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?

The report structure is great... There are a few things, like impression numbers that I don't quite understand but other than that everything is very detailed and easily sharable to clients.

What do you dislike about the product?

My biggest issue is the constant profile disconnects that happens almost weekly with all of our linked accounts. The beauty of the automated posting is that the user doesn't have to hop online to post for their clients during the weekend, yet I'm noticing that I'm doing that almost every week because a profile got discounted.

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

Sprout gives me a platform that allows me to organize all of my client's posts into one centralized place, making it extremely easy to creat content calendars and share them for edits.

What do you like best about the product?

Once you understand the layout of Sprout Social, content management becomes really easy. It's great to see a side-by-side comparison of your draft and how it would appear on the social media platform you're posting on. Additionally, the ability to schedule posts is very useful, as well as have team conversations.

What do you dislike about the product?

There is a bit of a learning curve in my opinion with Sprout Social. It took me a while to figure out the layout, etc. and even still I find myself lost at times. For example, I made a draft of a post one time, saved it as a draft, and couldn't find it under "Drafts" - for some reason, it was under "Needs Approval."

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

It brings everything I need to pay attention to into one place to make it easier to manage - I don't have to run around individual social media platforms drafting content, monitoring individual hashtags, etc.

What do you like best about the product?

It makes it easy to schedule content and see analytics to see how content is performing.

What do you dislike about the product?

Capabilities with Reels and sounds but I know that is coming or more on that in the future.

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

Easily schedule content for clients instead of having to manually post and making analytics easy to see and report on.

What do you like best about the product?

There aren't limited users and it's got some great standard reporting capabilities

What do you dislike about the product?

The reporting was quite limited and posting certain types of content was a struggle

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

It is a good all round tool and helps post and engage with the community.

What do you like best about the product?

- Tagging of content to understand conversation themes and for ease of reporting
- Social listening feature to understand brand convo
- Smart inbox and scheduling overall
- Bitly integration is helpful

What do you dislike about the product?

- There are some strange UI experiences such as needing to edit pending posts after the schedule time is passed and random bugs that feel more common than with other platforms
- Limited integration functionality such as liking Instagram posts which is likely not sprout's fault but wish was clearer in the sales conversations
- Bit of a learning curve with reporting
- Like literally any software, everything seems perfect in sales but when you start using it you will realize that there are limitations which, while expected, is frustrating

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

All-in-one social media monitoring, posting, and engagement. Prior, we were using a few different tools and handling responses to outreach within the platforms themselves. Sprout has completely upleveled this for us and given us one platform to work out of and manage our response team through. It has been a one-stop-shop for us which has been great.

What do you like best about the product?

The inbox feature is really good and we like that you can reply to everything and assign tasks to colleagues.

What do you dislike about the product?

Instagram scheduling sending notifications to a phone - sort it out Sprout!

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

We can manage all our social profiles in one place. And we have a lot!!

What do you like best about the product?

Really valuable data. lots of great insight and it's much more detailed than what I get on the native platforms. I like that all the messages can be kept in one place and it's pretty straightforward to navigate.

What do you dislike about the product?

The mobile interface isn't great when it comes to messaging- which is a primary function of why I would use the app.

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

It keeps everything in one place, and allows us to work as a team to do customer service across platforms.

What do you like best about the product?

Scheduling posts is easy and straightforward.
The dashboard is intuitive to use

What do you dislike about the product?

The analytics component is not robust enough and the numbers do not reconcile correctly to the platforms.

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

Automating the manual process of scheduling and posting.

What do you like best about the product?

The ability to schedule posts ahead of time

What do you dislike about the product?

The need for every photo to be cropped the exact same way in order for the post to look good.

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

The ability to see how we are doing compared to our competitors and the need to schedule posts.