Conversocial

The Digital Care Platform for Social Messaging.

4,6 /5 (8 reviews) Write a Review!

Conversocial Overview

What is Conversocial?

Conversocial is a cloud-based customer service platform which allows companies to connect with customers and provide engaging support through social media channels. The solution is aimed at medium-sized and large B2C companies which have direct customer relationships, across a range of industries including retail, finance, travel, and telecommunications.

Conversocial automatically threads public and private messages together to maintain context for all conversations with customers. Conversations are automatically routed to the agent who responded to the initial interaction, and assignment of actionable conversations can be automated based on topics, triggers, and agent specializations. The case management system aims to assist users in collaboratively delivering meaningful resolutions to customer issues. Integration with CRM systems gives agents access to full customer interaction histories and enables more personalized service. Conversocial can also be integrated with forums and listening platforms to identify opportunities to engage with customers and the community, and indirect mentions can be discovered on Instagram and Twitter, and used to proactively resolve customer issues.

Conversocial Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

Contact Conversocial directly for full pricing information.


Conversocial Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 3 others, India, Germany, Mexico
Supported Languages
English

Media

Intelligent routing, rules and prioritization based on identity and full conversational context for a broad range of messaging channels
Zero Agent Down-time - Unique "Play Mode" fully automates case distribution to focus agents on the right conversations
Seamlessly integrate agent-assisted service/automation in a single conversation
A full suite of features to gauge CSAT, NPS and sentiment conversion within social messaging threads. Reporting dashboards provide brands with both quantitative and qualitative insights around customer satisfaction and consumer sentiment.
Case management, agent efficiency and customer satisfaction metrics to compare messaging like-for-like with your other channels
Robust API for 2-way integration with numerous CRM systems like SalesForce Service Cloud, Pega, Zendesk, and Oracle or internal applications to create a fully integrated customer engagement hub.
Agent and team efficiency metrics as well as instant scale-out infrastructure allow you to embrace inbound messaging volume with confidence.
Conversocial screenshot: Intelligent routing, rules and prioritization based on identity and full conversational context for a broad range of messaging channels Conversocial screenshot: Zero Agent Down-time - Unique "Play Mode" fully automates case distribution to focus agents on the right conversations Conversocial screenshot: Seamlessly integrate agent-assisted service/automation in a single conversation Conversocial screenshot: A full suite of features to gauge CSAT, NPS and sentiment conversion within social messaging threads. Reporting dashboards provide brands with both quantitative and qualitative insights around customer satisfaction and consumer sentiment. Conversocial screenshot: Case management, agent efficiency and customer satisfaction metrics to compare messaging like-for-like with your other channels Conversocial screenshot: Robust API for 2-way integration with numerous CRM systems like SalesForce Service Cloud, Pega, Zendesk, and Oracle or internal applications to create a fully integrated customer engagement hub. Conversocial screenshot: Agent and team efficiency metrics as well as instant scale-out infrastructure allow you to embrace inbound messaging volume with confidence.

Conversocial Reviews

Conversocial Reviews

Overall rating
4,6
/
5
Excellent
5

Very good
3

Average
0

Poor
0

Terrible
0

Value for Money
4,3
Features
4,1
Ease of Use
4,6
Customer Support
4,7
100% recommended this app
David T.

Conversocial for Dedicated Social Customer Care and Engagement


Amy O.

Simple and Effective Engagement Tool


Nolan P.

Conversocial: One of the best for social monitoring and engagement


Verified Reviewer

Manage customer feedback with ease

If you can afford it, go for it. I’m sure you'll love using Conversocial for the fact that it has a lot to offer its clients.


Gina T.

Great interface and software design


David T.
Industry: Retail

Conversocial for Dedicated Social Customer Care and Engagement

Reviewed on 2015/11/19
Review Source: SoftwareAdvice

Pros

Not only does the technology meet our needs, the partnership with Conversocial as an organization is incredibly valuable. They consistently position themselves in an anticipatory industry foothold, helping us identify and meet opportunities to stay ahead of customer expectations. This holds for reporting, associate experience, and the partnerships they build with social media entities. We have a solution and subject matter experts that help us use it to its fullest capacity.

Cons

Hard to pick out anything in particular. Any issues we've had, we've been able to work quickly to either resolve or road-map solutions.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Amy O.
Industry: Primary/Secondary Education

Simple and Effective Engagement Tool

Reviewed on 2015/11/23
Review Source: SoftwareAdvice

Pros

Conversocial stuck out to me above other social media listening tools because of its simplicity and easy to use platform. The layout of Conversocial is strategic and everything seems to have a place. The shortcut options are quick and I love how easy it is to use their keyword search (for the most part). My other favorite features from Conversocial are the way they pull up previous engagements. You can see how many times each user has mentioned your company/brand/school and then can view those previous conversations. With other engagement tools, I've had to click around a few times to view previous engagements, or there is no option to view them. Conversocial has found a very efficient way to provide this data. They also have a wonderful tech support team and are quick to act whenever myself or my team experienced issues. The tagging options were simple to use as well.

