Centralized support has boosted response times and improved partner satisfaction
What is our primary use case?
Sprout Social is used to receive tickets and support our customers. We receive tickets, emails, and queries on specific issues related to the services we provide, and we respond through this platform.
We use Sprout Social for escalations, as our L1 agents escalate tickets through it. We also use it for data analysis, where we are able to pull reports from Sprout Social and analyze the data to make informed decisions.
Sprout Social has the capacity to gather all queries we receive across our different channels. We receive queries via email, social media networks, Instagram, LinkedIn, and Facebook, and Sprout Social allows us to centralize all of them into one location for our agents.
What is most valuable?
The best feature is the reporting. The reports we receive from Sprout Social are clean; we do not have to go further to clean the data, and they come in a way that we can quickly analyze them with an AI tool that analyzes the data quickly and tells us what to do for specific reasons.
We have been able to track our SLA and our full-time resolution, which positively impacts our ability to quickly get back to our partners and provide solutions in a timely manner, improving their loyalty.
We have seen that the satisfaction time has increased since using Sprout Social.
What needs improvement?
Sprout Social could be improved with a quality assurance tool, where AI analyzes and assesses agent performance on responses to partners, which would maximize time for us as senior partners to check if agents are doing their job well.
For how long have I used the solution?
I have been using Sprout Social for more than two years.
What do I think about the stability of the solution?
Sprout Social is stable; we are not experiencing downtime or bugs, and the app is fully working at 100 percent performance.
What do I think about the scalability of the solution?
Scalability rates a four out of five because Sprout Social is very scalable.
How are customer service and support?
The customer support is great, and I give it a nine out of ten.
Which solution did I use previously and why did I switch?
We were using Intercom, which was also a great app, but the management decided to switch to Sprout Social, and I can say they have made the best decision because Sprout Social is more complete.
How was the initial setup?
The setup is very easy and very intuitive and easy to use, even for new agents who do not have skills in customer support. I would tell anyone to go straight to using the app.
What was our ROI?
I would focus on both time saved and improved productivity because, based on those metrics and the feedback we are having from our partners, I can confidently confirm that there is a good return on investment.
What other advice do I have?
Sprout Social is the best; it is very good, actually, because I have used Intercom and Zendesk, but when I look at the different software I have used as a customer service agent, I would go for Sprout Social as it is more complete and easy to navigate.
I was not part of the process of choosing Sprout Social, as this was a management decision, and the experience I am sharing is based on what I have learned using Sprout Social and the former app.
Sprout Social is a good app, and I highly recommend it. I give this review a rating of nine out of ten.
Easy to Use but Too Expensive
What do you like best about the product?
I liked the ease of managing the platform with Sprout Social. It was a pretty easy interface, which made it simple to scroll through. Even with some scheduling issues, the platform was mostly very good. The ease of use was particularly valuable for our team because it allowed us to delegate responsibilities to younger volunteers who could easily navigate the interface.
What do you dislike about the product?
I think Sprout Social is very pricey, way too expensive for our budget. For the benefits it offered compared to other programs like Meta Business, the return on investment was not there for us. We also had troubles with planning and scheduling content; it just wasn't giving us what we needed and what we were looking for in a platform.
What problems is the product solving and how is that benefiting you?
I use Sprout Social for scheduling content, making videos, responding to DMs, and tracking engagement. It's easy to navigate, which helps delegate tasks to younger team members. However, it's pricey, and scheduling features aren't meeting our needs.
Centralized social monitoring has unified our branding and drives data-driven engagement decisions
What is our primary use case?
Sprout Social serves as a central monitoring tool for all social media accounts in my organization, which ensures consistent branding and communications. It is essential for managing multiple accounts from one platform, allowing us to maintain a unified brand voice across various channels.
Sprout Social is a great tool, especially for our marketing department efforts by expanding advertising capabilities and enabling simultaneous content publishing.
I can give you a specific example of how I have used Sprout Social for central monitoring and unified branding: we use Sprout Social to post to all of our channels, maintaining a detailed calendar to deliver our input. We also monitor the performance of content both on a local and national level. It helps us to run a comparison on competitors, combined with social listening, as well as reporting on all of our channels as a whole.
What is most valuable?
The best features Sprout Social offers include the compose tool for social posts, reporting and analytics, and content management.
What I appreciate most about the compose tool and the reporting and analytics features is that it helps to track engagements and other analytics and track social campaigns so that we are able to make data-driven decisions easily.
I would add that social listening and explaining the spikes and the drops, a friendly user interface and easy to understand, great customer care integration, and statistics for organic social are also important features.
Sprout Social has positively impacted my organization by saving time and increasing engagement.
We have definitely streamlined our output and allowed us to access metrics, content performance, and engagement all within a few clicks, which improved our productivity in my organization by 20%.
What needs improvement?
Sprout Social can be improved because the user experience of having hundreds of channels to navigate can be quite fiddly, especially when trying to bulk post.
I would appreciate improvement on the ability to find and analyze content from competitors.
