Wednesday, 27 January 2016

Meet Team Sprout: Alex C., Software Engineer

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Here at Sprout, we put a strong emphasis on helping employees grow: as new professionals, as managers and as part of the team. It’s particularly rewarding to see the growth of team members for whom Sprout is their first job out of college.

Alex Camargo, a Software Engineer on Sprout’s Platform Team, graduated from the University of Illinois Urbana-Champaign in 2014 and started working at Sprout shortly after. He is a member of the Infrastructure Squad, which makes tools to help other developers work better and faster.

As we look forward to hiring more college students for software engineering roles and internships this summer, I thought it would be helpful to share Alex’s reflections on the transition process from college to his career at Sprout. In this Meet Team Sprout interview, he talks about the experiences that best prepared him for his current role, explains how he’s grown and offers advice to future software engineers.

Name: Alex Camargo
Department: Engineering
Started at Sprout: September 30, 2014

How did you develop an interest in engineering?

My high school was unique in that it offered a good amount of computer science courses. I took one sophomore year and I really liked it—it didn’t even feel like work. When I was thinking about college my senior year, I looked back and thought about what I enjoyed doing the most. That was it. So I went to the University of Illinois for computer science.

Was there a particular course that best prepared you for your work at Sprout?

There was one, CS242, that prepared me the most for what I’m doing now. We wrote a ton of code, tried different languages and worked on a bunch of projects. It wasn’t focused on something like, “What’s the math behind this algorithm?” Instead, the course revolved around things like, “How do you write good software and explain it to other people?”

Every week we would present our work to the rest of the class and get feedback so we could improve. That’s exactly what we do at Sprout.

When you were looking for post-graduate jobs, what stood out to you about Sprout?

When I was looking for a job, I considered tiny startups and giant companies. They each had their tradeoffs. I wanted to choose a place where I felt like I’d learn the most from smart, friendly people. I researched Sprout and saw that it had been named one of the best places to work for people in their 20s, and it seemed like a young and exciting company.

Working at Sprout has been even better than I thought it would be. Everyone cares about their job and wants to do things the right way. You don’t want to just hack out a bunch of code and submit it. The problems we tackle at Sprout are more exciting than that.

Once you joined the team, were there any resources at Sprout that helped you transition from college into a full-time engineering job?

Yes! I was paired with a mentor, he was a Senior Platform Engineer. I was surprised—I looked at my calendar and they’d scheduled us for a meeting every morning for an hour. Every day, he’d give me feedback. We’d go over what I had worked on or the next part of a project. He had been at Sprout for a long time and had written a lot of the code, so that was a big help.

On the engineering team, we work in squads. I’m on the Infrastructure Squad, and it’s very collaborative—you get feedback and opinions from team members with different experiences and areas of focus. For example, one person might have a big focus on initial design and requirements, and someone else might focus on testing. Hearing those different perspectives is huge, especially as someone who recently graduated from college.

Before you started here, were you familiar with Sprout’s programming languages beyond Java?

Yeah, I got lucky. Right before I joined I did some work for a nonprofit. Their website hadn’t been completed by the group before and they had trouble taking in payments. It was the same technology we use here, Python and Django. I picked it up and learned a little more Python, made some improvements, got it to work, and that was really helpful, especially when they asked about those languages in my Sprout interview!

How have you grown in your time at Sprout?

Personally, it’s a lot easier to know when to ask questions now. Knowing when to stop and ask for help, when to Google a question or when to try and work on something yourself is important.

Working at Sprout is like learning how to walk with professional software. These are hard problems; it’s not like an assignment in college–there are no guidelines that someone gives you. It’s not that difficult to write some code in Java and get something to work, but once you put it in production it handles all these different inputs. Making your code production-ready and having it run on a server 24 hours a day is something entirely different.

So far, what has been the most rewarding project you’ve worked on at Sprout?

Probably my first project. I thought I was going to be doing a small project, but instead I jumped right into the main code base and wrote something useful with my mentor. That was the project I learned the most on. We worked on it for a couple months. It was writing a new way for us to get data from Cassandra–our main database. It was a good, wide-ranging project.

Since I worked on it with my mentor from start to finish, it was a good way to learn how to approach a project: how to start a project, what you need to think about ahead of time, etc. It had to be running 24/7 and handle all of the traffic that we get. We did the deployment for it and taught other people how to use it. It was like a crash course in Sprout.

Now you interview candidates—speaking to prospective interns and college hires. What characteristics do you look for?

