Sprout Social Expands Partnership with Salesforce
By integrating social conversations into Salesforce, Sprout Social enables businesses to unify social data with their customer data to deliver better, personalised service–helping them build trusted brands.
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Sprout Social, a provider of cloud-based social media management software, has announced an expanded relationship with Salesforce to build a connection with Salesforce Digital Engagement using their Bring Your Own Channel architecture.
In collaboration with Salesforce, Sprout Social will bring social channels—Instagram, LinkedIn, X, Facebook Messenger, and WhatsApp—directly into Salesforce.
With 73% of consumers ready to switch brands if social media responses are delayed, and personalised service topping their expectations in 2025, brands need seamless solutions to stay competitive.
Sprout’s integration will address this by embedding social conversations directly into Salesforce, in addition to the channels that come with Digital Engagement, giving service reps the ability to support customers across digital, voice, and social channels–all in one workspace.
This will empower customer service and social teams to resolve issues faster and deliver personalised support with access to Salesforce’s AI tools, customer data, knowledge, and workflows.
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“In today’s customer care landscape, social media is central, and rising expectations demand more unified care solutions,” said Scott Morris, CMO of Sprout Social.
“Our expanded Salesforce relationship will be a game-changer for brands, who will now be able to drive business-wide impact with the power of Social Intelligence integrated into their primary customer engagement platform.”
Kishan Chetan, EVP & GM of Service Cloud at Salesforce, said, “Our collaboration with Sprout Social plays a pivotal role in enhancing the value of Service Cloud for our shared customers.”
“By integrating social conversations into Salesforce, Sprout Social enables businesses to unify social data with their customer data to deliver better, more personalised service–helping them build stronger, more trusted brands.”
Benefits of the Integration include:
- Leverage Salesforce’s Agentforce, reporting tools, and workflows to turn social insights into intelligent action.
- Route social messages into the same agent workspace used for email, chat, and voice, with no new platforms or additional training required.
- Unify social data with the customer data to give every team a holistic view of interactions across channels.
- Help marketing, sales, and product teams leverage real customer conversations and social insights to inform messaging, improve journeys, and drive results.
While the integration is not currently available to customers, Sprout Social will showcase the integration and share availability details at this year’s Dreamforce.
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