Social Customer Care

Sprout’s content team recently launched a new monthly series over at our Insights blog: ‘Post Performance Report’, where they’re curating and analyzing recent, stand-out brand social moments and dissecting what makes them so genius. In the first-ever installment of this series, here’s a look at 5 brands (and 1 creator) who are kicking off 2024 strong, including:Independence Village Senior Living’s joy-filled TikTok presence Topicals’ brand trip to Ghana and why it was a creator content goldmine Calvin Klein’s timely new celebrity campaign (can we get a “Yes, chef”?) In February, this series will zoom in on social customer care 🔎. Answer the Community Question below by February 6, 11:59pm CT, for a chance to win one of three packages that include an Arboretum tote, notebook, mug, sticker, pen and power bank, AND be featured on Sprout’s Insights blog! 💫 Chime in below for a chance to win! 🎁 The Promotion begins at 10:00 a.m. Central Time (“CT”) on February 2, 2024, and ends at 11:59 a

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 pro

This event has already taken place; please scroll down to view the recorded footage. Join us tomorrow, Wednesday September 27th and gain valuable insights as True Classic’s Social Community Manager, @tiffany.torbik joins Sprout Social’s @steph.hermanson to share unique ways to elevate your customer care and innovative ways to create a unique brand voice. You'll also walk away with unique strategies to engage with your audience more authentically with practical strategies for immediate implementation, all of which will help drive ultimate brand loyalty.RSVP Now!  About our speakers: If you missed this session live, here’s the recording:Thread your questions for @tiffany.torbik and @steph.hermanson below! 

Hi friends,Managing your reviews online is more important than ever. Learn more about the value and benefits you’ll see through reputation management! Want to read more? Building a better reputation with reviews Social proof: How to use psychology in digital marketing Reputation management: How to stay in good standing with your audience

Join @talissa.beall and @Madison.Masterson tomorrow for Grow Sessions: Building a Brand Community, as they delve into the secrets of creating a thriving brand community that captivates and inspires.In this event we will:Gain a deep understanding of what makes a brand community truly special Discover the remarkable benefits of cultivating a passionate community Explore the techniques for building an engaging brand community Examine the abilities, tactics, and resources needed to build and manage a brand community Find out what makes a brand community manager different from a social media manager And, learn about the key components that make will make your brand community thrive UPDATED:🏆Congratulations to our engagement winner @craig.cordell who won our book and water bottle giveaway!Please keep an eye out for a private message from us so we can get your mailing address.🔴 Did you miss the session? Watch the recording now:

 The growing challenge of balancing quality and speed in customer service as consumer expectations continue to rise.With social media now playing a major role in customer interactions, it's more important than ever to deliver efficient, high-quality service to build a strong brand reputation. The article offers insights on how to achieve this balance and exceed expectations without overloading your team's resources. Metrics to measure customer service efficiencyTo track support efficiency, consider measuring:Average first reply time: The time it takes for your team to send out the first reply to an inbound customer message within business hours. Average reply wait time: How long customers wait in between responses until their issues are resolved. Total received messages: How many total customer messages landed in your inbox. Reply or response rate: The rate that brands respond to messages or comments they receive on a daily basis. Resolution rate: The percentage of customer inquiries t

When it comes to data collection, there are infinite things you can learn about your customers. From basic attributes (like name, email address and demographics) to how they interact with your brand online (engagement, cost per click and conversion metrics). You can track their purchasing behavior (order history, average order value, usage) and source attitudinal data (voice of customer, sentiment and psychographics).Get all the details and the full article here: https://sproutsocial.com/insights/managing-customer-data/

The holiday shopping season is the busiest time for retailers and consumers. With an increased focus on social media usage for e-commerce in the past few years, we expect a considerable increase across the market. From customer care to traffic, businesses should be ready to see 18% more social messages during the holidays according to the newest data from Sprout Social. In this pre-holiday event, we will speak with Sprout Social’s Aubree Smith to discuss some of the newest data, strategies and predictions for brands. The goal of this event is to give our community members tangible ways to prep and provide the data to inform their strategies.Attendees will walk away with: The newest research and data for the 2022 holiday season  Ideas to ramp up strategies and customer care team for holidays Real-world examples of how brands/retailers are prepping for the end of year and the steps to  execute on your campaigns RSVP NOW:  

According to Sprout's listening data, retailers can expect a 18% increase in social media messages this holiday season—yet, brand response rates are on the decline.Although experts expect to see a 7.5% increase in sales in brick-and-mortar stores and ecommerce channels alike, high inflation rates will force consumers to tighten their budgets. Start planning for a more competitive holiday season by developing a foolproof customer care strategy on social.Get the full details of the report: https://sproutsocial.com/insights/holiday-retail-data/  

Exceed your customers’ expectations and deliver responsive, tailored experiences on their communication channel of choice: social media.   

Hello Everyone!I’m excited to announce our course Social Customer Care Bootcamp: How to Build & Measure World-Class Service on Social is now LIVE. Once you’ve completed the course, come back here and let us know what stood out to you.Please share your feedback in the survey at the end of the course, we would love to know your thoughts. Thank you!

“Social customer service” and “social customer care” are often used interchangeably. They aren’t the same, though.Customer service is generally a passive but responsive field. A customer comes to you with a question or issue. You respond. Simple enough, right?Customer care is about proactively meeting your customers’ needs. In terms of social customer care, that means:Having a self-service help center Educating customers about your product via social content Interacting with customers on a consistent basis (even before they make a purchase) Having answers and information on-hand before someone reaches out Offering personalized service that goes beyond automated responsesRead the full article: https://sproutsocial.com/insights/social-customer-care/