When we interview college students, one of the big things we look for is whether they’re enthusiastic and they like doing what they do. You see a lot of those characteristics from their side projects. Do they enjoy coding, do they do this in their spare time?

It’s also important that they can explain their thought process step-by-step, because this translates well to when they work on a team with them. It doesn’t help if someone just puts a solution on the board: I need to know how they got there and that they can explain why they did. They also need to be able to learn quickly on the job, and taking feedback is an important part of that.

If you were to give advice to a college student who wants to become a software engineer, what would you tell them?

Just be enthusiastic to learn. Be curious. Have side projects. It’s through side projects that you learn what type of work you want to do: if you like working on the back end or front end—there’s a big difference between the two. You learn what types of technologies you like working with, too.

Speaking of side projects, what do you like to do outside of the office?

Combat sports. I’ve done Brazilian jiu jitsu and boxing. Right now I’m doing muay thai and kickboxing.

I like to read, too. Right now I’m reading “Rise of the Robots” which is about how automation is going to affect everything in society and change education. Since that’s a field I work in, I like seeing the trends and where it’s going.

How would one of your best friends describe you?

Probably adventurous, easygoing and dependable.

Do you have a bucket list? What would be the top item on your bucket list?

When I studied abroad, I got to travel around Spain a lot and stay in hostels. I did running with the bulls, and we met a lot of travelers. That made me want to take a few months and backpack across Europe.

You never know exactly what you’re going to find while traveling but I’ve found that it’s usually a good surprise.


If you’re a current college student, learn more about Sprout Social’s college hiring program and past interns, and see all open roles for engineering internships and full-time positions on our careers page.

Insights-CTAs_Recruiting-01

This post Meet Team Sprout: Alex C., Software Engineer originally appeared on Sprout Social.



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14 most important SEO tasks in order of priority

SEO can be overwhelming for any number of reasons.

Between local considerations, seeding the right content in the right places, and various other on-page and off-page factors, it’s tough to know where to begin even when it comes to basic SEO essentials.

What makes things even more difficult is that you can’t just start anywhere and chip away at your work. If you want to see the most success, it’s important to prioritize the SEO tasks correctly.

Although it’s not always publicized, prioritizing SEO tasks is actually one of the things we see companies’ mess up most often. If you do certain SEO tasks out of order, you’re going to spend a lot of time and use up most of your resources to finally meet your goals.

In some worst-case scenarios you actually won’t be able to meet those goals because you started with something advanced and skipped the basics (without even knowing it!)

Although there isn’t an exact order to follow, it does help to split up the most common SEO tasks into categories, starting with the highest priority first…

#1 SEO priorities

Identify and remove duplicate content.

Nothing kills a website faster than duplicate content issues. It’s confusing for Google bots so you won’t get any good visibility, and even if readers did somehow make it to your website, duplicate content is seen as spammy. Get rid of this immediately so you can start with a clean slate.

Check navigation and UX factors.

You have to make sure your website is easy to navigate and everything is cohesive. This has to do with the architecture and design. If you send people to a website that is confusing, it’s far too easy to click-away.

Make sure you have a responsive design.

In the past this may not have been such a priority, but mobile compatibility is crucial. According to Google, more searches now take place on mobile than on desktop, so you have to make sure your site looks good on the small screen. The biggest and most basic way to do this is through a responsive design.

responsive design

As you may have noticed, all of your top priorities for SEO have to do with on-page tasks. Keep this is mind if more ideas pop-up in the future. You don’t want to be sending traffic to an unfinished or poorly optimized website because that traffic will immediately click away (and likely never return), so this is a crucial step to understand.

#2 SEO priorities

Setup Google Analytics and Google Webmaster Tools.

Although you may not use it right away, getting setup with these tools is crucial to being indexed quickly and accurately. It can help solidify your website as real.

Make sure you’re being indexed.

You have to double check that Google is indexing your site, meaning they’re crawling your website and you’re therefore showing up in SERPs. To check this, visit your Google Webmaster Tools account and click the ‘Google Index’ tab to see the total number of pages Google has indexed. Make sure it seems right!

Complete preliminary keyword research.

Understanding which keywords you want to target can help you learn a lot about SEO if you’re unfamiliar, but it also sets the stage for many of the other items in the next three sections (content creation and back linking, most notably).

Create local search accounts.

The sooner you can setup local search accounts the better. This is definitely more of a priority if you have a local business looking to attract local customers, but it’s so easy to do, that every type of company should get involved as soon as possible.

where's good for steak search

Start creating quality content frequently.

