What do you like best about the product?

I like that all the inboxes are together and can be filtered to your needs. I also like having custom inboxes based on tags I must watch more closely. Seeing different icons highlighted as team members touch and complete is super beneficial within tickets. The learning portal is also great for the team to gain insight into the program.

What do you dislike about the product?

I have set up a PDF with all the feedback the Program needs to prove and work in.

All visuals and feedback can be seen here:
https://docs.google.com/presentation/d/1pUy05JAxEs2--YHjpY7vQU85YGehqiFjhkGZII1Bhoc/edit?usp=sharing

1. Reporting and Data within all deleted items
Within February, our team deleted around 20,000-/+ comments per month within another platform. We also place tags so the marketing and creative team can have feedback on things that are working and not working.
In those deleted items, the social team is still doing their part in their job duties to make sure our community is always cleaned up and to our brand standards.
Without those metrics to have on hand, we are missing a significant portion of our reporting.

2. Tags within Direct Messages: To tag every inbound message causes a ton of room for interpretation, along with inflation of tags on reporting.
Along with that inflation, as the team member is coming into a new thread, there is no way to see ALL of the tags within a DM, for reference.

3. Internal Notes: Notes should be something that benefits the team working within the Smart Inbox, along with not being hard to find. These should be at a glance and readily available
In the HISTORY section, because you have to scroll to find the notes within their other history, these notes can be missed or overlooked.


Automation within CSAT:
We need to figure out a way to automate CSAT to go to all Direct Messages with specific rules that will trigger when there has been no activity within a DM after a certain amount of time or days.
Making this manual skews objective ratings. If I want to, I can send CSAT to only those I know who have had a great experience within our interactions.
In reality, we want the good and bad to make sure we can celebrate those wins and learn from those losses.
Integration within other CSAT providers would also help get this into other social channels.


Chatbot:
I'd love to help build out this function to be more self-serving.
Example: Adding in the function for the customer to add their email into the message, and the chatbot will find the Shopify account, which then finds their Shopify order and can at least give tracking or update the customer on what stage it is currently in.
If the chatbot can not be self-service, at the end of the day, it's just there to gather the information that will end up in the lap of a team member instead of creating a quick, smooth automation.
Is there any way to integrate with Zowie? We have a full self-service chatbot through them

Direct Messages inbound. Video with example
Currently, DMs create a new thread for every reply the customer sends. This requires agents to being required to tag, respond and close out each thread, rather than having the efficiency of executing this in one conversation


Languages Translation:
Can a translation be offered in Sprout Social for outbound, rather than using a 3rd party, which is not as efficient?

What problems is the product solving and how is that benefiting you?

I have not seen any resolution to any problems I have brought to the team. I've requested meetings with the development or product team, which has not been assigned.

What do you like best about the product?

I love that Sprout uses customizable workflows so that I can easily send pieces of content through multiple approval levels on my team.

What do you dislike about the product?

The only downside to Sprout Social that I've experienced is that in order to optimize content between Facebook and Instagram, you have to create two separate posts. But, to me that isn't a big deal.

What problems is the product solving and how is that benefiting you?

Before using Sprout Social, my team and I would need to send each other links or photos of in-progress content to approve it. This took a long time, and Sprout Social solves that with its approval workflows.

What do you like best about the product?

Easily posting, inbox organization, and reporting are awesome. I manage 21 profiles for one company, and Sprout makes this process probably 20x faster.

What do you dislike about the product?

They say they have listening, but you have to pay extra. There's also almost no option for in platform feeds. Twitter and IG hashtags only. I need more Facebook and LinkedIn.

What problems is the product solving and how is that benefiting you?

Sprout makes everything faster for me. I can easily make reports and posts for all of my profiles (21) and directly chat with customers through the organized Inbox.

What do you like best about the product?

I appreciate the analytics available through Sprout, especially for Facebook.

What do you dislike about the product?

Sprout pricing can be a large expense to request from your company when you have more than one person involved in managing multiple accounts.

What problems is the product solving and how is that benefiting you?

Sprout helps pulls stronger analytics for Facebook than I can currently pull directly through Facebook.

What do you like best about the product?

I love that Sprout has so many helpful features for collaborating with team memebers and reporting. It's super customizable for all of your specific business needs.

What do you dislike about the product?

I don't love the visual setup of the calendar. It's the one thing that I preferred in Hootsuite. I especially like that at one glance you could see if a post was targeted.

What problems is the product solving and how is that benefiting you?

Opening the door for better social listening and community management. The ability to leave notes and pin individual comments that come into the Smart Inbox allows our team to better keep track of the various items that require response.

What do you like best about the product?

Sprout provides comprehensive reporting capabilities, which save tons of time and helps generate actionable insights based on data. The publishing options are well-constructed, too. Overall, the platform is user-friendly and the CSM team is super helpful.

What do you dislike about the product?

Smart Inbox response options differ by channel (e.g. Instagram UGC, comments and messages are limited in terms of actions available).

What problems is the product solving and how is that benefiting you?

Sprout provides tons of data at a glance which helps inform our social media strategy insights. The Employee Advocacy integration has hugely benefitted our org since it's been implemented, too.

What do you like best about the product?

Being able to manage multiple platforms from one place. It makes scheduling social posts so much quicker and easier. I love that I can duplicate posts for other platforms and that it also saves the alt text from photos as well! The tagging system is also helpful for analytics.

What do you dislike about the product?

It's annoying that for Twitter I'm unable to create threads using the platform. For longer posts I have to go to Twitter manually, which takes much more time and energy than scheduling posts through the platform. Another issue I have is with the tagging system for Linkedin and Facebook. Sometimes I will type someone's name to be tagged and it simply won't show in the options. The tagging system can be hit or miss, which once again, adds more time for me to edit posts manually.

What problems is the product solving and how is that benefiting you?

Sprout makes managing socials much more organized. I can see everything set to go out in one place, as opposed to having to manually track each time I post something. Being able to visually see everything in one place and not worrying about missing a post on certain platforms is a life saver.

What do you like best about the product?

Many people can view Twitter, Facebook, and the Instagram account at the same time. It's great for scheduling, reviewing, commenting with team members, and creating posts. You can even edit photos (slightly) within Sprout.

What do you dislike about the product?

It's a bit wonky with instagram. In order to post, you have to move to the instagram app. For stories, you may as well post them directly in the instagram app. It's still nice for scheduling and approval.

What problems is the product solving and how is that benefiting you?

Post approvals are seamless in Sprout. I'm able to schedule, view, and edit posts with team members. The collaboration potential is wonderful. We are also able to "duplicate" many posts to multiple platforms.

What do you like best about the product?

Simple to navigate, easy and clear separation of clients, scheduling posts all in one place makes social media distribution a lot easier. Much more convenient than plugging in everything separately.

What do you dislike about the product?

Customer support often can't answer questions. Sprout seems to be slow to add features, like the ability to schedule document posts on LinkedIn or set custom video thumbnails for IG.

What problems is the product solving and how is that benefiting you?

Sprout allows me to schedule most content for most clients all in one place. It is easy to drag scheduled posts to a different date as needed. It is much more streamlined than any of the native platforms.

What do you like best about the product?

Sprout has helped make my job efficient and fun again. With Sprout social, my team is more organized and has a clear social strategy aligned.

What do you dislike about the product?

I cannot name one thing that I dislike about Sprout Social. The features that the platform has is way above all of the other platforms out there.

What problems is the product solving and how is that benefiting you?

Sprout helps me save time, take a deep dive into analytics and see them custom to how I want them, helps with customer service requests and tagging other people on my team, and most importantly scheduling out posts so I don't have to.