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Former Community Manager
October 26, 2023
giveaway

Community Question: Customer Care Insights

  • October 26, 2023
  • 22 replies
  • 382 views
Community Question: Customer Care Insights

It’s time for a giveaway and we would love to hear your thoughts! Answer below question for a chance win Arboretum Swag package! Submit your answer to the below question by Monday, October 30th at 11:59pm.

How do you currently share insights from social with other teams?

*The Promotion begins at 11:30 a.m. Central Time (“CT”) on 26 October 2023 and ends at 11:59 p.m. CT on 30 October 2023. To participate in the promotion, answer and reply to the outline discussion questions. No purchase necessary. There will be a total of 5 prizes awarded. Each prize will consist of a Moleskine Large Journal, tote bag, echo waterbottle, eos chapstick, branded power charge and Arboretum sticker. Limited to those 21 years or older. Open to legal residents of the United States (with the exception of Hawaii), the District of Columbia (“D.C.”), Puerto Rico, Guam, American Samoa, and the U.S. Virgin Islands. Information provided to Sprout Social, Inc. is subject to our privacy policy. For details, see this promotion’s complete official rules which govern this promotion. Sprout Social, Inc. address: 131 S Dearborn St Ste 700, Chicago, IL 60603.

 

    22 replies

    Seedling
    October 26, 2023

    Looking forward to this one!

    Seedling
    October 26, 2023

    We share in a monthly Voice of the Customer meeting with our Company and through a slack channel called #greatreviews

    Seedling
    October 26, 2023

    I share the post performance report with my team members to show the engagement.  I mainly do this to show them that social makes an impact to the business.  We are a b2b business any engagement on social is worth sharing!

    Seedling
    October 26, 2023

    We currently share monthly reports from Sprout with our key leaders across the enterprise! We include key insights and learnings in those emails as well.

    Courtney H.
    alyssa.greve
    Seedling
    October 26, 2023

    We build a monthly social report that highlights community conversations, top content, brand mentions, earned media & UGC, as well as sentiment. We also meet quarterly with our customer service team to talk about social cases specifically. 

    Tagged Tendril
    October 26, 2023

    Listening reports that highlight top mentions and sentiment of our brand! 

    Seedling
    October 26, 2023

    It depends on the team I’m sharing with. I pull monthly insights with high level stats and highlight high & low performing content to share with my director, SVP and CMO. I pull data specific to campaigns, regions, events, etc. for teams that need to report up on specific social media performance. I usually create a few powerpoints, as well as sharing excel and PDF files pulled directly from Sprout depending on the recipient.

    Tagged Tendril
    October 26, 2023

    I utilize the profile and post performance reports to share with my boss and our local teams.

    Seedling
    October 26, 2023

    How do you currently share insights from social with other teams?

     

    It’s very important that the social team shares information with our teams in the company. The most efficient ways we share this information is through the following:

    1. Meetings/Workshops - These times to collaborate are used to share data, discuss trends and brainstorm strategies. They also help to ensure these insights are understood and actioned.
    2. Email Summaries - Not everyone has the time to attend a meeting, so sending relevant emails to team members is a great way for people to digest insights on their time.
    3. Collaborative Doc Sharing - This is done through the Google Suite. Async communication has been a great way to communicate information across teams. Team members are able to access these docs and also have the ability to edit, comment and share.
    4. Feedback Loops - This ensures that social insights are used to inform content creation, product development, and customer care strategies.
    5. Training/Education - Using our internal learning tool to create lessons for team members to take on their time to become more familiar with social analytics/insights.

    Thank you for the opportunity to share this!  

    Tagged Tendril
    October 26, 2023

    Great question! In our field, the feedback that is often most valuable is feedback on our eBikes - what works well and doesn’t work well for a rider that uses it daily. This feedback is valuable because it is something that can’t be tested in a lab! This feedback is best gathered in Sprout by using Tags. We can tag comments and feedback as we go, and when the time comes to provide feedback, we can get the descriptive feedback from each tag to share ideas and comments from customers in the field!