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.
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.
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.
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.
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.
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.
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.
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.
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.
1. Needs regular updates and new features quite often.
2. It is pricey.
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.
After a demo and trial period this product became slightly pricey and we had a hard time fitting it into our already full budget.
Contact Conversocial directly for full pricing information.
Below are some frequently asked questions for Conversocial.
Conversocial offers the following pricing plans:
Pricing model: Subscription
Free Trial: Not Available
Contact Conversocial directly for full pricing information.
Conversocial offers the following features:
Conversocial has the following typical customers:
Large Enterprises, Mid Size Business
Conversocial supports the following languages:
Conversocial has the following pricing plans:
We do not have any information about what devices Conversocial supports
Conversocial integrates with the following applications:
Oracle RightNow Contact Center Experience, Oracle Service Cloud, Pega, Salesforce Service Cloud, Zendesk
Conversocial offers the following support options:
Knowledge Base, Online Support, Phone Support