Most brands publish to social. Few learn from it.
Reach, likes and follower counts describe the channel, not the customer. Meanwhile the same audience is stating, unprompted, what frustrates them, which competitor they are comparing you to, and which feature they wish existed. Without a listening practice that reads themes rather than counts posts, that evidence never reaches the people making product, service and campaign decisions.
Listening reaches every channel your customers use.
What each part looks like in use.
Core features come as standard. Premium and additional products switch on when you need them.
One inbox, answered in the right order.
Instagram, WhatsApp, X, live chat and email all land in one smart inbox, sorted by priority, with an SLA timer and sentiment on every message. Open a conversation and the customer's details and history sit right beside it, so agents reply with context instead of guesswork.
Plan the week, approve before it ships.
A shared calendar shows every post scheduled across Instagram, Facebook, LinkedIn and X, colour-coded by status. Each post moves through an approval chain with named approvers and a due time, so nothing goes live without sign-off.
See what social actually returned.
Reach, engagement, searches and bookings shown as one funnel, with the conversion rate between each step. Filter by email, social, app or loyalty, and compare with the previous period to see which campaigns paid off.
Benchmark against your category.
Your results sit beside the median of a peer group, on consideration, response time, interest and share of voice. The board report builds itself, with an executive summary and trend ready to export.
Hear the conversation you were not tagged in.
Listening gathers unprompted posts about your brand, competitors and industry, groups them into themes and scores the sentiment. Realtime alerts flag a spike, such as rising complaints, so the right team can respond within minutes.
Reach through your own people.
Curated, pre-approved stories your staff can share to their own networks in one click, aimed at all employees or specific teams. A leaderboard shows who is driving reach, and every post is approved copy, so sharing stays on-brand and compliant.
Run creator partnerships end to end.
Find creators, send briefs and pay them from one place. Each creator shows reach, engagement rate and status, and every campaign tracks earned media value and cost per engagement, with the next action ready to take.
Know which story is about to break.
NewsWhip tracks stories across news and social, predicts which ones will spread and when they will peak. Comms teams get hours of warning, follow the narratives that matter, and route each alert to the right person to prepare a response.
What changes when every conversation sits in one place.
One Unified View Of Every Customer Conversation
Social, review sites, email, chat, calls and surveys stop being separate inboxes with separate owners. When every conversation lands in one place, the team sees the whole relationship rather than the last message about it.
Issues Caught Before They Become Crises
Sentiment and volume shifts surface early, so a spike is handled while it is still a support matter rather than a public one.
Faster Response, Higher Satisfaction
Conversations route to the right team with history attached, so replies land in minutes instead of days.
Reputation You Can Actually Manage
Reviews and mentions tracked and responded to as a process, not as whoever happens to notice them.
Efficiency Through AI
Routine triage, tagging and first replies handled automatically, with people on the conversations that need judgement.
Feedback That Becomes Business Intelligence
Themes across every channel roll into executive dashboards, so product, service and marketing decisions run on what customers actually said - not anecdote.
Telcowin partners with technology leaders that help organisations deliver exceptional customer experiences. Sprout Social provides an AI-powered Customer Experience Management platform that brings together customer conversations, social listening, analytics, and AI in one connected solution.
Combined with Telcowin's consulting and implementation expertise, organisations can turn customer feedback into meaningful business outcomes.
Frequently asked questions
What is Sprout Social?+
Sprout Social is an AI-powered Customer Experience Management (CXM) platform that combines social listening, customer care, analytics, reputation management, and AI into a single platform.
Which customer channels does Sprout Social support?+
Sprout Social supports more than 30 customer channels, including social media, messaging applications, review platforms, email, websites, and contact centre interactions.
How fast can a negative-sentiment spike get routed to a human?+
Sprout AI+ flags spikes in negative sentiment as they happen and routes them into your service queue automatically - so issues reach a person in minutes, not after a weekly report.
Can Sprout Social integrate with our existing CRM?+
Yes. Sprout Social integrates with CRM platforms, customer service applications, and other enterprise systems to provide a connected customer experience ecosystem.
Why choose Telcowin for Sprout Social?+
Listening tools only matter if issues reach the right team fast. Telcowin wires Sprout Social into your existing service and CRM workflows, so a spike in negative sentiment turns into a routed case - not a dashboard nobody checks.
Where this sits in the rest of the stack.
Sprout Social usually arrives alongside one of these.
Customer Intelligence
Turn every signal into a clear, actionable view of the customer.
Explore →Customer Service
Deliver faster, more consistent support experiences.
Explore →Customer Engagement
Personalise every interaction across the customer journey.
Explore →Omnichannel Engagement
Bring every channel into one continuous conversation.
Explore →