Project Overview

This project focused on enhancing Cases, the customer care experience within Sprout Social, a social media management SaaS platform.

​Sprout Social's ideal customer profiles (ICPs) for Cases are large enterprise organizations with high message volumes on social media. These customers require effective customer care to efficiently address inquiries, complaints, and feedback—key to keeping their own customers satisfied, reducing support costs, and building brand loyalty.

Unfortunately, users frequently describe our Case Management solution as requiring “too many clicks”, making everyday workflows tedious and inefficient.

 Problems

1. A common workflow today involves agents closing a case and adding a tag to indicate the reason. This process can take 6-12 clicks for a simple “No Response Needed” flow—and even more for teams that use multiple tags, which is common.

2. There are increased operational costs on employee resourcing and longer resolution times leading to lower customer satisfaction.

3. This causes Sprout’s Care solution to be less appealing from a competitive standpoint and jeopardizes current Care deals in the pipeline and increases churn risk.

Year

2025

Team

Product Designer (Me)

Product Manager

Engineering Squad

Stats Since Launch

80+ Customers have created

at least 1 Macro

Our Users

Customer care agents address customer inquiries on behalf of the company on social media. Most often teams are comprised of a manager who leads a group of agents, who are focused on responding to inbound inquiries to their brand’s social profiles and review platforms.

Select Screens

Macro Setup: The macros are created in Settings, most often set up by a manager or admin. After they are set up, macros will be populated in the Cases area of the app for agents to use.

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Apply Macro From Open Case: The macros are created in Settings, most often set up by a manager or admin. After they are set up, macros will be populated in the Cases area of the app for agents to use.

Apply Macro From Card: If a user is quickly scanning their messages from the list and identify something that requires a quick action, they can apply a macro straight from the overflow menu.

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Full Width Card: We give the option to users who prefer the non split pane view to easily access Case Macros as well, from the overflow menu.