You want to be consistently putting out great content. This not only gives you more options for Google to index your website, but it helps show credibility and gives readers a way to engage. Start getting a good rhythm going with high quality articles. That’s all you need to do at first.

#3 SEO priorities

Create audience personas and get creative with your content.

Once you have a good content team and schedule in place, you can start to really bring your content to the next level. This involves creating personas to better understand your audience, writing on keywords/ topics that are trending, and getting more advanced with infographics, interviews, video, and more.

Create relationships with influencers.

You want to start getting your name out there in your niche community. This is how you will eventually earn natural links and hopefully get some great social shares out of the relationships.

Edit your title tags.

As you published content you likely wrote whatever headline you wanted, which is fine at first, but eventually you should go back and optimize your title tags. This will help you categorize your pages and make sure that you’re sending the right people to the right pages. Visit this article to learn more about title tags.

how to write title tags Google Search

#4 SEO priority

Start working to build backlinks.

It usually surprises people that this would be so far down on the list, but remember that SEO is not about backlinks—it’s about readers. Focus on creating relationships, quality content, and understanding your audience first.

Utilize SEO tools.

There are many different SEO tools out there that can help you with different aspects of your SEO (usually best used for data). This is a priority #4 because which tools you want to use and for what reasons can get tricky, so it’s best to focus on this after you have the basics down.

#5 SEO priority

Follow SEO industry news and blogs.

This is incredibly important, but following the latest news and SEO blogs can be a little bit overwhelming if you’re a beginner. That’s why hearing about the latest and greatest new tactics is probably better handled after you’ve been in the trenches with all of the items in the last four categories.

The takeaway

Of course this is not an extensive list. There are hundreds of little things you can do to improve the SEO of your website, but above are some of the biggest and most important tasks. What needs to be done will also depend on your company – industry, size, goals, etc. – but this is a great place to start. In the meantime, let us know what you would change or what you would add to the list in the comment section below.



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Tuesday, 26 January 2016

[Podcast] Episode 007: What do I write in my emails?

Welcome back to another episode of the Ask Me About Email Marketing podcast, the show where we’re talking about all things email marketing and no questions are off limits.

This has been quite the week! First, I was snowed in over the weekend, leading into Monday. (Check out the “Dude, Where’s My Car” moment that I had on Sunday morning.) Typically, we try to record and wrap up episodes on Monday for a Tuesday release, but unfortunately I was stuck at home.

Snowed In

Of course while trapped inside, my two kids managed to get sick and then passed that bug on to me. But the show must go on!

Today’s episode answers a question we receive quite frequently: “What do I write in my emails?”

Listen to my response below:

Our answer to this question comes in the form of a new 7-day email course: What to Write in Your Emails.

In addition to the course lessons, you’ll receive 20+ email content templates that you can customize with your own content. These templates will help you overcome that inevitable writer’s block!

We’ve been running this course for a few weeks, and so far the team has received some great feedback from participants.

Want to check out a sample of the course? Check out this blog post.

Ready to dive right in: Sign up for free here.

Want to be on the show? Here’s how you can participate:

  • Use the widget below to record and send us a question about email marketing.
  • We’ll select a question from the submission pool and track down one of our in-house email marketing experts to provide an answer.
  • We’ll record their response, package it up with your question and release it as a new podcast episode each week. Plus, each episode will include bonus resources to help you level up your email marketing.

There are so many topics to explore in email marketing. So if you’re struggling with design, content, analytics or just getting started, leave us a message with a specific question and we’ll start answering!

A few notes on submitting:

  • Introduce yourself, and your business/email marketing venture. Please don’t share any spammy URLs.
  • Keep your question brief. Anywhere between 60-90 seconds would be ideal. Two-part questions are okay, too!
  • Keep it clean. We won’t accept any submissions with disrespectful or vulgar language.

If we select your questions, we’ll air it. By submitting a question, you are agreeing to allow us to use your full, submitted audio clip on our podcast and in marketing the podcast and AWeber.

Ready to ask a question? Click the green button below!

The post [Podcast] Episode 007: What do I write in my emails? appeared first on Email Marketing Tips.



