Sprout Social Unveils New Innovations in its Care Solution, Empowering Brands to Drive Business with Proactive Social Care
Sprout Social (Nasdaq: SPT) announced significant enhancements to its Care by Sprout Social solution, introducing new features to help brands deliver proactive social media customer care. The updates include expanded bot channels for Instagram and WhatsApp, customizable workflows, enhanced compliance capabilities, and comprehensive reporting functionality.
A key highlight is the upcoming AI agent integration that will automate routine inquiries across multiple channels. The platform now offers secure forms, data masking, and a Cases API for connecting social care data with broader datasets. According to research, 73% of consumers would switch to competitors if brands don't respond on social media.
The company aims to transform social care from a reactive necessity into a strategic business driver, with features focused on automation, brand protection, and actionable insights. ScottsMiracle-Gro has already implemented these solutions to strengthen customer relationships and improve team operations.
Sprout Social (Nasdaq: SPT) ha annunciato importanti miglioramenti alla sua soluzione Care by Sprout Social, introducendo nuove funzionalità per aiutare i brand a offrire un'assistenza clienti proattiva sui social media. Gli aggiornamenti includono l'espansione dei canali bot per Instagram e WhatsApp, flussi di lavoro personalizzabili, capacità di conformità potenziate e una funzionalità di reportistica completa.
Un elemento chiave è la prossima integrazione dell'agente AI che automatizzerà le richieste di routine su più canali. La piattaforma ora offre moduli sicuri, mascheramento dei dati e un'API per i casi che consente di collegare i dati dell'assistenza sociale a dataset più ampi. Secondo una ricerca, il 73% dei consumatori cambierebbe marchio se le aziende non rispondono sui social media.
L'azienda punta a trasformare l'assistenza sociale da una necessità reattiva a un motore strategico per il business, con funzionalità focalizzate su automazione, protezione del brand e approfondimenti utili. ScottsMiracle-Gro ha già implementato queste soluzioni per rafforzare le relazioni con i clienti e migliorare le operazioni del team.
Sprout Social (Nasdaq: SPT) anunció importantes mejoras en su solución Care by Sprout Social, incorporando nuevas funciones para ayudar a las marcas a ofrecer atención al cliente proactiva en redes sociales. Las actualizaciones incluyen la ampliación de canales de bots para Instagram y WhatsApp, flujos de trabajo personalizables, capacidades mejoradas de cumplimiento y funcionalidades completas de informes.
Un aspecto destacado es la próxima integración de agentes de IA que automatizará consultas rutinarias en múltiples canales. La plataforma ahora ofrece formularios seguros, enmascaramiento de datos y una API de casos para conectar los datos de atención social con conjuntos de datos más amplios. Según investigaciones, el 73% de los consumidores cambiaría de marca si las empresas no responden en redes sociales.
La compañía busca transformar la atención social de una necesidad reactiva a un motor estratégico para el negocio, con funciones centradas en la automatización, protección de la marca y conocimientos accionables. ScottsMiracle-Gro ya ha implementado estas soluciones para fortalecer las relaciones con los clientes y mejorar las operaciones del equipo.
Sprout Social (나스닥: SPT)는 Care by Sprout Social 솔루션에 중요한 개선 사항을 발표하며, 브랜드가 소셜 미디어 고객 서비스를 적극적으로 제공할 수 있도록 돕는 새로운 기능들을 도입했습니다. 이번 업데이트에는 인스타그램과 WhatsApp용 봇 채널 확장, 맞춤형 워크플로우, 강화된 규정 준수 기능, 그리고 포괄적인 보고 기능이 포함되어 있습니다.
주요 특징으로는 여러 채널에서 일상적인 문의를 자동화할 예정인 AI 에이전트 통합이 있습니다. 플랫폼은 이제 보안 양식, 데이터 마스킹, 그리고 소셜 케어 데이터를 더 넓은 데이터셋과 연결할 수 있는 케이스 API를 제공합니다. 연구에 따르면, 소비자의 73%가 브랜드가 소셜 미디어에 응답하지 않으면 경쟁사로 전환할 것이라고 합니다.
