Case Study: Trello achieves 97% 24-hour Twitter reply rate with Sprout Social Influencer Marketing

Using Sprout Social for Influencer Marketing Campaigns

Trello, a global leader in project management software, faced an incohesive Twitter presence where support replies were crowding its main @Trello feed and risking new followers and leads. To separate marketing and customer care, Trello launched @TrelloSupport and selected Sprout Social Influencer Marketing—using its Smart Inbox, Brand Keywords and team collaboration tools—to power a cross‑functional social customer care strategy.

Using Sprout Social Influencer Marketing’s Smart Inbox, reporting and collaboration features, Trello routed inquiries to @TrelloSupport and improved its response rate by 16%, sent 2,000+ replies in three months and replied to 97% of customer Tweets within 24 hours; the program also delivered 100+ URL click‑throughs per month, increased engagement and provided analytics that informed staffing and product decisions. Sprout Social Influencer Marketing’s tools let Trello meet its timeliness and efficiency goals while solidifying its position as a leader in productivity solutions.

Trello

Brian Cervino

Product Marketing Manager