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Get ready to have your doctor ask about your social media use

Sleeping
If you’re having trouble sleeping, it might be because you use social media too much during the day, according to a University of Pittsburgh study backed by the National Institutes of Health. The study of 1,788 US adults aged 19 through 32 used a questionnaire to understand sleep disturbance versus social media use across Facebook, YouTube, Twitter, Google Plus, Instagram, Snapchat, Reddit, Tumblr, Pinterest, Vine and LinkedIn. Almost 30 percent of the participants had high levels of sleep disturbance, with those who most obsessively checked social media sites experiencing the worst sleep, followed by those who spent the most overall time on social platforms. The lead author of…

This story continues at The Next Web

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Highbrow’s Quick, Educational Automation

The ultimate guide to creating the perfect social media calendar

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Social media is hard! And building an audience even harder! Hard does not mean impossible and it certainly doesn’t mean that you shouldn’t have fun along the way nor try and make the process as painless as possible. That’s where a social media calendar comes in… I know you weren’t expecting that! Well ok maybe it’s not the answer to everything, but it can certainly help you get a better handle on things and remove some of the stress from sharing. We’ve shared ways to develop your sharing schedule and I’d like to build on that article to focus here on creating…

This story continues at The Next Web

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10 Tips to Provide the Absolute Best Twitter Customer Service

Twitter Customer Service-01

Have you ever spent half an hour on hold trying to contact your cable company? Or maybe you’ve waited for days to get a response to an email you sent the customer service department of an online store to check the status of your order. These situations happen every day and it leaves customers feeling ignored, powerless and frustrated. However, thanks to the connectivity created by social media, customer service has changed drastically. The days of the voiceless customer are over.

Instead of privately contacting businesses, consumers are turning to Twitter to voice their issues publicly. As a result, social customer service needs to be a top priority for your business. Here are some powerful stats that show how important it is to service your customers on Twitter.

In addition to all of this, Twitter is a public platform. That means that when you deliver excellent support, other users will be able to see it. Being known for your customer service can give you an edge up on your competitors. Zendesk found that 40% of customers start purchasing from a competitor because of their reputation for providing superior customers service.

Don’t lose out on business because of poor or non-existent customer support on Twitter. Follow these 10 tips to power up your Twitter customer service:

1. Setup an Infrastructure

Your first step is setting up your Twitter support infrastructure. Tweeting back and forth with multiple customers can become messy very quickly. The last thing you want to happen is for someone to Tweet you following up with a question they asked two days ago, and you have no idea who they are or who they spoke with.

The native desktop and mobile Twitter apps are perfectly fine for casual users. But as a business, you should use a Twitter Dashboard. Sprout’s dashboard gives you everything you need to setup and manage your social customer support. You can invite team members, track conversations, make notes and get data to measure how your support team is doing.

Sprout Social

The other part of your setup is deciding if you want to make a separate Twitter Handle strictly for support.

Having a dedicated customer support Twitter Handle can prevent your Twitter feed from being filled with conversations about customer issues and complaints. This strategy is particularly common for software companies and corporations that get a large volume of customer support related Tweets.

Microsoft Support Twitter

2. Don’t Ignore Negative Feedback

As tempting as it is, tuning out negative feedback about your company is bad for business. Oftentimes, negative feedback gives you insight on ways to improve your business. But more importantly, ignoring customers who Tweet you can add onto their frustration.

Use negative feedback as an opportunity to correct problems and regain customers. Twitter examined the customer relations between airlines and their passengers on its site. Among many eye-opening stats, Twitter found users who received a reply back from an airline were more satisfied with their service experience.

Twitter Customer Service Satisfaction

The study also found passengers who received a reply to their Tweets were willing to pay almost $9 more for the airline in the future.

Twitter customer service revenue

The next time an unhappy customer Tweets your company, take the time to reply and resolve their issue. They’ll appreciate the gesture and it could help increase your revenue in the long run.

3. Know When to Take The Conversation Off Twitter

Twitter is great for getting the conversation started. But when an issue starts to get too complex, move the conversation to email or your support system. Remember, Twitter only has a 140 character limit. It can be difficult to go back and forth troubleshooting an issue with that cap.

If you aren’t able to resolve an issue within a few Tweets, ask the customer to DM you with their email address or direct them to your online support system if you have one. Just make sure you give them a reference number so your support team knows who they are once the conversation goes off of Twitter. Forcing customers to explain their issue from the start can get frustrating, and you want to make the process as simple as possible.

Due to the increased use of Twitter for support issues, Sprout integrates with Zendesk and Uservoice to make the process of transitioning customers from Twitter to your support system smooth and seamless.

