Case Study: MeUndies achieves 19-minute Instagram response times and streamlined social customer care with Sprout Social

How MeUndies weaves customer care into the fabric of their brand

MeUndies, a direct-to-consumer underwear and loungewear brand built on comfort and self‑expression, relies heavily on Instagram for sales and support. The team faced over 12,000 inbound Instagram messages, mentions and comments in two months (24% as DMs) and had a one‑hour response goal, but native DM workflows forced manual logging, risked duplicate replies, lacked timestamps and made performance metrics difficult to track.

By adopting Sprout Social’s Instagram messaging features—Smart Inbox, unified DMs, collision detection, task assignment and message tagging—MeUndies centralized conversations, automated reporting and improved agent collaboration. With that workflow in place, a team of three agents plus a coordinator maintained a 19‑minute average time to first reply across the 12,000+ messages, while tagging and reports gave leadership visibility and preserved a personalized, on‑brand customer experience.

MeUndies

TK Lynch

Social Media Support Coordinator