increase in response rate on Twitter
of customer service Tweets are responded to within 24 hours
Tweets sent within 8 months
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.
— Trello Support (@trellosupport) November 11, 2015
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.
@rramoons these are great recommendations, thanks for sending them along! I'll pass them to our team here.
— Trello Support (@trellosupport) May 31, 2016
“Sprout has given us a more holistic picture of what people are doing with the app,” Support Agent Emily Chapman says.