Monday, February 11, 2013

It's the End of the World as We Know It (Socially Anyway)


“The world as we know it has ended,” according to Ragy Thomas, CEO ofSprinklr. “It ended about two years ago. The socially networked consumer is now in power. We had organized them {customers} into inbound and outbound channels. Now those silos are gone.”

Now that the customer is in charge and can potentially reach huge, worldwide audience with one damaging Facebook post, one damning tweet, or one emphatically worded blog post, what is a company to do? How can someone, anyone within the company respond to the possibility of such chaos? According to Ragy Thomas, CEO of Sprinklr, with the Sprinklr enterprise platform. Sprinklr is a platform for engaging, monitoring and reporting social media for businesses. It follows and analyzes customer feedback across Facebook, Twitter, LinkedIn, and other social media outlets across the vast blogosphere/Twitterverse/online community.

Rather than just having the marketing department forward fires to be put out to customer service, this service provides a one stop shop for social media response. Not only does Sprinklr offer one platform for response to many different types of social media inquiries, there is a built-in customizable process in place for storing and archiving messages. The legal and compliance requirements for an online retail shoe outlet and an online securities brokerage firm are very different, but the ability to tailor the necessary reporting is available within this platform, according to sprinklr.com.

If this service can provide what is says it can (and its long list of large corporate clients suggests that it can), then this service may be the large business’ answer to the social media conundrum. I suppose all that remains is the price ;)