Trello—a leader in project management software—increased its response rate by 16% while gathering useful feedback to develop new product features.

Trello saw a problem in how its social content was being distributed. When people visited @Trello through Twitter’s mobile app, they were inundated with support-related replies.

Trello knew it could lose new and existing followers who were unable to engage with outbound content getting buried by replies. The solution: Its social team launched @TrelloSupport to direct support inquiries onto a separate account.

Sprout’s Smart Inbox and collaboration tools helped the @TrelloSupport team increase its response rate by 16% and reply to 97% of customer service Tweets within 24 hours.

Meanwhile, Brand Keywords have made it easy for Trello to gather customer requests for new features and third-party integrations.

“Sprout has given us a more holistic picture of what people are doing with the app,” Support Agent Emily Chapman says.

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