For how long have I used the solution?
I have been using Sprout Social for the same amount of time.
What do I think about the stability of the solution?
Sprout Social is very stable; I have not experienced any lagging or downtime.
What do I think about the scalability of the solution?
Sprout Social has very high scalability and handles my organization's growth well.
How are customer service and support?
Customer support is very responsive and proactive.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I previously used UnitiQ before choosing Sprout Social.
What was our ROI?
We have seen a return on investment as we have been able to save time and increase understanding of our impact on social media.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing is that Sprout Social delivers good value for the price, making it very cost-effective.
Which other solutions did I evaluate?
Before choosing Sprout Social, I evaluated other options such as
Contentful.
What other advice do I have?
My advice to others looking into using Sprout Social is that it has a very user-friendly interface that is helpful. It is a great, in-depth tool for analyzing social data and turning that data into actionable insights, which helps to make data-driven decisions easily.
Sprout Social has saved us a lot of time, provided the convenience of a single login to multiple socials, and requires less time for training, making it very easy to use and start using it. I would rate this product a 9 out of 10.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Extremely Easy Reporting and Calendar Publishing
What do you like best about the product?
the reporting and calendar publishing are extremely easy to use
What do you dislike about the product?
manually having to post to tiktok and wish there were more influencer items included in the Advance Plan, not a separate service
What problems is the product solving and how is that benefiting you?
reporting, reporting, analytics, performance
Centralized analytics have improved how our team tracks and reports cross‑channel content performance
What is our primary use case?
My main use case for Sprout Social is to utilize its user-friendly dashboard and clear visual reports, which allows us to analyze performance based on topics, campaigns, and individual accounts, helping us understand what type of content performs best across different platforms. The main cases are to analyze the paid performance and organic performance.
Using Sprout Social for one of our UAE clients helps us track engagement across multiple social media platforms such as Facebook, Instagram, Twitter, YouTube, and LinkedIn. Sprout Social provides detailed insights into followers, profile performance, and post-level analytics, including both organic and paid-related posts, so based on this post, we give insights on highest-performance posts or even low-performance posts to clients. This helps them analyze the post and user engagement, so for this purpose, we are using Sprout Social.
I have the intention to add more details about my use case.
What is most valuable?
Sprout Social's best features are the comprehensive tools we can utilize for performance tracking. It is built around reporting and analytics.
One of the biggest advantages of Sprout Social is its user-friendly dashboard and clear visual reports, which make it easy to interpret data and present insights to clients. It also offers strong reporting and analytics capabilities, helping us identify trends, audience behavior, and engagement patterns over time. We have integrated Sprout Social with BigQuery through a third-party application using Google Cloud Platform, the GCP, to perform the necessary integration to process and store the data, which we then use to build and visualize insights for BI dashboards.
What needs improvement?
As of now, I have been using Sprout Social for almost two years, but there are some glitches in the back-end; sometimes the posts are not integrated or do not come with the proper details, proper dates, or proper content. There are some back-end glitches that should be improved, but apart from that, everything is fine.
I chose a rating of eight out of ten because, if you see it in the market, comparing with other tools Sprout Social, there are more improved applications. There is no live integrity between accounts and Sprout Social platform, and we cannot use it directly from Sprout Social platform to connect with any cloud databases; we need a third-party application to integrate with Sprout Social, while other platforms such as DataBricks easily connect with social platforms directly into the clouds.
For how long have I used the solution?
I am using Sprout Social for the last two years.
What do I think about the stability of the solution?
In my experience, there is downtime with Sprout Social, but we rarely encounter issues, and they happen only on some occasions.
What do I think about the scalability of the solution?
Sprout Social is scalable and can handle growing amounts of data and more users easily because it has direct connectivity between platforms to Sprout Social, allowing for easy interaction with more data.
How are customer service and support?
I had an awesome experience with Sprout Social's customer support; they take time based on their availability and work closely with the issues to provide solutions, so it has been a very good experience.
Which solution did I use previously and why did I switch?
I have not used any other solution before Sprout Social.
What was our ROI?
We regularly use Sprout Social platform and save every day two hours for rectifying the post performance.
What's my experience with pricing, setup cost, and licensing?
I am not aware of the pricing, setup costs, and licensing for Sprout Social because this is handled by the client, who gives us access and we work for them.
To be frank, its cost is more because the client said they cannot provide more than one licensed version of Sprout Social, so we can use it for three or four employees based on our own user credentials since its cost is very high. It also helps us save time by allowing us to check the numbers and everything based on the performance of digital marketing.
Which other solutions did I evaluate?
Before choosing Sprout Social, we evaluated other options for different locations and projects, with people using Funnel exports, which easily connect with GCP, allowing us to see all the social platforms and search platforms.
What other advice do I have?
My advice to others looking into using Sprout Social is that they can use it easily since it is user-friendly and has no complex user interface; they can create or customize based on the metrics and dimensions. I gave this review a rating of eight out of ten.
