Sprout Social Partners With Twitter on Customer Care Initiative

First Access to New Data Will Help Further Technology Solutions to Strengthen the Communication Between Customers and Brands

Aug 06, 2015, 18:38 ET from Sprout Social

CHICAGO, Aug. 6, 2015 /PRNewswire/ -- Sprout Social has been a strategic partner in the Twitter Certified Program since 2012 and, more recently, deepened its partnership through selection into the Twitter Official Partner Program. Today, the two social media companies reach another important milestone: Twitter and Sprout are working together to further technology solutions for social customer service.

"We want to make it easier than ever before for brands to provide top-notch customer service on Twitter," said Chris Moody, Vice President of Data Strategy at Twitter. "We are excited to work alongside Sprout Social to help consumers and brands have a better customer service experience on Twitter."

People increasingly turn to Twitter to ask for help, make buying decisions, lodge complaints and engage in an ongoing dialogue with brands. Through this latest partnership, Sprout now has first access to new data—both historical and real-time—that joins with Sprout's existing social care tools, including conversation history, tasking and workflow, helpdesk and CRM integrations, unified inbox and several reports focused on responsiveness and care-related metrics.

"Twitter is a highly efficient communication channel that enables teams to not only answer service-related questions but also to build lasting, value-driven relationships," said Justyn Howard, CEO of Sprout Social. "Managing social customer service conversations effectively requires centralized communication, consolidated tools and contextual information."

Collectively, these features comprise the Social Care Suite, which is available exclusively in Sprout's Team and Enterprise plans. The Suite enables Sprout to improve features and offer new tools that address these behaviors while empowering businesses and agencies to create even more remarkable customer experiences.

Taking a Twitter-First Approach

Underscoring the need for businesses to provide better customer care on social, the latest Sprout Social Index reports a 110% year-over-year increase of social messages that warrant a response from a brand. What's more, according to McKinsey, brands that proactively invite customers to engage on Twitter realize several benefits, including higher customer satisfaction rates, lower cost per interaction, increased brand reputation and additional service-to-sales opportunities.

Many Sprout customers recognize the importance of social customer care and already reap the rewards of attentiveness. But for those looking to hone their online customer service strategy even further, Sprout offers several recommendations. Chief among them:

  • Identify and implement tools and technology that afford seamless customer support.
  • Research and acknowledge common questions, known issues and proper sources for customer answers.
  • Obtain access to powerful and relevant social context and conversation history to more swiftly and personally resolve issues.
  • Proactively uncover opportunities to solve issues before they arise, and create moments of delight.
  • Ensure organizational accountability by measuring the efficiency and impact of Twitter communication.

Continued Commitment & Product Innovation

As social customer care becomes more important, Twitter continues to provide its most trusted partners with exclusive access to the powerful data and tools necessary to build better products that help drive business forward.

"Twitter's attention to social customer care aligns with Sprout's mission to create open communication between people and brands," Howard said. "The insights we gain, the improvements we make and the features we enhance are a direct reflection of our shared commitment to the marketplace and, most especially, to our customers."

Sprout works tirelessly to bring its customers product updates and feature enhancements that make their jobs more effective and efficient. Among the first granted access to this new Twitter data, Sprout will keep its customers updated on this ongoing partnership, highlighting how it will enable better communication, Tweet by Tweet.

Read more about Twitter's initiative on social customer care. Plus, find out how brands can best prepare for successful customer service in the newly release Twitter for Customer Service Playbook.

Sprout Social is a social media management platform for business. Sprout powers smart social communication for leading agencies and brands, including Anthropologie, GrubHub, Hyatt, MailChimp, Spotify and Zipcar. A powerful platform for social business available via web browser, iOS and Android apps, Sprout enables brands to more effectively communicate on social channels, collaborate across teams and provide an exceptional customer experience. Headquartered in Chicago, Sprout is a Twitter Certified Product, Facebook Preferred Marketing Developer and Google+ Pages API Partner. Learn more at sproutsocial.com.

Brendan Shea

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