Technology companies create new social initiative


Twitter and Sprout are working together to further technology solutions for social customer service after first forming a partnership in 2012.   Courtesy of dcls.org

Twitter and Sprout are working together to further technology solutions for social customer service after first forming a partnership in 2012.

Sprout Social has been a strategic partner in the Twitter Certified Program for the last three years and, more recently, deepened its partnership through selection into the Twitter Official Partner Program.

"We want to make it easier than ever before for brands to provide top-notch customer service on Twitter," Chris Moody, vice president of Data Strategy at Twitter, said. "We are excited to work alongside Sprout Social to help consumers and brands have a better customer service experience on Twitter."

People increasingly turn to Twitter to ask for help, make buying decisions, lodge complaints and engage in an ongoing dialogue with brands. Through this latest partnership, Sprout now has first access to new data—both historical and real-time—that joins with Sprout's existing social care tools, including conversation history, tasking and workflow, help desk and CRM integrations, unified inbox and several reports focused on responsiveness and care-related metrics.

"Twitter is a highly efficient communication channel that enables teams to not only answer service-related questions but also to build lasting, value-driven relationships," Justyn Howard, CEO of Sprout Social, said. "Managing social customer service conversations effectively requires centralized communication, consolidated tools and contextual information."

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