Bring tiered service into your customer care strategy with Sprout

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Now that your team is good to go, it’s time to get case routing squared away. If you want, you can route Cases from directly within the Smart Inbox. However, if you’re dealing with a high volume of inbound messages, Sprout’s AI-powered Case Management solution would be a better choice.

Users with Administrative permissions can set up rules croatia b2b leads that automate case creation and routing by setting up Automated Rules under Global Features under Settings.

The "Create New Rule" dialogue box in the Sprout Social platform. The tool uses if/then logic to determine how cases should be routed and to which teams.
You can then set up Case Views by Tier, so that your team members only see cases that match their customer service tiers. Add custom views by going to Cases and selecting + Create New under Custom Views.

The Sprout Social platform with the Cases tab open. There's an arrow pointed toward the "Create New" button under "Custom Fields" section of the sidebar navigation.
Set up Ordered Rules to ensure each Case reviews against one rule at a time, in the order you specify, so Cases are automatically routed to the appropriate tier without any overlap. Once a message matches a rule within the Ordered Rules section, no other ordered rules will run, ensuring the system routes your messages appropriately.

Your customers deserve the same time and attention across all customer service channels. Boost confidence by easing collaboration between marketing and care with the right tools—like Social Customer Care by Sprout Social or our advanced integration with Salesforce Service Cloud. With Sprout, you can finally optimize your social customer care workflows and integrate them effectively with the rest of your customer service operations.