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Using Social Media to Personalize E-Commerce Processes

Posted on 4.05.2015

As brands look to drive deeper connections with their consumers many are leveraging personalization techniques in order to do so.

Sprinklr, a social media management company, and hybris software, an e-commerce software and omni-channel solution provider, have announced a new partnership in order to further integrate social media with business processes.

The new integration between the Sprinklr Experience Cloud and hybris’ new business platform as a service (YaaS) brands will be able to link First Party Experiences (FPX), such as consumer forums and reviews, directly with their organizations business processes. Also, through the partnership brands will be able to combine traditionally siloed consumer data with other sources to serve consumers more efficiently. Examples of this in action include a “Buy Now” button with consumers address and payment information pre-loaded or using social channels to personalize outbound marketing messages.

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“Sprinklr’s channel and function-agnostic view of business is perfectly aligned with our own,” stated Carsten Thoma, president of hybris. “Today, a 360-degree view of a customer isn’t enough. You need to be able to combine browsing, transactional, social and other forms of information together to understand what a customer wants or needs at any given moment in time. By bringing hybris YaaS together with Sprinklr and its pioneering new Experience Cloud, we have created the market’s most complete customer experience management (CXM) platform.”

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