Case Study: Evernote achieves streamlined, scalable customer care — 80% more customers helped and 18% fewer replies with Sprout Social

How Evernote uses Sprout Social to streamline and scale customer care

Evernote, a global note-taking platform, needed to scale its customer-first support across social channels as social became the primary way users seek help. With hundreds of millions of users and frequent repetitive inquiries, the team faced inconsistent workflows for moving public conversations to private DMs, information overload across platforms, and the challenge of preserving a warm, human brand voice while responding efficiently.

By adopting Sprout Social—using Chatbots and Quick Replies to route inquiries into DMs, a Smart Inbox to unify channels, and Tasks for collaboration—Evernote streamlined workflows and cut back-and-forth. The team saw an 18% decrease in replies per conversation, an 80% increase in people helped on Twitter per week, and 92% of Quick Reply users were new to the feature, enabling faster, more scalable, and more personal customer care.

Evernote

Dorothy Spira

Social Media Specialist