Sprout Social announced an expanded collaboration with Salesforce, becoming the first social media management platform to build a connection with Salesforce Digital Engagement using its Bring Your Own Channel architecture. This partnership aims to revolutionize social customer care.
The integration will embed social channels such as Instagram, LinkedIn, X, Facebook Messenger, and WhatsApp directly into Salesforce. This will provide service representatives with a unified workspace to support customers across digital, voice, and social channels, addressing the need for seamless and personalized service.
This collaboration empowers customer service and social teams to resolve issues faster and deliver personalized support by leveraging Salesforce’s AI tools, customer data, knowledge, and workflows. The integration is expected to drive business-wide impact by integrating social intelligence into the primary customer engagement platform.
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