Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, announced its Fall ‘20 release, available globally with 400+ new innovations to help businesses connect with customers across digital channels. Building on the innovations Sprinklr announced this Summer and Winter, the company is continuing to double down on new capabilities that help brands boost productivity, increase revenue, reduce costs, mitigate risk, and most importantly – deliver real value to customers.

Here are the Fall ‘20 top requested features across Sprinklr’s products:

Sprinklr Modern Care Updates:

IVR Deflection to Sprinklr Live Chat

Agents can now seamlessly move support conversations to Live Chat with a simple text message. By moving customers to channels where they get real-time support, brands can increase customer satisfaction while reducing costs.

Live Chat Deflection to SMS and WhatsApp for Customer

Brands can now give customers the option to transition from Live Chat to SMS or WhatsApp to continue their support conversation. Customer service agents will have full visibility into the cross-channel conversation history to maintain a consistent customer experience and ensure a quick resolution.

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Sprinklr Modern Marketing Updates:

Omnichannel Journey Facilitator

Nurture leads by engaging on a customer’s preferred channel across Email, Text (SMS), WhatsApp, Facebook Messenger, Twitter DM, Apple Business Chat and Viber.

Next-Gen Collaboration

Enhance team productivity with Sprinklr’s next-gen collaboration features that include emojis, advanced search, threaded replies and direct message notifications. Even tasks and updates are shared in a summary email.

Sprinklr Modern Advertising Updates:

Ads Manager Pivot

Now advertisers can uncover deep ad performance insights by creating Pivot Tables in Sprinklr’s Ads Manager. Group entities by dimensions and drill into the data for a clearer picture that identifies winning ads. Create new variations based on top-performing variables to improve ROAS.

Strategy Group Reporting Dashboards

Now, with easy-to-digest visuals in reporting dashboards, brands can see exactly what changes were made to their ad campaigns and how they impacted ad performance. Export and share these results with stakeholders across the organization to show the impact of AI and automation on your bottom line.

Sprinklr Modern Research Updates:

New Topic Creation Experience

Sprinklr revamped the entire topic building process with a new, AI-guided experience. Packaged in a completely new, three step process you can view upfront topic previews, get AI-powered keyword & operator suggestions, see AI-powered smart theme clusters, and much more.

Quora & Twitch Integrations

Sprinklr expanded channel coverage within Modern Research to now include both Quora and Twitch. Quora can now be added as a data source in all listening topics and Twitch accounts can be added to all brands in Benchmarking Insights.

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Sprinklr Modern Engagement Updates:

New and Improved Reporting

Sprinklr has enhanced its reporting dashboard functionality to improve the usability and capabilities to now include section level filters, SLA presets, daily post performance metrics, and more. Each addition reduces the time spent creating reports and refocuses that energy into interpreting the data and driving actionable insights.

Engagement with Advocacy Forum Thread Notifications

Advocates can now receive website, app, email notifications for the Advocacy forum threads they follow, which increases the opportunities to engage with advocates, drive interactions, increase app utilization, and amplify posts all within the Advocacy experience.

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Overall Sprinklr Platform Updates:

Ratings and Reviews Available in Gallery

Rating and Review post elements, including star rating, product name, and others are now available in Gallery. Pull forward reviews within Galleries to boost engagement and drive interest across channels.

Advanced Layouts for Display and Presentations

Additional editing and layout options are now available within tables to accommodate both basic and advanced data reporting needs.

Oracle B2C Service Integration

Sprinklr is partnering with Oracle to help customer care agents respond faster and engage with audiences on more channels than ever before.

Sprinklr Smart Alerts on Slack

Does your organization use Slack to stay connected, send gifs, and create more group channels daily? Sprinklr now integrates with Slack to ensure brands stay connected as updates are made. Receive a slack notification from Sprinklr with links that will drive you directly to the Sprinklr location where your attention is needed.

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