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.
Sprout Helps Brands Connect With Their Customers Through:
Make Social a Team Effort
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
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.
Sprout makes our workflow succinct and our agents’ lives easier. This ease is reflected onto the customer experience.
Social Media & Content Executive @Monarch
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.