improved customer satisfaction and loyalty.

Competitors:

  • Hootsuite: Provides comprehensive social media management and scheduling tools.

  • Brandwatch: Specializes in social media monitoring and analytics.

  • Sprout Social: Helps businesses manage their social media presence, engage with their audience, and analyze performance.

Case Study: Microsoft Enhances Customer Experience with Sprinklr

Microsoft partnered with Sprinklr to improve its customer support and engagement across social media platforms. According to the Sprinklr case study on Microsoft, the collaboration yielded notable improvements in Microsoft’s customer engagement strategy:

  • Response Time: Improved efficiency in managing 115 million social media mentions annually.

  • Customer Satisfaction: Enabled genuine, scalable customer connections.

  • Engagement: Enhanced social media engagement through better insights.

  • Efficiency: Consolidated multiple tools into a single platform, reducing workflow disruptions.

The improvements in these areas demonstrate the tangible benefits Microsoft experienced through integrating Sprinklr into their customer engagement strategy, leading to higher customer satisfaction and operational efficiency.

Sprinklr is a powerful tool for businesses aiming to enhance their customer experience management through AI-driven social media engagement. Its comprehensive platform ensures that customer interactions are monitored, analyzed, and addressed promptly, leading to better customer satisfaction and retention.

To learn more about Sprinklr you can go to their website

Thanks for reading!

Joey

PS: If you found this interesting, share it with someone who manages social media.