Case Study: Solo Stove achieves 100% Instagram message action rate and faster, personalized social customer care with Sprout Social

How Solo Stove creates great customer care moments on social

Solo Stove, maker of popular outdoor fire pits and stoves with 224,000+ Instagram followers, faced a customer service crisis during the 2020 holiday season when supply‑chain delays flooded support channels. A nine‑person team was overwhelmed as many customers turned to social media—Instagram alone generates over 1,000 mentions per day and accounts for 25% of Solo Stove’s private messages—prompting the company to rethink its social care strategy.

Community Manager Katelin Keeling built a focused social care operation, expanding to a dedicated team using Sprout Social’s Smart Inbox and Instagram DMs integration. Automated Inbox Views and routing (troll, customer support and non‑urgent queues) streamlined workflows and ensured no message was missed. The result: a 100% action rate on Instagram Messages (July–Oct 2021), a 24% increase in positive social sentiment, faster personalized support that boosts retention, and stronger word‑of‑mouth for a business where referrals drive 60% of sales.

Solo Stove

Katelin Keeling

Community Manager