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I fully agree with the spirit of this article but considering Pando's recent post generalizing the midwest tech scene as being full of parents who leave work at 5:00 and won't take risks, I find it a little hypocritical to take offense to the generalizations being made in this soon-to-be-cancelled series. I know us complainy Chicagoans are tiresome, but maybe there's a chance to see our feedback on Travis' post as something more valid than you've previously asserted.

3 years ago on An Open Letter To Randi Zuckerberg: How Could You Do This to Real Entrepreneurs?


Hi Tara,

Wanted to thank you for sharing. As embarrassing as it was for us, we forged a lot of stronger relationships with our customers through the process. One of the most humbling parts of the experience was how unfamiliar we were with handling adversity with our users. We'd never let them down in a big way before - when everything is always rosy, disasters are that much more painful.

Regarding your question on G+ about heading down the CRM path, we are going to continue building tools that provide customers with a single place for customer data and interactions. Though we expect these to be used in tandem with traditional CRM tools, we think having all the relevant information and history for a social contact should be something we provide.

Anyhow, thanks again for taking the time to write about the experience, good and bad. Suprisingly the positive feedback we've gotten about how we handled the event has been much stronger than the negative about the issues themselves.

Justyn Howard


Sprout Social, Inc.

P.S. those emails were in fact typed by my own two hands :)

3 years, 5 months ago on Social media for customer service - a case study