Sprout Social, an industry-leading provider of cloud-based social
media management software, today announced a series of updates and
AI-powered innovations that further enhance Sprout’s intuitive
platform and strengthen the company’s partnerships and integrations
with Salesforce and major social media networks. Many of these
updates will be featured in Breaking Ground, Sprout’s quarterly
showcase of the company’s latest product innovations.
Customer service is paramount for brands as poor customer
experiences can cost businesses worldwide trillions of dollars
every year1. Exceptional customer care starts with meeting
customers where they are, and recent research shows that is
increasingly social media. In fact, 80% of consumers use social
media for customer care more now than they did a year ago and
social is Gen Z’s primary channel for customer support2. However,
with millions of interactions and data points to sift through,
providing timely, personalized care on social is nearly impossible
without the help of AI.
The latest enhancements to Social Customer Care by Sprout Social
bring new capabilities and insights to marketers and care teams,
helping them transform each customer interaction into a competitive
advantage. Associated Messages, for example, give teams access to a
full historical view of a case’s public and private messages so
they can move accurately and efficiently, while AI-powered Message
Intent Classification helps teams resolve the highest-priority
messages first. Along with automated case management and upcoming
AI capabilities within Salesforce Service Cloud, the updates will
help take manual work off care teams’ plates so they can spend time
focusing on what matters most: building lasting relationships with
customers.
“Social is not just another marketing channel; it’s now the
number one non-traditional channel for customer service,” said
Erika Trautman, Chief Product Officer, Sprout Social. “Social
engagement is the cornerstone of the business-to-consumer
relationship and cascades through every aspect of a business. We
understand this potential and are continuing to invest in product
enhancements that enable teams to work smarter and faster so they
can capitalize on every opportunity to delight customers and get
the maximum return on their social investments.”
Emerging platforms like Threads, which now boasts over 130
million active users, provide vast opportunities for brands that
have the right strategies and solutions in place. New updates to
Sprout’s integration with Threads empowers brands to elevate their
platform strategies by moderating and replying to Threads comments
directly within Sprout’s platform, keeping them on the cutting edge
of social and helping them engage their customers no matter where
they are.
In addition to new capabilities and integrations that help
marketers work smarter and faster, Sprout’s latest and upcoming
product updates include several AI advancements that empower teams
to showcase the impact of their work and accelerate data-driven
decisions. Some noteworthy examples include:
- Analyze by AI Assist: Offers executive summary insights for
reporting widgets, reducing the time it takes to understand the
performance of certain widgets while offering curated analysis with
AI.
- Conversation Breakdown Widget: Combines new data lenses like
sentiment to give a powerful view of active conversations, making
it easier to identify trends and insights faster.
- Comment Sentiment in Reports: Helps marketers understand how
audiences respond to certain content through new
positive/negative/neutral comment counts. Gaining insight into the
‘why’ behind performance can help inform future strategy and track
how certain campaigns or launches performed.
“Analyze by AI Assist has been a game changer for how I approach
content and campaign analysis,” said Erika Bufford, Social
Listening and Reporting Assistant, Tesco. “What could previously
take me hours of manual effort— such as identifying trends,
measuring performance, and generating insights—can now be done in
minutes. I couldn’t be happier with the difference it’s made!”
Looking ahead, Sprout will launch LinkedIn integrations that
allow brands to directly access LinkedIn DMs through Sprout’s
platform and discover new listening data insights. These
innovations will help solve critical engagement and reporting
challenges facing B2B marketers on the top professional social
network.
Learn more about the latest advancements featured in Sprout’s
Breaking Ground program here.
1 Source: Qualtrics XM Institute Research from February
20242 Source: Sprout Social Q1 2024 Consumer Pulse Survey
About Sprout SocialSprout Social is a global
leader in social media management and analytics software. Sprout’s
intuitive platform puts powerful social data into the hands of more
than 30,000 brands so they can deliver smarter, faster business
impact. Named the #1 Best Software Product by G2’s 2024 Best
Software Award, Sprout offers comprehensive publishing and
engagement functionality, customer care, influencer marketing,
advocacy, and AI-powered business intelligence. Sprout’s software
operates across all major social media networks and digital
platforms. For more information about Sprout Social (NASDAQ: SPT),
visit sproutsocial.com.
Forward-Looking StatementsThis press release
contains “forward-looking statements” within the meaning of Section
27A of the Securities Act of 1933, as amended, and Section 21E of
the Securities Exchange Act of 1934, as amended. In some cases, you
can identify forward-looking statements by terms such as
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these identifying words. These statements may relate to the
success, performance, and effect on our business and customers of
our product features, our market size and growth strategy, our
estimated and projected costs, margins, revenue, expenditures and
customer and financial growth rates, our plans and objectives for
future operations, growth, initiatives or strategies. By their
nature, these statements are subject to numerous uncertainties and
risks, including factors beyond our control, that could cause
actual results, performance or achievement to differ materially and
adversely from those anticipated or implied in the forward-looking
statements. These assumptions, uncertainties and risks include
that, among others: we may not be able to sustain our revenue and
customer growth rate in the future; price increases have and may
continue to negatively impact demand for our products, customer
acquisition and retention and reduce the total number of customers
or customer additions; our business would be harmed by any
significant interruptions, delays or outages in services from our
platform, our API providers, or certain social media platforms; if
we are unable to attract potential customers through unpaid
channels, convert this traffic to free trials or convert free
trials to paid subscriptions, our business and results of
operations may be adversely affected; we may be unable to
successfully enter new markets, manage our international expansion
and comply with any applicable international laws and regulations;
we may be unable to integrate acquired businesses or technologies
successfully or achieve the expected benefits of such acquisitions
and investments; unstable market and economic conditions, such as
recession risks, effects of inflation, labor shortages, supply
chain issues, high interest rates, and the impacts of current and
potential future bank failures and impacts of ongoing overseas
conflicts, could adversely impact our business and that of our
existing and prospective customers, which may result in reduced
demand for our products; we may not be able to generate sufficient
cash to service our indebtedness; covenants in our credit agreement
may restrict our operations, and if we do not effectively manage
our business to comply with these covenants, our financial
condition could be adversely impacted; any cybersecurity-related
attack, significant data breach or disruption of the information
technology systems or networks on which we rely could negatively
affect our business; and changing regulations relating to privacy,
information security and data protection could increase our costs,
affect or limit how we collect and use personal information and
harm our brand. Additional risks and uncertainties that could cause
actual outcomes and results to differ materially from those
contemplated by the forward-looking statements are included under
the caption “Risk Factors” and elsewhere in our filings with the
Securities and Exchange Commission (the “SEC”), including our
Annual Report on Form 10-K for the year ended December 31, 2023
filed with the SEC on February 23, 2024, as well as any future
reports that we file with the SEC. Moreover, you should interpret
many of the risks identified in those reports as being heightened
as a result of the current instability in market and economic
conditions. Forward-looking statements speak only as of the date
the statements are made and are based on information available to
Sprout Social at the time those statements are made and/or
management's good faith belief as of that time with respect to
future events. Sprout Social assumes no obligation to update
forward-looking statements to reflect events or circumstances after
the date they were made, except as required by law.
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ContactMedia:Layla RevisEmail:
pr@sproutsocial.comPhone: (866) 878-3231Investors:Lexi
JohnsonTwitter: @SproutSocialIREmail: lexi.johnson@sproutsocial.com
Phone: (312) 528-9166
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