Who should agents go to with questions?

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To build an approval process, first identify which agents can be responsible for approving messages. Pair them with newer agents to ensure all replies stay compliant and on brand. As new agents feel more comfortable in their role, they can handle issues without an approver.

Sprout’s Reply Approvals workflow streamlines the process, allowing agents to submit, review and approve responses without interrupting their workflow to boost team efficiency during peak seasons.

You can also create user teams in Sprout to ensure conversations and message comments are fielded to the right people for replies or clarification.

Sprout's interface for creating a new team called "Engineers" with options to add team members and provide a description.


Whether all tough questions go through a single individual or you have point people for specific issues, documenting responsibilities for various topics and ensuring agents know exactly where to direct their questions.

Bonus: Great customer service strategies aren’t built in a vacuum. Use this free russia mobile database social media customer service training deck to align marketing and service teams around a defined set of shared goals.

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To further reduce confusion, use Sprout’s Conversations feature. This centralizes team conversations within the Smart Inbox, so questions can be answered without extra emails or direct messages back and forth.

8. Capture feedback and performance metrics in real-time to constantly improve
To refine your holiday customer service strategy, you must be able to capture real-time feedback and performance metrics to make continuous improvements. Externally, customer feedback surveys are critical to seeing the big picture of how people feel about their service.

Add surveys directly on social platforms like Instagram to capture feedback where customers are most engaged. Using Sprout, it’s easy to configure and implement surveys that measure Customer Satisfaction Score and Net Promoter Score on Instagram, Facebook and X—three major platforms for customer engagement—to gain insight into customer loyalty and satisfaction levels.