Case Study: Grammarly achieves 80% faster response times and more engaging customer care with Sprout Social

How Grammarly delivers engaging customer care with Sprout Social

Grammarly — used by more than 30 million people and 30,000 teams — needed a scalable way to manage social customer support across Twitter, Facebook and Instagram while spanning two time zones and surfacing product and UX insights. The small, 10-person social support team faced challenges around response time, consistent handoffs and turning message volume into actionable intelligence for product and leadership.

By adopting Sprout Social’s Smart Inbox, Brand Keywords, Team Conversations, tagging strategy, Inbox Team Report and Social Listening, Grammarly streamlined workflows, improved cross‑team handoffs and organized feedback for reporting. In under two years their average time to first response fell by more than 80%, coaching and productivity measurement became data-driven, and tagging plus listening surfaced user stories and trends used by product, UX and leadership.

Grammarly

Emma Hanevelt

Social Media Insights Analyst