회사는 소셜 케어를 단순한 반응적 필요에서 전략적 비즈니스 동력으로 전환하는 것을 목표로 하며, 자동화, 브랜드 보호, 실행 가능한 인사이트에 중점을 둔 기능들을 제공합니다. ScottsMiracle-Gro는 이미 이 솔루션들을 도입하여 고객 관계를 강화하고 팀 운영을 개선했습니다.
Sprout Social (Nasdaq : SPT) a annoncé des améliorations majeures de sa solution Care by Sprout Social, introduisant de nouvelles fonctionnalités pour aider les marques à offrir un service client proactif sur les réseaux sociaux. Les mises à jour incluent l'élargissement des canaux de bots pour Instagram et WhatsApp, des workflows personnalisables, des capacités de conformité renforcées et des fonctionnalités complètes de reporting.
Un point fort est la prochaine intégration d'agents IA qui automatisera les demandes routinières sur plusieurs canaux. La plateforme propose désormais des formulaires sécurisés, le masquage des données et une API Cases pour connecter les données du service social à des ensembles de données plus larges. Selon une étude, 73 % des consommateurs changeraient de marque si les entreprises ne répondent pas sur les réseaux sociaux.
L'entreprise vise à transformer le service social d'une nécessité réactive en un moteur stratégique pour l'entreprise, avec des fonctionnalités axées sur l'automatisation, la protection de la marque et des insights exploitables. ScottsMiracle-Gro a déjà adopté ces solutions pour renforcer les relations clients et améliorer les opérations de ses équipes.
Sprout Social (Nasdaq: SPT) hat bedeutende Verbesserungen seiner Care by Sprout Social-Lösung angekündigt und neue Funktionen eingeführt, die Marken dabei unterstützen, proaktiven Kundenservice in den sozialen Medien zu bieten. Zu den Updates gehören erweiterte Bot-Kanäle für Instagram und WhatsApp, anpassbare Workflows, verbesserte Compliance-Funktionen und umfassende Berichtsfunktionen.
Ein Highlight ist die bevorstehende Integration eines KI-Agenten, der Routineanfragen über mehrere Kanäle automatisieren wird. Die Plattform bietet jetzt sichere Formulare, Datenmaskierung und eine Cases-API, um Social-Care-Daten mit größeren Datensätzen zu verbinden. Laut Studien würden 73 % der Verbraucher zur Konkurrenz wechseln, wenn Marken in sozialen Medien nicht reagieren.
Das Unternehmen möchte Social Care von einer reaktiven Notwendigkeit zu einem strategischen Geschäftstreiber machen, mit Funktionen, die auf Automatisierung, Markenschutz und umsetzbare Erkenntnisse ausgerichtet sind. ScottsMiracle-Gro hat diese Lösungen bereits implementiert, um Kundenbeziehungen zu stärken und Teamabläufe zu verbessern.
- Introduction of AI agent integration to automate routine customer inquiries
- Expansion to new bot channels including Instagram and WhatsApp
- Enhanced security features with secure forms and data masking
- New Cases API enabling connection of social care data to broader datasets
- Integration with Salesforce Service Cloud
- None.
Insights
Sprout Social enhances its social care platform with automation and AI capabilities, strengthening its competitive position in customer engagement software.
Sprout Social's latest Care solution enhancements represent a strategic evolution of their social media management platform, focusing on transforming customer care from a reactive necessity to a proactive business driver. The update addresses a critical market need, as
The most significant advancement is the upcoming AI agent integration, which will automate routine inquiries and free human agents for complex tasks. This aligns with industry trends toward AI-powered customer service and could substantially reduce response times and operational costs. Additional innovations include expanded bot channels to Instagram and WhatsApp, customizable workflows, compliance features, and enhanced reporting capabilities.
These improvements position Sprout to capitalize on the growing centrality of social media in the customer journey - from discovery through purchase and support. By enabling brands to handle customer interactions within social platforms rather than deflecting to traditional channels, Sprout is eliminating friction points that typically lead to customer drop-off.
