Enhancing Customer Experiences with Social Insights

Sprout Social Announces Integration with Salesforce Agentforce for Service Cloud

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Sprout Social (SPT) has unveiled a new integration with Salesforce’s (CRM) Agentforce assistant for Service Cloud. This partnership enables joint customers of Salesforce Service Cloud and Sprout Social to gather customer insights from social media and take proactive action to enhance customer experiences. These updates will be highlighted at Dreamforce 2024, where Sprout Social will showcase how AI, social data, and Salesforce can drive revenue, foster customer loyalty, and strengthen brand equity.

As a leading provider of cloud-based social media management software, Sprout Social’s integration with Salesforce’s Agentforce assistant empowers businesses to capture social media insights and accelerate decision-making in customer service. These advancements will be a focal point at Dreamforce 2024, where Sprout Social will present on utilizing AI and social data to enhance customer care, build brand loyalty, and grow revenue.

Enhancing Customer Experiences with Social Insights

Delivering exceptional customer care requires meeting customers where they are—often on social media. This new integration equips businesses with a full view of their customers by combining social data with Agentforce’s AI-powered assistance. By leveraging this combined solution, companies can resolve cases more efficiently and anticipate customer needs, shifting from reactive to proactive customer service strategies.

“This extension demonstrates our commitment to AI-driven innovation and our strong partnership with Salesforce,” said Scott Morris, Chief Marketing Officer of Sprout Social. “In today’s landscape, where customer care defines brand success, integrating social insights is crucial for supporting holistic, long-term care strategies and empowering brands to deliver personalized interactions at scale.”

The integration expands Agentforce’s capabilities to include social data from major networks and review sites, alongside traditional communication channels like phone and email. This comprehensive view enables service teams to provide a seamless and personalized customer experience.

A New Era of AI-Driven Customer Service

“Social customer care has become integral to providing quality, end-to-end customer experiences,” said Ryan Nichols, Chief Customer Officer at Salesforce Service Cloud. “Collaborating with Sprout to integrate their platform with Agentforce assistant is a key step in enabling service teams to gain comprehensive customer insights and leverage conversational AI to elevate customer care.”

At Dreamforce 2024, Sprout Social will present key sessions, including:

How McDonald’s Serves Smiles and Omnichannel Customer Care on Sept. 17, featuring Tim Clarke (VP of Product Marketing, Sprout Social), Calvin Cheng (Partner, West Monroe), and Neil Harris (Care Technology, McDonald’s). This session will explore how McDonald’s leverages Sprout Social and Salesforce to enhance customer care and deliver real-time, omnichannel service.
How AI is Ushering in a New Era of Customer Experiences on Sept. 18, with Scott Morris (CMO, Sprout Social) and Colleen Geiselhart (VP, Solutions Engineering, Sprout Social), discussing how Sprout’s integration with Salesforce uses social data to provide a 360-degree customer view and enable efficient, personalized care.

The integration, currently in invite-only beta, enhances Agentforce with social data-driven insights, making customer service faster and more proactive. To learn more, contact your Sprout Social representative or visit Sprout Social’s Service Cloud page.

Key Features of the Integration:

Integration of social data into the Agentforce assistant
Expanded reach across social networks and review platforms
AI-guided support for customer service representatives

Sprout Social will highlight these features at Dreamforce 2024, with insights on leveraging AI, social data, and Salesforce for enhanced customer care and brand growth.