Using Trellis in Sprout Social | Sprout Bites

Hi, I'm Tazi, and in this Sprout Bites video, I'm excited to showcase Trellis and how you can leverage this AI teammate to find strategic insights that move the needle for your business. I'm a social media manager at the large national pet supply company Snout, Paws & Tails. While I have members of my team who oversee the day-to-day management and responses in our Smart Inbox, I'm responsible for understanding and reporting any emerging themes in the incoming messages we receive, and for reporting any relevant trends to my director.

Trellis lives on the left-hand navigation bar. We're going to select the little purple Trellis icon, and it will open up Trellis chat. You'll see a few different choices — you can either select from existing prompts or ask any question to Trellis. Trellis will look at all your data across Publishing, the Smart Inbox, Reporting, and Social Listening, if it's on your plan, to best answer your questions and give you actionable insights.

For this example, since I'm trying to get a sense of any emerging themes or relevant trends in my inbox, I'm going to select Show My Daily Inbox Briefing. Trellis shows me the date we're looking at, a quick snapshot of the volume, and, most importantly, what I'm looking for. The sentiment breakdown here is really helpful — I love seeing that people are loving our pet cam collar and our cute pets campaign. But what immediately catches my eye is the harness issue.

Trellis then specifically calls out the themes in my inbox most needing my attention, correctly identifying the harness issue and even giving me some actionable next steps, including escalating the issue internally and coming up with a response to gather more information from affected customers to help identify the root cause of the failures. Those are all actions I can take now.

But before I do, I'm curious to learn how widespread this issue is. I'm going to ask Trellis to layer in Listening data from our brand reputation topic to see if product liability is coming up in larger conversations about Snout, Paws & Tails across social, blogs, or the web. Trellis shares that our overall brand sentiment usually sits around 75% positive, but within conversations around product performance, there's been a sharp dip — more negative sentiment. Trellis then goes a step further to help understand that negative sentiment.

As a social media manager, I'm on the front lines of not only finding a crisis, but also having the most data and audience insights to mitigate it as much as possible. Trellis then gives me strategic recommendations. You can see how, all within just a few minutes, Trellis can help me identify an emerging crisis, understand its breadth and severity, give me strategic actions to take, and ensure I'm armed with audience insights and data to share with leadership about the crisis.