Sprout Social, an industry-leading provider of cloud-based social media management software, announced a new integration with Salesforce’s Agentforce assistant for Service Cloud. The integration enables Salesforce Service Cloud and Sprout Social customers to gather customer insights from social and take accelerated action to enhance customer experiences. These updates will be featured at Dreamforce 2024, where Sprout Social will be exhibiting and speaking on how to leverage AI, social data and Salesforce to drive revenue, grow and retain a loyal customer base and strengthen brand equity.
Exceptional customer care starts with meeting customers where they are, which is increasingly on social media. With this integration, Sprout Social brings social data to the Agentforce assistant for Service Cloud so businesses using Sprout and Service Cloud have a full view of their customers and can therefore resolve cases faster. As a result, businesses can become more proactive and less reactive to inquiries with Agentforce’s case-specific assistance, guiding service reps toward the best next step.
“This latest extension not only showcases our commitment to AI innovation but to the enduring strength of our collaboration with Salesforce,” said Scott Morris, Chief Marketing Officer, Sprout Social. “At a time when customer care makes or breaks what defines a good brand, AI innovations that capture important context from social are critical for supporting long-term, holistic care strategies and empowering brands to personalize customer interactions at scale.”
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Sprout’s integration expands upon Agentforce’s capabilities with applications through major social networks and review sites. By incorporating social insights alongside traditional channels like phone or email into customer insights, service reps are provided a holistic customer picture, enabling a more seamless customer experience.
“Social customer care has increasingly become an integral part of delivering quality end-to-end customer experiences. Collaborating with Sprout to extend its Salesforce integration to Agentforce assistant for Service Cloud is key to helping customer care teams gain a full view into customer insights and leverage the power of conversational AI to bring these insights to the next level,” said Ryan Nichols, Chief Customer Officer, Service Cloud at Salesforce.
In addition to showcasing the latest integration with Agentforce, Sprout Social will be participating in key sessions at Dreamforce, including:
- How McDonald’s Serves Smiles and Omnichannel Customer Care on Sept. 17: Join Tim Clarke, VP Product Marketing, Sprout Social, Calvin Cheng, Partner, West Monroe and Neil Harris, Care Technology, McDonald’s to learn how McDonald’s leverages Sprout Social and Salesforce to modernize customer care and delight customers at the speed of social.
- How AI is Ushering in a New Era of Customer Experiences on Sept. 18: Hear from Scott Morris, CMO, Sprout Social and Colleen Geiselhart, VP, Solutions Engineering, Sprout Social to learn how Sprout’s integration with Salesforce harnesses critical social data to provide a full customer 360 and fuel-efficient, personalized care.
SOURCE: GlobeNewsWire