Sprinklr, the world’s #1 social media management platform, announced its integration with Snaps, the leading conversational marketing platform. The companies are launching the Sprinklr and Snaps Agent Handoff, which helps brands easily manage the transition between an automated chatbot and a human agent for complex customer care questions in Facebook Messenger, Twitter and SMS. Now, brands can provide a personalized experience on messaging platforms while reducing customer care costs.
The Challenge: Improving the Chatbot Experience
Snaps is an enterprise chatbot platform that helps companies like Nike Jordan Brand and Simon Property Group build chatbots to improve customer care on Facebook Messenger, Twitter and SMS.
Snaps understands that nine out of 10 consumers want to use messaging to communicate with brands. To meet consumer needs, an increasing number of brands are implementing chatbots to help them scale customer service on messaging platforms. However, these brands often face a major challenge: how can they incorporate automated and live agents into a seamless customer care experience? And, if a customer asks a complicated question on Facebook Messenger, how can the brand ensure the bot transfers this customer to the appropriate customer care agent?
The Solution: Sprinklr + Snaps Agent Handoff
Sprinklr and Snaps are solving a brand’s biggest chatbot challenge by developing a new agent handoff for brands to manage the transition between automated and human agents on Facebook Messenger, Twitter and SMS.
Top benefits of the Sprinklr and Snaps Agent Handoff include:
- Gives customers access to chatbots and responsive customer care agents via mobile and social applications they use daily.
- Allows customer care agents to quickly turn bot automation on and off.
- Automatically triggers agent support after someone types a designated number of characters.
- Provides a full view of the customer’s conversation with the chatbot and the agent all in the Sprinklr platform.
- Sprinklr and Snaps launched the agent handoff in beta last quarter, and it is now the default solution for dozens of brands.
For example, a leading hotel chain is already using the Sprinklr and Snaps Agent Handoff to dramatically improve customer care. If a guest asks a complicated question on Facebook Messenger, an automatic agent handoff is triggered from the Snaps bot and the guest will be sent to the appropriate customer care representative. When the agent closes a ticket, another automatic handoff is triggered to re-activate the Snaps bot and the guest receives a message on Facebook Messenger to let them know they are back in the bot experience. This entire customer journey is tracked in Sprinklr.
“Millennials are demanding that companies communicate with them with asynchronous messaging platforms — the way they talk to their friends. By 2025 75% of the workforce will be millennials and customer care is going the same way, with most customer care experts predicting that 50% of all customer service requests will be managed over social media in the next two years,” said Grad Conn, Chief Experience and Marketing Officer, Sprinklr. “We’re excited to partner with Snaps to power this exciting transformation in customer care!”
“We’re thrilled to invest alongside Sprinklr in making seamless experiences for brand marketers,” said Christian Brucculeri, CEO of Snaps. “Today, consumers expect service in multiple channels at any time. We’re living in an instant generation. By integrating with Sprinklr, we’re helping brands solve one of their biggest problems: scaling commerce and customer service while maintaining customer satisfaction scores.”