Case Study: Trello achieves 97% Twitter response rate within 24 hours with Sprout Social

Trello Relies on Sprout Social to Reply to 97% of Tweets Within 24 Hours

Trello, a global leader in project-management software, discovered its main Twitter profile was mixing support replies with promotional content, which made marketing messages hard to find on mobile and risked losing followers and sales leads. The company needed a way to separate customer service conversations from brand communications and better coordinate cross-functional social efforts.

Trello launched a dedicated support handle, @TrelloSupport, and adopted Sprout Social’s Smart Inbox, collaboration and reporting tools to onboard support into the social workflow. In three months the team improved its response rate by 16%, sent 2,000+ support replies, answered 97% of Tweets within 24 hours and drove 100+ URL click-throughs per month, while boosting overall engagement and operational visibility.

Trello

Emily Chapman

Trello