Social Customer Service & Support at Scale

Respond faster—and smarter—with an enterprise social customer support platform to resolve issues, personally connect with customers and create brand advocates.

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Efficiently Monitor & Engage

People increasingly turn to social media to engage with your brand or business. With message volumes rising and response times deteriorating, truly innovative brands will differentiate by delivering superior social support. Equip your team with the tools and workflows they need to turn customer issues into delightful moments.

Message Management

Never miss a message with Sprout’s unified social inbox, a seamless combination of real-time monitoring, response and collaboration tools.

Smarter Workflows

Increase productivity and create a fluid user experience with simplified workflow management across agents, teams, channels and profiles.

Actionable Insights

Improve customer satisfaction and optimize agent performance with team reports, response time, task tracking and CSAT/NPS® data.

Sprout Helps Brands Connect With Their Customers Through:

Make Social a Team Effort

Screenshot of an inbox of social media messages from various networks

One Inbox, Built for Social Customer Care

Whether it’s an issue to resolve or a chance to delight a customer, find and join conversations with the Smart Inbox—a unified feed to triage, organize and route messages.

Stay Organized & Never Duplicate Efforts

Easily tag messages, assign and manage tasks, mark cases complete and ensure seamless collaboration with team tools like live activity updates, audit trails and reply tracking.

Build Lasting Customer Relationships

View the actual customer relationship—not just their social profile—with comprehensive Contact Views and social CRM tools to share notes and context across your entire team.

Contextual Tools for Seamless Follow-up

Facilitate seamless shift changes and ensure consistent customer experience with conversation and interaction history across agents, profiles and networks.

Track, Measure & Optimize

Screenshot of a social media engagement report

Track Multichannel Response Rates & Times

Measure how well your agents respond to messages and find actionable ways to improve with Engagement Report.

Quantify Productivity & Team Workflow

Analyze agent activity and performance around responses and tasking to measure productivity and increase efficiency.

Measure & Improve Customer Satisfaction

Augment existing customer satisfaction measurement with integrated Twitter CSAT/NPS® data collection and reporting.

Our response rate is near or at 100 percent on most days, and we’ve sped up our response time. This has helped us create a better relationship with the customer while providing them with the information they need.

Elisa Sabak
Social Media Editor @adoreme

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Reduce Operating Costs With Advanced Tools

Flexible Structure for Scalable Management

Whether you manage support services internally or contract to a contact center, Sprout’s intuitive Group structure and precise permissioning facilitate logical user and profile organization.

Intelligent Response Algorithms

Efficiently manage large scale engagement efforts without compromising authenticity with Suggested Replies, Sprout’s reply suggestion engine powered by machine learning.

Seamless Public-to-Private Transitions

Easily transition public conversations on Twitter and Facebook to private Direct Message and Messenger channels to better manage sensitive information gathering and support issues.

Chatbots for Messenger & Direct Message

Sprout’s integrated Bot Builder helps you scale customer care on Twitter and Facebook, eliminate repetitive tasks, efficiently gather information and guide customers to better outcomes.