The integration of governance, compliance capabilities, and secure data handling addresses enterprise-level concerns that often prevent full adoption of social care solutions. The Cases API feature enables connecting social data with broader organizational metrics, potentially enhancing the strategic value proposition for larger clients seeking comprehensive analytics.
These enhancements collectively strengthen Sprout's competitive position in the increasingly important customer engagement software market, particularly as businesses face rising consumer expectations for immediate, personalized support across digital channels.
- Innovations to Care by Sprout will enable marketers to provide proactive, secure and insights-driven customer care on social.
- New releases, available today, include additional bot channels, customizable workflows, compliance and governance capabilities, as well as more holistic reporting functionality.
- Sprout announces its upcoming AI agent integration to resolve inquiries in seconds and free teams from repetitive tasks using a trained bot deployed across multiple channels.
CHICAGO, May 14, 2025 (GLOBE NEWSWIRE) -- Sprout Social (Nasdaq: SPT), an industry-leading provider of cloud-based social media management software, today announced a set of new innovations to its Care by Sprout Social solution. Designed to help brands meet rising customer expectations, the new features empower teams to deliver more proactive, secure and insights-driven social care–elevating support from a reactive necessity to a strategic business driver. Sprout Social also announced an upcoming AI agent integration, which will further enhance the care experience for customers and drive even more efficiency and impact for brands.
Social media has become central to product discovery and purchasing, which means brands must deliver fast, personalized social care across platforms or risk losing vital customer trust and business. In fact,
“We’re entering a new era where social care is a key differentiator, influencing purchasing decisions and shaping brand loyalty,” said Scott Morris, Sprout Social’s Chief Marketing Officer. “These latest innovations give brands the tools to not only meet but exceed customer expectations, turning care into a powerful driver of business outcomes across the organization. As technology and expectations continue to accelerate, our focus remains on building an adaptable, powerful platform that keeps our customers ahead of the curve.”
Key Innovations in Care by Sprout:
- Harness the Power of AI: Sprout’s upcoming AI agent integration will quickly resolve routine care inquiries, allowing human agents to dedicate their time on more complex, meaningful tasks.
- Automate for Efficiency: New bot channels, such as Instagram and WhatsApp, along with enhanced flexibility features like Queue Customizations, empower teams to engage customers across more platforms, streamline agent workflows, and allow brands to tailor social care programs to their specific needs.
- Proactively Protect Your Brand: New governance and compliance capabilities enable brands to manage more complex social care cases within social—eliminating the need to deflect to traditional channels. With secure forms and data masking, customer data stays protected, while access controls and blocked word settings help teams maintain security and brand integrity.
- Unlock Actionable Insights: New Cases API allows brands to easily connect social care data to broader datasets for more holistic insights, while features like goal time reporting help brands better understand their team operations and trends over time.
"At ScottsMiracle-Gro, we’ve realized that social care isn’t just a support function but a strategic imperative that the success of our entire organization relies on,” said Sara Smith, Manager of Consumer Services at ScottsMiracle-Gro. “Sprout Social has helped us embrace this shift by providing an intuitive platform that brings our social and care teams together, enabling us to connect more effectively with our audiences and strengthen customer relationships. Social is now where critical engagement happens, and with Sprout, we’re navigating this new era of care as a united front that’s always ready to show up for our customers."
These enhancements further build on Sprout’s innovative care solution, which features AI capabilities, intuitive workflows and an industry-leading integration with Salesforce Service Cloud. The updates will be featured in today’s Breaking Ground, Sprout’s quarterly showcase of the company’s latest product updates and cutting-edge industry insights.
For more information on Care by Sprout Social, please visit https://sproutsocial.com/social-customer-service/
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Contact
Media:
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Email: pr@sproutsocial.com
Phone: (773) 904-9674
Investors:
Lexi Johnson
Email: lexi.johnson@sproutsocial.com
Phone: (312) 528-9166
About Sprout Social
Sprout Social is a global leader in social media management and analytics software, built on the belief that All Business is Social℠. Sprout’s intuitive platform puts powerful social data into the hands of approximately 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.
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FAQ
What new features did Sprout Social (SPT) announce for its Care solution in May 2024?
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