This made it easy for the team to pinpoint peak hours and adjust its staffing accordingly.
Meanwhile, the Engagement Report highlighted response time and rate by date and time. Sprout’s Sent Messages Report highlighted the responses that perform best for and gave the support team an idea of what type of questions were critical to respond to. Sprout allows us to build a better product by hearing and engaging from our users and better supporting them. Sprout’s Smart Inbox and team collaboration tools helped Trello’s team of five customer service agents surpass its initial goals within three months.
Today 90% of people are using social to interact with brands. In three months, Sprout’s Smart Inbox and collaboration tools helped the team improve its response rate by 16%, answer more than 2,000 social customer service inquiries and reply to 97% of customer service Tweets within 24 hours.
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The team selected Sprout Social to implement its revised efforts because they wanted software that shared Trello’s values and could adequately power a cross-functional social customer care strategy. Still stumped? Email us at support trello. Got questions? Tweet at us here or check out.