Sprout Social Efficient For High Interaction
Overall Satisfaction
Pros
- Tracking overall conversations.
- Allowing for conversation filtering throughout social networks.
- Allowing employees relevant to the social media conversation within the company to communicate.
Cons
- A more comprehensive analytical view of the conversation.
- Though I did not specifically work in the customer service portion of social listening for the company, I saw a huge positive impact on how the online customer service reps were able to address problems quickly and efficiently.
- I saw a positive impact on employee transparency as well, since every employee involved in the social media part of the company has their own Sprout Social ID (whether corporate or customer service) it is easy to communicate with one another regarding the overall picture at that moment.
- It also made working on group tasks easier, such as deciding a winner for a Twitter contest, etc. Using the ping feature where you could favorite a certain tweet and send it to another employee on the network saved both time and hassle.
Comments
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