What do you like best about the product?

Scheduling of content is easy to step through and track on the calendar. Reporting is robust with the extension of paid activity from social platform.

What do you dislike about the product?

Some posts require you to post natively on the platform. For example, in Sprout you can't tag individual people for LinkedIn.

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

Holistic overview of content planning and scheduling to see where there are gaps in our content plan specific to each platform we have an owned presence on.

What do you like best about the product?

I have been using Sprout for several years now.

- user-friendly interface (the best on the market)
- loads of good features
- I like the community they are building (however, this doesn't seem to include companies HQ outside of the US
- reporting features have everything I need but often tag report breaks for me

What do you dislike about the product?

I've used Sprout at a few different companies, and over the years their customer support has completely dropped. I have been passed around CSMs and it takes weeks to get a response (if any). I'm paying for the advanced plan and don't have a CSM and can only reach out via direct chat. This is painful when aspects of the reporting function don't work and I need help fixing them.

Having a dedicated customer success manager would be preferable, as it would ensure consistent and personalized support.

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

It solves several headaches by providing an all-in-one platform. Its user-friendly interface and Smart Inbox make it easy to do my job. Plus, the reporting tools help me track performance and update my strategy.

What do you like best about the product?

My previous company used it and so does my current. I love that you can see and respond to all messages in the ease of one platform.

What do you dislike about the product?

Can't tag users on LinkedIn posts. Need to post and then go back and edit via LI.

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

Ease of posting all in one platform.

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.