If you are not using Case Management in Sprout for Social Customer Care, START NOW

Hello,

what's the benefit of using these tools?

why nobody answers me?

Hi ​@masoumah.al elaiwi, we just hosted a workshop on Case Management last week. There are a lot of benefits and this workshop goes into several benefits in detail.

I recommend watching the recording here:

This recording is in a customer-only forum, be sure to use your Sprout credentials to log in and view it. 

​@Brooke B. Sellas would love to know what your workflow for this looks like and how big the team is! I’ve been playing around with the idea of seeing if I can get more help with community management and thinking about how to use the case management tool for it. 

Hi! The benefit is if you help with social media customer care, case management is a way to create support tickets (similar to the way you would with traditional customer support) to help quickly resolve the issue and track metrics around closing the loop.

Hey Kate! Every client is different but the main workflow is getting support tickets fired off to internal support for items we (the social media frontline team) cannot solve for (password changes, refunds, servicing, etc.) or to get a hot lead in front of sales if we can’t close the deal on behalf of the brand through social media.