Sprout Social provides social media management, marketing, customer care, data and intelligence, and employee advocacy solutions for leading brands and agencies, including Ticketmaster, Chipotle, Grubhub, Subaru, Zendesk and many more. Sprout’s platform is designed with ease of use in mind, simplifying social publishing, engagement, reviews, analytics and listening for our customers. By providing customer success and technical support, Sprout is committed to delivering consistent value to all users. The vendor states that any organization, regardless of size or industry, can count on dedicated onboarding and quick implementation to realize value faster and minimize business disruption. Sprout invites potential customer to experience what they describe as award-winning service and industry-leading time to value with a free 30-day trial at sproutsocial.com.
Sprout Social Features
Supported: Boolean keyword searches
Supported: Filtering out noise/spam
Supported: Sentiment analysis
Supported: Broad channel coverage
Supported: Content planning and scheduling
Supported: Audience targeting
Supported: Content optimization
Supported: Workflow management
Supported: Automated routing and prioritization
Supported: Customer interaction histories
Supported: Bulk actions
Supported: Lead generation
Supported: Content marketing
Channel coverage/integration Features
Supported: Campaign success analytics
Supported: Real-time tracking
Supported: Competitor analysis
Account management Features
Supported: Role-based user permissions & privileges
Sprout Social's support team has always been able to help me with any of my issues, but it's sometimes taken a little longer than preferred. That's the world of social media, however—when there's a problem, you need a solution immediately—not in 30 minutes or an hour. Still, I've been overall really happy with the support.
This is a strength of Sprout's to be sure, both on the automated side (read: knowledgebase) and the human. While I would love to see them be 24/7/365, their wait times are short, their responses are expedited and complete. They email me post-facto to follow up, ensuring I got my issue resolved. In short: kudos.
Sprout has some of the best customer support I’ve experienced. You can call or chat and problems are usually resolved fairly quickly. If a problem is not resolved, they keep you updated on how the problem solving is going
The chat and online resources are great. The managers are too. They go through account reps pretty fast. Also, not a lot of onboarding once a product or service is sold. The ticket request system is terrible, they have too many people switching off roles, they take a long time to get back to you and don't plan on anything being fixed over a weekend - even if you have a problem. Their customer service via tickets is the worst.
Sprout Social's customer support is extremely responsive. They're also always looking for suggestions on how they can make the product better and will actually take your ideas to their team to see if they're worth implementing. I've never had an issue that couldn't be resolved by them in a timely manner.
During the implementation period, several doubts arose regarding how we had to do to be able to link our social networks and start obtaining statistics and managing them from Sprout Social, the process was somewhat confusing, however, the support team was quite attentive during this configuration process and gave us various steps and tips to configure it correctly. The constant help we received from the Sprout Social Support team had no cost, we did not pay for a help package to solve our doubts, everything was answered free of charge and immediately.
Sprout Social's customer support is extremely prompt and always helpful. Not only do they provide quick and useful service, but the representatives follow up multiple times to ensure that the issue is fully address and/or completely resolved. The overall experience is exemplary; very few other companies provide comparable service.
Support is outstanding. They are always responsive. And if they can fix my problem, they do so right away. A couple of my issues have required a little research, but they get back to me within 24 hours for the most part. And if I see something that could be improved, they always pass that along to the development team.
We have a customer success manager who takes time with us every month to discuss new features and help troubleshoot any questions that come up. This has especially come in handy when we are reporting to our executive leadership team and specifically are looking for ways to highlight the success that comes from our efforts. Social media teams have a wealth of knowledge at their fingertips. If there is ever any question about how to best utilize this information, there are case studies and supportive team members to help.
The support is excellent! Every time we need help, we are able to immediately connect with an agent that is ready and willing to work through the issues with us. They are patient, kind, and knowledgeable. There is also a wealth of resources to tap into whenever we need them. We are confident that we can get the support we need when we need it.
I appreciate my time with the platform and the visibility that it provided on data and analytics for social media. As we grew as a team, it simply did not meet our needs, was too costly for the service when other competitors were offering better value, and when we brought issues to support, they would attempt to negotiate, refuse requests, and then ultimately denied us help in the end. Our company spent more than $2500 with Sprout Social. We eventually discovered a $50 issue, and the company was very difficult to work with, and after being asked 4 times and switched to 3 different team members - they denied our request. We hate leaving bad reviews, and maybe we caught them on 4 really bad days. I earnestly hope that they change their policies to be more appreciative of their customers and to reward long tenures with granted requests. My hope for others reading this review is that they would strongly consider other platforms instead of this one.
The customer support is a big reason why I continue to use and love Sprout Social. I also used Sprout while working with a previous employer, so they have been familiar with my name for quite some time now. You always have access to a person 24/7 - whether it be via email, phone, live chat (love it!) or even if you tweet your issue to them. I've tweeted an issue in the past via my personal account and have received a response in 10 minutes or less! Their customer service and support is top-notch.