Sprout Social, a leader in cloud-based social media management, has expanded its collaboration with Salesforce. The company becomes the first social media management platform to connect with Salesforce Digital Engagement via its Bring Your Channel architecture. This advancement brings social channels, including Instagram, LinkedIn, X, Facebook Messenger, and WhatsApp, directly into Salesforce.

With 73% of consumers likely to switch brands if social media responses are delayed, speed and personalization are critical in 2025. The Sprout Social and Salesforce integration embeds social conversations into Salesforce alongside native Digital Engagement channels. This gives service teams one unified workspace to manage interactions across social, voice, and digital channels. The result is faster issue resolution, improved personalization, and seamless access to Salesforce’s AI tools, customer data, workflows, and knowledge resources.

Scott Morris, CMO of Sprout Social, said, “Social media is now at the core of customer care. Our expanded Salesforce relationship enables brands to deliver unified, impactful service experiences powered by Social Intelligence.”

Kishan Chetan, EVP & GM of Service Cloud at Salesforce, added, “Sprout Social’s integration strengthens Service Cloud by merging social data with customer records. Businesses can deliver more personalized service and build trust.”

Driving AI-Powered Social Customer Care

The enhanced Sprout Social and Salesforce Digital Engagement integration offers several benefits:

  • AI and automation for faster action: Leverage Salesforce’s Agentforce, advanced reporting, and workflows to turn social insights into intelligent responses.
  • Unified workspace for efficiency: Route social messages into the same interface used for email, chat, and voice, no extra tools or training needed.
  • Complete customer view: Merge social data with CRM records to provide every team with a 360-degree customer profile.
  • Cross-department value: Enable marketing, sales, and product teams to use real customer conversations to refine messaging and improve customer journeys.

With this deepened integration, Sprout Social and Salesforce are helping brands meet rising consumer expectations and create more connected, AI-driven customer care experiences.

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News Source:Globenewswire.com