Sprinklr Redefines Customer Feedback Management with AI-First Surveys
May 07 2024 - 8:06AM
Business Wire
Sprinklr Surveys competes directly in the CFM
market and integrates solicited customer feedback with Unified-CXM
data for enterprise clients.
Sprinklr (NYSE: CXM), the unified customer experience management
(Unified-CXM) platform for modern enterprises, today announced the
launch of Sprinklr Surveys. Built on Sprinklr’s Unified-CXM
platform, Sprinklr Surveys marks the company’s entry into the
Customer Feedback Management (CFM) market with an AI-powered survey
offering integrated with unsolicited feedback sources to help
customers derive actionable and complete insights.
“We continue to execute against our vision of a completely
unified front office on the only Unified-CXM platform on the
market,” said Sprinklr Founder and CEO, Ragy Thomas.
“Sprinklr Surveys will help enterprises redefine their CFM process
by combining solicited survey feedback with unsolicited feedback
and internal business data to derive meaningful, actionable
insights. Modernized surveys with conversational UI are the future
of research and critical for brands that want to accurately capture
feedback from customers.”
Challenges faced by customer experience teams
Sprinklr is entering the CFM market to address core challenges
for enterprise business insights teams, including:
- Traditional surveys are dated, and it is becoming increasingly
challenging to secure sufficient quality responses to generate
meaningful insights. A modern, AI-first approach is needed.
- Surveys are often conducted on small datasets. Business
insights teams would benefit from the ability to validate insights
against larger unsolicited datasets. However, siloed solutions for
solicited & unsolicited feedback limit comprehensive business
understanding.
- Closing the feedback loop from surveys requires multiple
systems, leading to delays in issue resolution and a broken
customer experience. A unified approach is needed to drive better
business outcomes.
A unified approach begins with modernized, AI-first
surveys
Sprinklr will help enterprise customers address the challenges
noted above with a new, unified approach for AI-first surveys that
will help deliver improved response rates, better response quality,
and, most importantly, reduced time to insights.
Sprinklr Surveys offers unique capabilities, including:
- AI-assisted survey builder – Generative AI capabilities
within Sprinklr help insights teams generate questionnaires in
seconds. Creative AI helps teams style surveys automatically based
on brand assets and guidelines. Combined, these features reduce
onboarding time and time to deploy surveys.
- Modernized conversational surveys – Replacing
traditional forms, conversational surveys provide an interactive
experience for respondents. Conversational surveys powered by AI
also enable a new level of flexibility, as AI can probe unexpected
results to help uncover unknowns and deeper insights.
- Automated insights – Using a combination of Sprinklr
industry-specific AI and Generative AI capabilities, Sprinklr
Surveys provides fully automated insights to help customers
understand results (the what) and the root cause (the why).
Automated insights reduce time to insights and make it easier to
drive NPS growth.
- Hypothesis testing with digital data – Business insights
teams can validate survey results by comparing to large volumes of
unsolicited social and review data to confirm findings in a just a
few clicks, all within the Sprinklr Survey platform. This gives
teams greater confidence and improved actionability.
- Unified platform – Sprinklr Surveys integrates
seamlessly with the Sprinklr Insights platform, helping users
combine solicited customer feedback with CX data across more than
30 modern platforms.
Availability
Sprinklr Surveys is in limited availability – for more
information or to set up a demo, visit
https://www.sprinklr.com/products/consumer-intelligence/surveys/ or
contact your Sprinklr team.
About Sprinklr
Sprinklr is a leading enterprise software company for all
customer-facing functions. With advanced AI, Sprinklr's unified
customer experience management (Unified-CXM) platform helps
companies deliver human experiences to every customer, every time,
across any modern channel. Headquartered in New York City with
employees around the world, Sprinklr works with more than 1,700
valuable enterprises — global brands like Microsoft, P&G,
Samsung, and more than 60% of the Fortune 100. Sprinklr’s value to
the enterprise is simple: We un-silo teams to make customers
happier.
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Press Contact Austin DeArman pr@sprinklr.com
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