TL; DR: Even though technology helps companies reach new customers around the world, the Internet removes the level of personal interaction that brands need to thrive. Sprinklr aims to change that trend by helping companies grow bustling online user communities. Formerly Get Satisfaction, Sprinklr Community eases the load on customer service teams and provides insights for development and marketing improvements. Meanwhile, Sprinklr’s social media management platform, Experience Cloud™, empowers businesses to cost-effectively turn the same individual attention to users on more than 20 different channels. As consumers become more social and prone to doing most of their business online, the Sprinklr team is providing powerful ways to connect and collect feedback.
Pretend you’ve got a burgeoning business behind a fantastic new app. Downloads are growing, but you’re having trouble keeping up. Your team is starting to get overwhelmed by users’ questions and requests for information.
This was the case with Gainsight, a leading customer success software company who wanted a way to better communicate with their customers, hear their problems, and most importantly — address their needs. Enter Sprinklr Community, formerly known as Get Satisfaction, which was acquired by Sprinklr in April 2015.
Sprinklr Commmunity enables businesses to engage with their customers on a multitude of social networks, giving them the opportunity to share opinions and feedback wtih other Community members in a safe and collaborative environment. Empowered by Community, Gainsight not only improved their response times and engagement with customers but also created a place for customers and Gainsight employees to interact with each other in an organic way.
“Community really laid down the foundation for reaching the goals we wanted to meet — and we met them. With improved internal processes, our employee processes, our employee response times, support response times, and engagement rates have drastically improved,” said Evan Luberda, Community Manager at Gainsight.
By adding Community, Sprinklr Senior Product Marketing Manager Scott Amerman said their clients have yet another way to connect with and gather feedback from consumers.
“Sprinklr always tries to broaden the best experience for our customers and our customers’ customers, regardless of the touchpoint and how they interact,” he said. “Customer service really is the new marketing.”
Online Community Platform Helps Companies Connect With Customers
Sprinklr Community enables companies to set up customer community portals online to take advantage of users’ enthusiasm for helping each other. The communities can be a public or private place for consumers to ask questions, submit an idea or complaint, or give praise. The companies can respond to the comments, and community members can rate responses based on how useful they were.
Traditional customer service plans force consumers to think like the business — where do I need to go to get answers? How would they categorize my issue? Sprinklr Community, however, flips the situation by having the companies think more like consumers.
“Customer service is really where you can make those lifelong customers and make them successful,” Scott said.
Customer Questions Drive Marketing and Developer Response
Sprinklr Community’s platform compiles community feedback into insights that companies can adapt to or resolve.
For example, pretend you own a chain of restaurants and everyone in the community keeps asking what ingredients you use. Instead of repeatedly answering the question, your marketing team could produce and distribute a video while your developers make the information more prominent on your website.
“You’re able to see the most common questions or problems people run into and how you can address them to make the experience better overall,” Scott said.
Consumers Acting as Brand Advocates Ease Strain on Support Teams
Scott said that most support teams typically spend the bulk of their time repeatedly answering the same five to 10 questions. With Community, passionate customers act as advocates by answering common questions, allowing your support staff to scale their reach.
Users in Canadian mobile carrier Koodo Mobile’s community answer more than 99% of the questions in the forum, with issues resolved in an average of 12 minutes, according to Scott.
“That is insane,” he said. “They have an amazingly active community.”
Enablement Consultants on the Community team foster participation by helping new clients set up their communities with best practices to generate the type of input they need.
“We have great technology, but we want to make sure that we don’t just hand you some software and wait for you to make it happen,” Scott said. “We want to make sure you’re successful.”
Experience Cloud™ Aggregates Feedback Across 20+ Social Channels
Sprinklr’s cloud-based social platform provides tools to manage consumer interactions and customer experiences at every step. Geared for enterprises, Sprinklr’s Experience Cloud™ covers an organization’s marketing, advertising, collaboration, and monitoring needs.
Their client list includes half of the 50 biggest US companies who use the Experience Cloud™ to place digital ads, schedule social media campaigns, oversee customer feedback, and prioritize messages that should be addressed personally.
“It’s amazing how tailored you can get the platform to meet your specific needs,” Scott said. “Every customer basically has their own version of Sprinklr.”
Sprinklr, which has more than 1,110 employees in 10 countries, has been on a tear — raising $46 million on a $1-billion evaluation and acquiring around a dozen companies in the past few years.
“We like to bring in the team and let them continue to sell and develop their platform while rebuilding their technologies on our tech stack,” he said. “The last thing we want is to end up with some sort of Frankenstein monster where everything is bolted together and the parts don’t actually integrate well together.”
Companies Reduce Costs and Improve Resources With User Communities
With a goal of shrinking the gap between companies and their consumers, Sprinklr capitalizes on customers’ expertise and passion for their favorite products.
TechSmith, the company behind screen capture, recording, and editing software products, such as Camtasia and Snagit, launched a Get Satisfaction community in 2009 with a goal of gathering product feedback.
Instead of beta testing, TechSmith released a new version of Snagit with a darker interface. They had done lots of usability testing, but Social Media Strategist Daniel Foster said TechSmith quickly discovered that many users were having problems finding the right features.
“Right away, conversations started popping up in the community indicating that users were struggling,” he said in a Get Satisfaction case study. “We leveraged the community to get more detail and quickly gathered more nuanced information. Customers felt good about being heard and how quickly we responded with a solution.”