Item: Sprout Social
Rating: 4
Author: Rachel Jensen

Overall Satisfaction with Sprout Social

Use Cases and Deployment Scope

We use sprout social to monitor our Facebook and Twitter profiles, ensuring all inquiries from customers are reviewed and answered in a timely manner.

Pros and Cons

Pros

Easy to learn
Nice visual breakdown
Easy to assign different users and assign tasks

Cons

Analytics reports are often wrong, not able to reliably use them. Demographic data for followers/fans usually differs from other sources
Wish they supported more modules like LinkedIn, Instagram, etc.
Difficult to separate out comments from Twitter and LinkedIn
Wish it had more benchmarking data with others in the industry.

Return on Investment

Better customer service
Easy to get a quick overview of general conversation surrounding our brand.
Easy to schedule posts for both Twitter and Facebook with built-in link shortening.

Alternatives Considered

They are good for different things. HootSuite is more of a listening device, whereas Sprout Social helps more with customer service and real-time interaction in my opinion.

Users and Roles

2 - Both the digital marketing manager, and digital marketing coordinator use this product on a daily basis.

Likelihood to Recommend

If the business is primarily concerned with their social media presence as a customer service portal, or they have a very active community and need to monitor responses in real-time.

Using Sprout Social

Support Headcount Required

2 - Requires a general knowledge of social media platforms, digital analytics, link shortening, scheduling, etc. It's very easy to learn to use.

Likelihood to Renew

Quite expensive for two users - would be unwilling to renew since analytics reports are so often incorrect. I will be looking for another option.

Comments

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Misses the Mark for analytics

Software Version