Providing seamless, omnichannel experiences that meet customers’ needs wherever they are.
In today’s digitally driven world, customer service is no longer just about picking up the phone. It’s about providing seamless, omnichannel experiences that meet customers’ needs wherever they are.
Enter Sprinklr Service, the first purpose-built CCaaS platform that scales customer service across more than 30 digital and traditional channels. In this interview with Paul Ohls, chief revenue officer at Sprinklr, we dive into how Sprinklr Service addresses business challenges for enterprise customer service teams, from reducing service costs and improving efficiency to boosting revenue. We’ll also explore how the platform helps large global enterprises deliver truly omnichannel customer service. It also provides valuable insights into the potential success of a product that meets market demand.
Q: What is Sprinklr Service?
A: Sprinklr Service is the first purpose-built CCaaS platform that scales customer service across more than 30 digital and traditional channels, using AI, automation, and self-service to deliver the complete customer and agent experience.
Q: What is the best market stat(s) demonstrating your product’s demand?
A: Several market statistics demonstrate the demand for our solution, including projected market growth rates, common industry challenges, and the number and value of our deals. For example, Gartner forecasts that the CCaaS market will grow at a 29 percent CAGR, reaching nearly $18 billion by 2024, indicating strong demand for cloud-based contact center solutions. Additionally, a Sprinklr study found that 60 percent of brands struggle with ineffective AI for customer service, highlighting the need for better AI solutions. Lastly, the 11 deals worth $1 million or more that the Sprinklr Service platform secured in one year, supporting 75,000 call center agents globally, demonstrates the high demand for our cloud-based contact center solution.
Q: What does your company do best? What is your superpower?
A: We help enterprises deliver truly omnichannel customer service. Our platform helps reduce call volumes and improve FCR with AI-powered insights, automation, and self-service. With a 360-degree view of every customer, Sprinklr helps teams drive personalized, contextual conversations and higher conversions. With Sprinklr’s single codebase architecture, teams can gain access to insights and unify their channels to create seamless customer experiences.
Q: What business challenge does your company solve for users?
A: Sprinklr Service is a solution that addresses several business challenges for enterprise customer service teams. It enables them to engage with customers at scale across more than 30 digital and traditional channels, seamlessly blending customer data to create a 360-degree view of customer needs. The platform also helps to reduce service costs by moving conversations from IVR to lower-cost digital channels, using AI-powered chatbots to handle routine issues, and seamlessly transfer to agents. Sprinklr Service also improves efficiency by leveraging AI and automation to identify customer engagement opportunities, automate case and task management workflows, drive insight-led quality management, and equip agents to track performance. Finally, the platform can boost revenue by tapping into purchase intent and enabling agents to close the sale, providing a comprehensive solution for enterprise customer service teams to address various business challenges.
Q: Who is your ideal customer? Type of business or organization?
A: We work with more than 1,100 enterprise brands, including many of the most iconic companies and organizations on the planet.
Q: Who is the best “persona” to target at these companies, the key decision maker, and why do they need your solution? (i.e. what is your value proposition to this particular persona)?
A: We support large global enterprises with unified, omnichannel customer service. We primarily target Heads of Contact Center Operations, Customer Service Leads, Heads of IT, Chief Experience Officers, Chief Digital Officers, and Chief Information Officers. In Q4 results for the fiscal year 2023, Sprinklr highlighted 108 $1 million customers, up 32 percent year-over-year.
We have a highly diverse group of enterprise customers across various industries and geographies. Our customers are located in over 60 countries, and our platform is delivered in over 50 languages.
Q: What industry or vertical represents the hottest opportunity for a sale at the moment and why?
A: Our platform is ideal for a wide variety of industries, including consumer packaged goods (“CPG”), financial services, and technology verticals. Our customer base includes iconic global companies such as L’Oreal, Wells Fargo, Cisco, and Lenovo (click on each for an in-depth look).
Q: What’s the best way for our sales partners to engage with you through Intelisys? Is there anything unique on your MyIntelisys page or do you have assets in iU?
A: We’d love to hear from you! Please reach out to tsb@sprinklr.com to chat and learn more. We have Sprinklr co-marketing content on iU, plus enablement materials on MyIntelisys to help you unlock Sprinklr Service opportunities.
Let’s make customers happier together!