Cons

I wish Conversocial had an app for their platform. Since conversations on social media occur 24/7, it'd be nice to quickly access Coversocial from my phone and archive, respond, etc. quickly. I also wish it was easier to bulk archive in Conversocial as well as only search for items that weren't already assigned or archived. All in all, this is a great platform, though.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Nolan P.
Industry: Primary/Secondary Education

Conversocial: One of the best for social monitoring and engagement

Reviewed on 2015/11/23
Review Source: SoftwareAdvice

Pros

The best thing about Conversocial is its ease of use when monitoring and engaging several social media accounts. My team used Conversocial to monitor conversations on 60+ Facebook pages and multiple Twitter accounts, but I've also used Salesforce Radian6, Salesforce Social Studio, Percolate, and Hootsuite. Conversocial has one of the best user interfaces I've encountered. It's easy to select single or multiple accounts and channels, apply tags for categorization, assign out to different team members, and even create and use macros to do several actions at once. Plus, Conversocial has keyboard shortcut keys for most of these actions, which other platforms are either completely lacking or too limited. The team at Conversocial were always great to work with and responsive to service requests or questions.

Cons

The only reason my team stopped using Conversocial was to switch to a more fully-featured social media management suite so we could have all aspects of social managed within one platform (Monitoring, Publishing, Listening, Reporting, etc). If you're looking for a point solution, Conversocial's great. They do have some limited reporting and are working on further offerings there.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Verified Reviewer
Industry: Marketing & Advertising
Company size: 2-10 Employees

Manage customer feedback with ease

Used Weekly for 6-12 months
Reviewed on 2019/01/19
Review Source: Capterra

If you can afford it, go for it. I’m sure you'll love using Conversocial for the fact that it has a lot to offer its clients.

Pros

I have to admit that Conversocial is amazing when it comes to managing customer feedback. Not only is it super-easy to use but it has some of the best features that help you do a lot more than messaging.

1. A helpful tool for social listening and managing brand reputation.
2. Powerful analytics and automation feature.
3. Supports multiple channels and is fairly scalable.

Cons

1. Needs regular updates and new features quite often.
2. It is pricey.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Gina T.
Industry: Philanthropy
Company size: 2-10 Employees

Great interface and software design

Used Weekly for 1+ year
Reviewed on 2018/10/23
Review Source: SoftwareAdvice

Pros

The platform is extremely easy to use with a well-designed layout that is great to work with. Customer service makes a point to ensure you have the best experience possible with this product.

Cons

After a demo and trial period this product became slightly pricey and we had a hard time fitting it into our already full budget.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
9/10
Based on 8 user ratings
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Conversocial Pricing

Conversocial Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

Contact Conversocial directly for full pricing information.

Contact Conversocial directly for full pricing information.

Value for Money
4,3/5
Based on 8 user ratings
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Conversocial Features

Conversocial Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,1/5
Based on 8 user ratings
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Categories

Additional information for Conversocial

Additional information for Conversocial

Key features of Conversocial

  • Adaptive business rules engine
  • Agent collaboration
  • Auto-assignment
  • CRM integration
  • Consolidated agent desktop
  • Conversation routing
  • Conversation threads
  • Crisis management protocols
  • Customizable reports
  • Flexible permission configurations
  • Interaction tracking
  • Knowledge management
  • Multi-channel insights
  • Peer-to-peer self-service
  • Post scheduling & broadcasting
  • Public & private messages
  • Real-time dashboards
  • Resolution management
  • Response management
  • Sentiment conversion metrics
  • Single customer view
  • Social media monitoring
  • Supervisor dashboard & tools
  • Unified inbox

Benefits

  • Public and private messages are threaded together automatically, to ensure that full context for the conversation is maintained.

  • Conversations can be assigned to agents automatically, based on their topic, triggers, and agent specializations, and when new messages are received, conversations are routed back to the agent who originally responded.

  • Real-time dashboards give users insight into workload distribution, SLAs, and potential spikes in volume, and customizable reports provide multi-channel insights.

  • Indirect mentions can be identified on Instagram and Twitter, providing opportunities to proactively resolve customer issues, and integration with forums and listening platforms allows companies to engage with their customers and community.

  • Integration with CRM systems allows users to access customer interaction histories and provide a more personalized service.

  • Conversocial FAQs

    Conversocial FAQs

    Below are some frequently asked questions for Conversocial.

    Q. What type of pricing plans does Conversocial offer?

    Conversocial offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Not Available

    Contact Conversocial directly for full pricing information.

    Q. What are the main features of Conversocial?

    Conversocial offers the following features:

    • Adaptive business rules engine
    • Agent collaboration
    • Auto-assignment
    • CRM integration
    • Consolidated agent desktop
    • Conversation routing
    • Conversation threads
    • Crisis management protocols
    • Customizable reports
    • Flexible permission configurations
    • Interaction tracking
    • Knowledge management
    • Multi-channel insights
    • Peer-to-peer self-service
    • Post scheduling & broadcasting
    • Public & private messages
    • Real-time dashboards
    • Resolution management
    • Response management
    • Sentiment conversion metrics
    • Single customer view
    • Social media monitoring
    • Supervisor dashboard & tools
    • Unified inbox

    Q. Who are the typical users of Conversocial?

    Conversocial has the following typical customers:

    Large Enterprises, Mid Size Business

    Q. What languages does Conversocial support?

    Conversocial supports the following languages:

    English

    Q. What type of pricing plans does Conversocial offer?

    Conversocial has the following pricing plans:

    Subscription

    Q. Does Conversocial support mobile devices?

    We do not have any information about what devices Conversocial supports

    Q. What other apps does Conversocial integrate with?

    Conversocial integrates with the following applications:

    Oracle B2C Service, Oracle Service Cloud, Pega CRM, Salesforce Service Cloud, Zendesk

    Q. What level of support does Conversocial offer?

    Conversocial offers the following support options:

    Phone Support, Online Support, Knowledge Base