Sprout Social Unveils New Innovations in its Care Solution, Empowering Brands to Drive Business with Proactive Social Care

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  Innovations to Care by Sprout will enable marketers to provide proactive, secure and insights-driven customer care on social.

• New releases, available, 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.

Sprout Social , an industry-leading provider of cloud-based social media management software, 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, 73% of consumers say they will buy from a competitor if a brand doesn’t reply to them on social. While reactive support is expected, the new innovations in Care by Sprout empower brands to deliver proactive care, turning positive interactions into business assets that build loyalty and attract new customers.

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“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.

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“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 Breaking Ground, Sprout’s quarterly showcase of the company’s latest product updates and cutting-edge industry insights.