The global alliance between Sprout Social and Salesforce allows Salesforce clients to effortlessly transition to and oversee their complete social media presence and customer care functions using Sprout’s renowned social suite.
Upon the initiation of our partnership in 2022, Ryan Strynatka, SVP & COO of Salesforce Marketing Cloud stated, “Salesforce is thrilled to team up with Sprout. We’re committed to empowering companies to achieve a 360° view of their customers, and by integrating with Sprout’s leading social media management platform, we will assist our customers in achieving success right now.”
This article details how this alliance can boost your brand’s performance and how it has developed for your advantage.
Reasons Behind Salesforce’s Decision to Collaborate with Sprout Social
Both Salesforce and Sprout are deeply invested in our customers’ success, and the primary factor in our collaboration was the value we can provide to our shared clientele.
Social media remains a developing industry, continually evolving with new trends and needs that result in fresh business demands. Given that social is Sprout’s forte, Salesforce acknowledged that Sprout is well-positioned to assist businesses in enhancing their social media management and leveraging our vast network partnerships and integrations. We support over 34,000 leading global brands in merging their customer touchpoints, affirming Salesforce’s confidence in our ability to help their customers adapt to the shifting social media landscape.
Sprout allows Salesforce customers to connect more effectively with their audiences, optimize workflows, provide excellent social customer care, and convert social data into actionable insights—all through one platform.
Here are three main advantages for customers that prompted our alliance.
1. Scalable Customer Care
Customers are increasingly using social media as their initial point of contact with brands. A Q1 2024 Sprout Social Pulse Survey revealed that 80% of consumers report using social media more than a year ago for customer service inquiries. Social and customer care teams must be prepared to meet shifting consumer expectations.
Sprout’s platform enables brands to engage with customers swiftly and effectively, addressing their needs and fostering greater brand loyalty. Thanks to Sprout’s streamlined single code base, our platform is responsive and offers innovations swiftly, providing brands with the flexibility to onboard effortlessly. It’s user-friendly for practitioners, facilitating daily adoption and use. For Salesforce customers, customer care agents can respond via either Sprout or Service Cloud, supported by real-time synchronization between both systems.
Continue reading to discover more about our comprehensive Service Cloud integration.
2. Over 100 New Features Annually
Given the rapid evolution of social media, brands cannot afford to fall behind. Marketers and customer service personnel must engage with their customers across various social networks. To do this, they need to stay updated with the latest platform enhancements and emerging trends.
This is why integrations with social networks and technology partners are fundamental to Sprout’s platform. Our partner integrations, including those with Salesforce, allow our customers to connect tools across their tech ecosystems and create a cohesive user experience. Moreover, our connections with leading social platforms like TikTok, Instagram, and LinkedIn enable us to maintain pace with social developments, integrating new functionalities into Sprout as networks advance.
Sprout provides highly sought-after features from current Social Studio users.
Partner integrations:
- TikTok
- Instagram Reels and direct messaging
- Meta Threads
- Yelp
- Glassdoor
- Canva
- Slack
- Reddit Listening
Platform features:
- Comments on paid posts
- Optimized publishing times
- Unified social scheduling and comment tagging
- Campaign reporting
- Customizable business hours
- Employee advocacy
- AI features
- Social Listening
- Influencer marketing
3. Recognized as the Top Software Product by G2 2024 Awards
Sprout was honored as the #1 Best Software Product across every category in G2’s 2024 Software Awards. Additionally, in G2’s 2024 Fall Reports, Sprout ranked first in 94 distinct reports, earning 173 leader badges across all business sectors. These accolades were determined through reviews from actual users.
How the Sprout Social and Salesforce Partnership Enhances Our Platform Experience
Salesforce is confident that Sprout is the ideal platform for assisting enterprise companies in delivering relationship-building services, connecting with their audience, and extracting data that informs strategic decision-making.
Through this collaboration, we will enhance our award-winning platform to continue innovating alongside Salesforce products and offer an all-encompassing social management and customer care experience.
Sprout’s Integrations with Salesforce
To construct a unified customer view effortlessly, Sprout provides a robust integration with Salesforce solutions critical to your operations, including Service Cloud, Sales Cloud, Tableau, Slack, and Marketing Cloud Intelligence data, alongside the Agentforce assistant for Service Cloud, which serves as an internal conversational AI for CRM.
We established an advanced logic layer connecting Salesforce to Sprout, allowing for seamless transitions of customer data between both platforms. This integration component—coupled with our product automation—facilitates effortless customer care for your team by establishing a comprehensive customer view.
For instance, within Sprout, Salesforce Contact details reveal the name, social profile, email, and phone number of each individual who interacts with your brand on social. You can keep track of previous conversations across customer service channels, empowering your social support team to provide comprehensive omnichannel care.
Furthermore, with innovative features like Sprout + Agentforce, care agents and managers can leverage conversational AI to retrieve data from cases on social and CRM in real-time, enhancing customer interactions, boosting service quality, and accelerating resolution times. Agents get the context needed for addressing customer issues without needing to sift through data manually, which can delay their responses.
Ryan Barretto, CEO of Sprout, mentions, “Salesforce stands out as the global leader in CRM, spanning sales, service, marketing, commerce, and data intelligence. The powerful and sleek integrations from Sprout into Salesforce afford our customers an unparalleled ability to forge closer connections with clients and operationalize social media at scale.”
These extensive Salesforce integrations enable customers to transition smoothly to Sprout. With the assistance of our professional services team—who possess expertise in Social Studio and Sprout—you can make this transition with minimal downtime.
Planning for the Future of Social Media Management
Social media shows no signs of slowing down. Keep your social strategy at the forefront by preparing for sustained success in social media management.
Revolutionize your social media management and customer care approach through Sprout Social’s extensive Salesforce integration. Connect with our team to arrange your demo today.
The post Salesforce and Sprout Social are ushering in a new era of social media customer care first appeared on Sprout Social.
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