Sprinklr Acquires Get Satisfaction, Adds Community-Based Customer Support Technology

Sprinklr, a provider of enterprise social technology, announced the acquisition of Get Satisfaction, a San Francisco-based online customer community platform. The addition of Get Satisfaction adds community-based customer support to Sprinklr’s Experience Cloud and will enable enterprise brands to create, manage, and deliver relevant experiences across almost 25 social channels and brand Web sites.

“You can’t market or sell to unhappy customers in a world of connected consumers. It is only a question of time before all brands recognize that the marketing of the future begins with great customer care,” said Ragy Thomas, CEO and founder of Sprinklr, in a statement. “It makes no sense for the marketing team to spend hundreds of millions of dollars driving acquisition while the head of customer service is compensated on reducing the time with your best customers.”

Get Satisfaction is one of the industry’s largest online community platform providers, powering more than 1,000 communities worldwide. It helps companies provide modern, responsive, and cost effective customer support, while seeking customer feedback and ideas. The acquisition of Get Satisfaction makes Sprinklr a leading player in the rapidly growing $3.5 billion enterprise collaboration market and the only vendor to provide a unified technology platform for managing customer experiences across third party social networks like Facebook, Twitter, and LinkedIn and first party owned properties like Web sites, blogs, and communities.

Sprinklr’s acquisition of Get Satisfaction comes one week after the company announced $46 million in new funding at a valuation of more than $1 billion.

During the same time, the company launched the Experience Cloud, an integrated offering that allows brands to create, manage, and deliver experiences across social channels and brand Web sites. In the last 14 months, Sprinklr has tripled in size and strategically broadened its capabilities with the acquisitions of Dachis Group, TBG Digital, Branderati, and Pluck. The company has offices in 10 countries, more than 750 employees globally and was recently named the social launch partner for SAP’s hybris Marketing solution.

“Get Satisfaction’s vision is to enable a world where customers achieve ultimate value with their brands. We upgrade outdated one-to-one support systems and increase a brand’s ability to create happy customers,” said Rahul Sachdev, president and CEO, Get Satisfaction, in a statement. “In the last five years, Sprinklr has created a platform that is redefining how global brands connect with their customers. With Sprinklr, we now have a tremendous opportunity to accelerate our vision and deliver greater value.”