Sprout Social, a leading provider of cloud-based social media management software, announced an expanded partnership with Salesforce, becoming the first social media management platform to integrate with Salesforce Digital Engagement via its Bring Your Own Channel (BYOC) architecture. Through this collaboration, Sprout Social will bring major social channels-Instagram, LinkedIn, X, Facebook Messenger, and WhatsApp-directly into Salesforce.
The integration addresses the growing demand for fast, personalized customer service. With 73% of consumers willing to switch brands if social media responses are delayed-and personalization ranking as the top service expectation in 2025-brands need connected, cross-channel solutions to remain competitive.
By embedding social conversations directly within Salesforce, alongside the channels native to Digital Engagement, Sprout enables service representatives to manage digital, voice, and social interactions from a single workspace. Teams will be able to resolve issues faster, deliver tailored support, and leverage Salesforce’s AI tools, customer data, knowledge base, and workflows to enhance every customer interaction.
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“In today’s customer care landscape, social media is central, and rising expectations demand more unified care solutions,” said Scott Morris, CMO of Sprout Social. “Our expanded Salesforce relationship will be a game-changer for brands, who will now be able to drive business-wide impact with the power of Social Intelligence integrated into their primary customer engagement platform.”
“Our collaboration with Sprout Social plays a pivotal role in enhancing the value of Service Cloud for our shared customers,” said Kishan Chetan, EVP & GM of Service Cloud at Salesforce. “By integrating social conversations into Salesforce, Sprout Social enables businesses to unify social data with their customer data to deliver better, more personalized service–helping them build stronger, more trusted brands.”