Case Study: Evernote achieves 80% more customers helped and 18% fewer replies per conversation with Sprout Social’s Twitter Automation

How Evernote uses Sprout Social to streamline and scale customer care

Evernote, the productivity and collaboration platform, runs a dedicated Twitter support handle, @EvernoteHelps, with the stated goal of supporting every user. With a small team of six, the company’s primary challenge was scaling social customer care to achieve near‑100% engagement without slowing response times or sacrificing consistency.

Evernote implemented Sprout Social’s Twitter automation—using a DM‑triggered chatbot with four Quick Reply options routed into Sprout’s Smart Inbox and supported by Group Reports for unique user metrics—so agents receive context before stepping in. The result: an 18% decrease in replies sent per conversation, an 80% increase in customers helped on Twitter per week, and improved ROI tracking (users helped per agent), with 92% of Quick Reply users newly engaging via the feature.

Evernote

Geoff Barry

Support Scaling and Care Tools Manager