A core part of Evernote’s social customer care strategy revolves around providing timely and effective service using Twitter Direct Messages. Sprout Social and Twitter partnered with Evernote to be one of the first brands to leverage new automated conversational workflow tools within the Direct Message experience. With Sprout Social’s Bot Builder, Evernote configured a chatbot to automatically greet customers who Direct Message their Twitter support handle with Quick Reply options to ascertain the subject matter of inquiries. These interactions are routed through Sprout’s Smart Inbox, where the support agent is able to jump into an informed conversation that’s already in progress. Additionally, although Evernote’s social media and customer support teams are located in different offices, they can use the Sprout platform to create and send Tasks to each other containing contextual information important to customer inquiries. Sprout’s social monitoring tools also empower Evernote to proactively identify potential customer care issues by collecting all relevant Twitter messages containing specific keywords, hashtags and locations in a single stream for organization and prioritization.