Sprout Social Customer Care

4. Don’t Give Out Private Information

Even though your Tweets are only meant for the customer, anybody can read them. With Twitter, it’s easy to forget the privacy and security protocol your business set for phone and email support. However, slipping up and releasing private information or asking customers for private information over Twitter can cause a lot of issues.

Here are some things you should never publicly ask a customer for on Twitter:

  • Email address
  • Phone number
  • Username
  • Password
  • Address
  • Billing information
  • Specific items they’ve purchased from you

If you ever need any sensitive information from a customer, ask for it through phone support or other private platforms, not Twitter.

5. Initial Your Tweets

If you have multiple employees handling your Twitter customer support, you need a way to track who is responding to each Tweet. It creates accountability and allows you to stay organized. The simplest way to do this is by having employees end their Tweets with their initials when they interact with customers.

Sprout’s built-in social media CRM features make it even easier to track your team members’ interactions with customers. When a user Tweets your company with a question or concern, you can assign the Tweet to a specific member of your team. That way you know who’s in charge of replying and resolving the issue.

Argos Twitter Support Initials

6. Respond Quickly

Response time is one of the most important metrics for Twitter customer service. In the airline study mentioned earlier, Twitter found the quicker an airline responded to a user’s Tweet, the more money the users were willing to spend. When an airline responded to a customer’s Tweet in under six minutes, the customer was willing to pay almost $20 more.

Twitter Customer Response Time

A separate study found 53% of users expect businesses to reply to their Tweets in less than an hour.

twitter response time

You can check how long it takes you to respond to Tweets within the Sprout dashboard in the engagement report, which shows both your response time and rate. With this data, you’ll be able to track your improvements and put measures in place to boost your numbers.

Sprout Engagement Report

One of the best ways to improve your response rate and time is to monitor your brand mentions, which we’ll talk about next.

7. Track Brand Mentions

It’s hard to provide customer service on social media if you don’t have a way of monitoring when your brand is mentioned. For a lot of businesses, monitoring brand mentions on Twitter begins and ends with checking their notifications. However, Twitter notifications only give you part of the picture.

We went into great detail on how to track Twitter mentions in a previous post. Here are some key takeaways:

  • Track @mentions, #hashtags and mentions of your company name.
  • Search for common misspellings of your company name.
  • Make sure you have Twitter notifications enabled for both the mobile and desktop apps.
  • Save the top queries containing your brand in Sprout to get real time updates of brand mentions.

Monitor Twitter Brand Mentions

8. Be Human

TD Bank’s Bank Human Again initiative demonstrates the importance of humanizing customer service. We’ve seen what happens when companies attempt to automate Twitter customer support, and the results aren’t pretty.

bank of america auto response tweet

Robots and automated systems are expected for phone support, but with social media, it’s an entirely different story. The appeal of turning to Twitter instead of traditional customer service avenues is that you can get a quicker response from a person. There’s no “press zero to speak to a representative.”

Twitter is the perfect platform to be more personable with your support. You don’t have to be quite as formal with your Tweets as you would be in an email. The environment is much more casual and your interactions are conversational. Obviously you want to maintain a level of professionalism, but the way you reply to customer support related Tweets should align with your brand’s voice and persona on social media.

9. Get to Know Your Customers

Have you ever walked into a store and had an employee greet you by your first name? Or maybe you’ve gone to a coffee shop and the barista asks if you want your usual. It makes you feel like they care about you, which ultimately provides a more personalized experience. You can do the exact same thing for your customers on Twitter.

Sprout has a built-in feature that makes this process much easier. You can add notes to any Twitter user you interact with, and share those notes among your entire team. Being able to quickly check your prior conversations or special notes/preferences for a user allows you to provide a personal level of service.

Sprout Conversation History

10. Go The Extra Mile

Resolving a customer’s issue doesn’t have to be the last time you interact with them. Look for opportunities to go the extra mile with your support. Whether it’s sending out a birthday wish, Retweeting their Tweets or even offering a free product occasionally, doing a little bit extra shows customers that you appreciate them.

You can add customers you’ve helped in the past to different Twitter lists or add notes to their accounts within Sprout. This will make it much easier to track your history with them and deliver top notch service.

In today’s social media driven world, you cannot solely rely on traditional customer support avenues. Improve your brand image, give your customers better service and build your social following by making Twitter customer service a priority for your business.

How do you use Twitter to provide better customer support? Leave a comment and let us know!

This post 10 Tips to Provide the Absolute Best Twitter Customer Service originally appeared on Sprout Social.



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