Sprout Social ’ Twitter Are Working Together to Enhance the Social Conversation

Open communication between brands and people creates progress. Nowhere is this more critical than when a person reaches out with a customer service inquiry or issue on Twitter (rebranded as 'X') which has rapidly become one of the best places for people to talk to businesses. Sprout has recognized this by enabling brands to reply to consumers in a timely and effective manner through a suite of collaborative engagement and response management tools.

Today, alongside Twitter, we’re announcing plans for two exciting Direct Message features that help agents solve customer service issues in a more timely manner. These new features use a combination of simple automation and human service. Specifically, welcome messages and quick replies will help brands streamline their customer service inquiries and provide customers with efficient and informed responses.

Sprout is currently working collaboratively with Evernote, a leading platform to capture, nurture and share ideas, to implement these tools and discover new, innovative ways to increase productivity for their team.

As Twitter notes, “These features are designed to help businesses create rich, responsive, full-service experiences that directly advance the work of customer service teams and open up new possibilities for how people engage with businesses on Twitter.”

Enhanced Automation in Action With Evernote

Welcome messages and quick replies create efficiencies for the agents behind the @evernotehelps support handle. In turn, Evernote’s service agents can better serve their user base.

The automated welcome message proactively greets anyone reaching out to the @evernotehelps handle via Direct Message and asks a simple, predetermined question: “What brings you to @evernotehelps today?”

Delivered in conjunction with the welcome message, four quick reply options enable the Evernote user to simply tap a button and let the agent know the nature of their issue or inquiry.

Paramount to the entire experience is the transparency that the Evernote user is interacting with an automated message. Careful wording demonstrates this and sets the clear expectation that a human agent will step in shortly to ensure proper customer care.

Automating this initial interaction guides the Evernote user to share the information needed without requiring a human to ask for it. It also eliminates a repetitive process for the Evernote agents which leads to a quicker and more informed resolution. When the agent steps into the conversation via Sprout’s Smart Inbox, they already have the context they need to begin addressing the customer’s needs.