Siegel selected these KPIs based on data available in Sprout through reporting.
Posted: Sun Feb 16, 2025 3:54 am
Siegel says proving ROI is a primary focus, and she uses our platform to help her set goals and craft social strategy. Sprout makes reporting and understanding performance more efficient and digestible.
“Sprout helps me set KPIs and discover goals that are attainable and data-supported,” she says.
She uses Sprout to guide and define her team’s three main KPIs: cash app data average first reply time, response rate and increasing “Brand Love,” which refers to the engagement rate on positive brand interactions. Brand Love is also the social team’s primary OKR.
She uses Atlassian team collaboration software like Jira and Confluence in conjunction with Sprout’s reporting features to share her team’s successes. On a weekly basis, Loren provides updates on her Jira tickets to keep leadership and stakeholders informed on how the team is performing toward its goals. Along with weekly updates, Siegel uses Confluence to collaborate with her team for their monthly business review. Finally, each quarter Loren publishes a quarterly health report in Confluence using data from Sprout to share across the organization.
“The quarterly health report goes into more detail about the tactics that we used throughout the quarter to reach our goals. In Sprout, I find examples of successful moments that helped us achieve our goals. It’s been a nice way to show what my team has accomplished and what we’re thinking about for the future,” she says.
Siegel says her team was originally—and still is at its core—a social customer care team. She explains one of Atlassian’s values is “Don’t f*** the customer,” and that’s always at the heart of everything they do, especially when it comes to customer care.
“Sprout helps me set KPIs and discover goals that are attainable and data-supported,” she says.
She uses Sprout to guide and define her team’s three main KPIs: cash app data average first reply time, response rate and increasing “Brand Love,” which refers to the engagement rate on positive brand interactions. Brand Love is also the social team’s primary OKR.
She uses Atlassian team collaboration software like Jira and Confluence in conjunction with Sprout’s reporting features to share her team’s successes. On a weekly basis, Loren provides updates on her Jira tickets to keep leadership and stakeholders informed on how the team is performing toward its goals. Along with weekly updates, Siegel uses Confluence to collaborate with her team for their monthly business review. Finally, each quarter Loren publishes a quarterly health report in Confluence using data from Sprout to share across the organization.
“The quarterly health report goes into more detail about the tactics that we used throughout the quarter to reach our goals. In Sprout, I find examples of successful moments that helped us achieve our goals. It’s been a nice way to show what my team has accomplished and what we’re thinking about for the future,” she says.
Siegel says her team was originally—and still is at its core—a social customer care team. She explains one of Atlassian’s values is “Don’t f*** the customer,” and that’s always at the heart of everything they do, especially when it comes to customer care.