Sprout Social and Salesforce Collaborate to Revolutionize Social Customer Care with Unified Platform

Sprout Social has expanded its collaboration with Salesforce, integrating social channels like Instagram, LinkedIn, X, Facebook Messenger, and WhatsApp into Salesforce Digital Engagement. This allows customer service reps to support customers across digital, voice, and social channels in one workspace, resolving issues faster and delivering personalized support with access to Salesforce's AI tools and customer data. The integration will help brands streamline social customer care and unify social and CRM data for a 360-degree view of customers.

Sprout Social (NASDAQ: SPT) has announced an expanded collaboration with Salesforce, integrating major social channels such as Instagram, LinkedIn, X (formerly Twitter), Facebook Messenger, and WhatsApp into Salesforce Digital Engagement. This integration allows customer service representatives to manage social conversations alongside other communication channels in a unified workspace, leveraging Salesforce's AI tools, customer data, and workflows for enhanced service delivery [1].

The partnership addresses a critical market need, as 73% of consumers indicate they would switch brands due to delayed social media responses [1]. By embedding social data directly into customer records, Sprout enables personalized service delivery that consumers now expect. This integration will be showcased at Dreamforce (October 14-16, 2025), with availability details to be announced at the event [1].

The expanded integration with Salesforce Digital Engagement represents a strategic advancement that strengthens Sprout Social's enterprise market position. By leveraging Salesforce's Bring Your Own Channel architecture, Sprout gains a substantial competitive advantage in the crowded social management space [1]. The integration brings five major social channels directly into Salesforce's environment, allowing customer service representatives to handle social interactions alongside other communication channels in a unified workspace, eliminating platform switching and training redundancies [1].

This collaboration will help brands streamline social customer care and unify social and CRM data for a 360-degree view of customers. The ability to manage social, digital, and voice interactions in one workspace will enable faster issue resolution and more personalized support, thereby improving customer satisfaction and loyalty [1].

References:
[1] https://www.stocktitan.net/news/SPT/sprout-social-expands-salesforce-collaboration-to-revolutionize-ura8n34aavfz.html