Case Study: European Retail Company achieves AI-powered omnichannel customer experience with Sprinklr

European retail company creates best-in-class customer experience and saves 100 hours a month

Retail Company, a European retailer with millions of customers across in-store and online channels, wanted to create a more seamless and personalized customer experience. It needed a way to unify publishing, engagement, campaign analysis, and social customer service while also using chatbots to handle routine inquiries and support more complex customer needs. Sprinklr’s Unified-CXM platform was selected to help bring the in-store service experience online.

Sprinklr implemented Sprinklr Service, Sprinklr Social, and Sprinklr Insights to centralize customer interactions across Instagram, Facebook, and Pinterest, automate common questions, and route complex cases to live agents. The result was a more efficient omnichannel experience, better customer support, and more time for agents to focus on high-value interactions. Within eight months, Sprinklr helped Retail Company save 864 hours for its customer service team.