Accurate Long-Range Performance Insights, but the Layout Can Feel Bloated
What do you like best about the product?
The ability to view past performance on large date ranges of posts is crucial. The data is accurate, the process is clean, and it's probably the most used tool for me within' Sprout.
What do you dislike about the product?
The layout feels a little bloated at times. I have to remember where things are (Ex. if it's under listening, reporting, etc.) and it feels like a lot of extra process/tools that may be unnecessary for me personally. The calendar could use some work. It's hard to go into detail as to why it bothers me, but it simply isn't as clean and streamlined as using google calendar. I switched over to Sprout and had too many issues so I reverted back to using G Cal for plotting my posts and then posting through Sprout when it was time to schedule. The differentiation between scheduling a post and using the notes feature is what bothered me. In google calendar, I can have one clean block of text that I can color code, which signifies whatever post I'm putting up that day. It's clean, visually easy to track. I did not find the same with Sprout.
What problems is the product solving and how is that benefiting you?
Using Sprout as a search tool for new influencers has been moderately helpful. I imagine as time goes on it can be more helpful. As previously mentioned, accessing data quickly and accurately is also helpful.
Unified Inbox and DM Automation Make Sprout Social a Real-Time Productivity Boost
What do you like best about the product?
For me, I really love the unified inbox. I am able to view all of the messages, comments, mentions from Facebook, Instagram, TikTok, LinkedIn, etc. All in real-time, in one spot, so I do not have to switch tabs back and forth. Even though I am currently on the couch, I was able to clear my entire inbox without having to open one single application. I also really love the automation of DMs, because it does handle a lot of the repetitive, FAQ-based messaging I send out, without needing me to babysit it. Honestly, I was very impressed with the social listening feature as well.
What do you dislike about the product?
Honestly, at this point, I have had zero issues with Sprout Social. However, I would also say that task management is getting close to being a viable replacement for a project management tool; however, it is lacking some key features such as deadline columns and status fields, which would be wonderful if they were to add them. At this point, I do not see anything that would cause me to leave Sprout Social, but I did feel obligated to mention these issues. Minor complaints.
What problems is the product solving and how is that benefiting you?
Prior to using Sprout Social, I was using around 5-6 separate applications for tasks including scheduling, listening, an email inbox management tool, etc. Sprout Social has essentially combined most of those applications into one. The DM automation alone saves me approximately an hour a day from copy/pasting the same reply to the same question repeatedly. For any user who manages multiple clients or accounts, Sprout Social effectively replaces an entire suite of applications you would normally be paying for individually, which adds up quickly.
Sprout Social: Intuitive and Collaborative Social Management
What do you like best about the product?
I like how easy Sprout Social is to use. We use it for scheduling posts and customer service, and it allows us to work collaboratively as there are two of us managing social. It lets us see what our grid will look like and has easy-to-read data and analytics. We love the ability to have prompted replies to customers. We actually love all the features and wanted a platform that was easier to manage all the DMs in one place. The initial setup was very easy since I had used Sprout Social previously.
What do you dislike about the product?
We love all the features. There are some issues when paid ads getting turned off and we aren't able to reply, but it seems more like a Meta issue.
What problems is the product solving and how is that benefiting you?
I use Sprout Social for scheduling posts and customer service, allowing collaborative work and easy access to analytics. It simplifies managing DMs in one place and offers user-friendliness with the ability to see grid previews.
Easy, Streamlined Social Media Management and Brand Integrity Control
What do you like best about the product?
It is such an easy way to streamline the whole workflow of social media management and digital brand integrity control. It is easy to understand and use without extensive training so you can get started right away and build out more advanced features as you have capacity. We use this platform every day and it is a great tool. I love that it gives you the optimal times of day to post based on your platform and audience as well.
What do you dislike about the product?
There are a few features that are a little lacking, like being able to react to posts on Instagram from within the platform rather than having to go directly to the instagram profile itself. There have also been a few incidents where posts didn't get sent out without warning. One in particular was an outage.
What problems is the product solving and how is that benefiting you?
Streamlining communications and providing easy control for editing, reviewing and post approval.
Data meets social - My take on sprout social through strategic lens
What do you like best about the product?
For my role, actionable insights are everything and sprout social takes cares of it very well. The user experience stands out for me. The application is very efficient and intuitive. The interface feels thoughtfully designed for real business workflows to review performance tags, digging sharp into analytics. social media moves quickly, so having access to clean organized data with the ability to drill down into whats actually driving the end results is very valuable. sprout social platform gives me that depth of such analytics i look forward for my work. My jop is to connect insights into strategy, so i can appreciate sprout social the most.
What do you dislike about the product?
The platform provides limited competitor insights without add-ons.
What problems is the product solving and how is that benefiting you?
Cross functional collaboration is one key aspect which is essential for social media management. Sprout social is acting like a super star in that very aspect. My content teams can plan and schedule, community managers can respond and monitor conversations and i can track performance all without stepping on each other's workflows. It feels like the platform is built to reduce even slight friction between roles and help everyone stay aligned.
