Salesforce and Sprout Social are ushering in a new era of social media customer care

Sprout Social’s global partnership with Salesforce means Salesforce customers can seamlessly transition to and manage their full social media presence and social customer care operations through Sprout’s award-winning social suite.

When we launched our partnership back in 2022, Ryan Strynatka, SVP & COO of Salesforce Marketing Cloud said, “Salesforce is excited to partner with Sprout. We’re on a journey to empower companies to create a 360° view of their customers, and by integrating with Sprout’s industry leading social media management platform we will help our customers deliver success now.”

In this article, we explain how this partnership can help you maximize your brand’s performance, and how it’s evolved for your benefit.

Why Salesforce chose to partner with Sprout Social

Salesforce and Sprout care deeply about our customers’ success, and at the forefront of our decision to partner was the value we can provide our joint customers.

Social is still a young industry that evolves everyday, with new trends and use cases that lead to new business requirements. Because social is Sprout’s expertise, Salesforce recognized that Sprout can help companies elevate their social media management and take advantage of our strong network partnerships and integrations. We help more than 34,000 of the world’s best brands integrate their customer touch points, so Salesforce knows we can help their customers stay on pace with the emerging changes in the social landscape.

Sprout enables Salesforce customers to better connect with their audiences, streamline workflows, deliver excellent social customer care and turn social data into meaningful insights—all from one platform.

Here are the three core customer benefits that drove our partnership.

1. Customer care at scale

Customers are turning to social as the first line of communication with brands. A Q1 2024 Sprout Social Pulse Survey found that 80% of consumers agree they use social media more now compared to a year ago to engage with brands about customer service needs. Social and customer care teams must be ready to meet consumers’ changing expectations.

Sprout’s platform helps brands connect with customers quickly and efficiently so they can better address their needs and build greater brand loyalty. With Sprout’s streamlined single code base, our platform is scalable and delivers innovations faster, enabling brands with the agility to onboard with ease. It’s intuitive for practitioners—which makes it easy to adopt and use every day. For Salesforce customers, customer care representatives are able to respond from either Sprout or Service Cloud, with real-time synchronization between the two.

Keep reading to learn more about our comprehensive Service Cloud integration.

2. More than 100 new features every year

Given the speed at which social evolves, brands can’t afford to be left behind. Marketers and customer care representatives must be able to engage their customers across social networks. To do that, they have to stay in sync with the latest platform updates and emerging trends.

That’s why integrations with both social networks and technology partners are the core of Sprout’s platform. Our partner integrations, with platforms like Salesforce, enable our customers to easily connect tools across their technology stacks and create one simplified experience. And our network integrations with top social platforms like TikTok, Instagram and LinkedIn help us keep up with the speed of social–adding new functionality to Sprout as each social network evolves.

Sprout offers highly requested features from existing Social Studio customers.

Partner integrations:

• TikTok
• Instagram Reels and direct messages
• Meta Threads
• Yelp
• Glassdoor
• Canva
• WhatsApp
• 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 functionality
• Social Listening
• Influencer marketing

3. #1 Best Software Product according to G2 2024 Awards

Sprout was named the #1 Best Software Product across all categories in G2’s 2024 Software Awards. And in G2’s 2024 Fall Reports, Sprout ranked #1 in 94 different reports, with 173 leader badges spanning all business segments. The winners were selected based on reviews from real users.

How the Sprout Social Salesforce partnership enhances our platform experience

Salesforce trusts that Sprout is the right platform to help enterprise companies deliver relationship-building services, reach their audience and capture data that drives strategic decision making.

Through this partnership, we will elevate our award-winning platform to continue to innovate with Salesforce products and provide an all-in-one social management and customer care experience.

Sprout’s integrations with Salesforce

To easily build a single view of the customer, Sprout offers a robust integration with Salesforce solutions integral to your business including Service Cloud, Sales Cloud, Tableau, Slack and Marketing Cloud Intelligence data, and now Agentforce assistant for Service Cloud, an internal conversational AI for CRM.

We built a sophisticated logic layer that connects Salesforce to Sprout, which means your customer data can easily be passed and stored between both platforms. This component of our integration—paired with our product automation—makes customer care seamless for your team by creating an all-encompassing view of your customer.

For example, in Sprout, Salesforce Contact information shows you the name, social profile, email address and phone number of each person who contacts your brand on social. You can track past conversations across customer service channels so your social support team is empowered to deliver omnichannel customer care.

And with new innovations like Sprout + Agentforce, care agents and managers can use conversational AI to surface data from cases across social and CRM, in real-time, to inform customer interactions, improve service quality and speed up resolution times. Agents can get the context they need to solve customer problems, without manually digging for insights and delaying responses.

Ryan Barretto, CEO of Sprout says, “Salesforce is the global CRM leader with a footprint across sales, service, marketing, commerce and data intelligence. Powerful, elegant integrations from Sprout into Salesforce give our customers an unprecedented ability to build closer connections with customers and operationalize social at scale.”

These comprehensive Salesforce integrations make it possible for customers to smoothly migrate to Sprout. With the help of our professional services team—who are well-versed in Social Studio and Sprout—you can make the transition with little to no downtime.

Plan for the future of social media management

Social media isn’t slowing down. Stay on top of your social strategy by planning for long-term social media management success.

Transform your social media management and customer care strategy with Sprout Social’s comprehensive Salesforce integration. Get in touch with our team to schedule your demo today.