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chris.kuzara
chris.kuzara
Tagged Tendril
August 28, 2026

Social Media Customer Service

  • August 28, 2026
  • 3 replies
  • 19 views

“You can do that through social?!?”

I can't count the number of times I've heard this during my career in Social Media Customer Care. My answer is always the same: Not only can we provide top-tier technical support on social, but we do it better by meeting customers exactly where they are.

I see too many brands pushing customers “offline,” creating a splintered experience. When you combine Sprout’s Case Management feature with Custom & Case Management Reports, you can do just as much, if not more, without ever leaving the platform.

Getting off my soapbox now 🤣 I’d love to hear from this group—are you keeping your customer care 100% on social, or do you still find yourselves having to move people to other platforms? 

    3 replies

    Max Pete
    Community Manager
    Max Pete
    Community Manager
    August 28, 2026

    Thank you for bringing this up, Chris! I wanted to tag some other social care experts who can possibly weigh in too!

    ​@ellydeutchmoody, ​@patrick.jervis, ​@marcos.yauner, ​@alexandra_walsh, and ​@jess.dillon 

    Marketing Manager, Community Programs
      P
      patrick.jervis
      Seedling
      August 28, 2026

      We get most questions or interest in our comments. We usually try to get their person to send them a DM or ask them to DM us so we can get the specifics. We do our best to answer the question. Also, if they are reaching out about more information about specific details about a program then we ask for their email and full name so we can have some reach out to them and enter them in our CRM, with their consent of course.  

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