ChannelReply vs. Socialtext (discontinued)

When you receive a message from a marketplace ChannelReply relays it to your help desk. When you reply to the messages it carries them to the marketplace's inbox. The automated scenarios do not work for this application. I need automated messages for some scenarios, however the application cannot provide such a feature.

Incentivized

We use Social Text as a platform to air our issues with different departments. We voice our concerns and suggestions so we can help find a solution to the problems we incur on a daily basis. We need to have social text as an app so we can communicate in real time not only during work hours.

• Easy setup
• No additional click for the emails
• Both-side communication

Incentivized

• Version history - Always keeps the edited versions and one can revert back any time
• Creating and Editing an article is very easy and intutive
• Sharing the articles with peers

• The email logs should be tracked
• More integrated communication
• Details should be monitored

Incentivized

• Search needs a ton of improvements. It was very slow a year ago
• Search result quality was also not that good
• I know they have improved their UI recently but when i used it last year it did not really have any design elements which could be used to make the articles look more presentable. It was important for us as we used it for external communication as well.

We have a lot of info in Socialtext already. It would be hard to get all that info out and port it to a different system

I highly recommend this application because it communicate the marketplace to you help desk so you do not need further agent seat on the marketplace dashboard. It provides easy usage. I did not give 10 points because it needs some improvement like automated messages. Its analytics would be great if it provides detailed statistics.

Incentivized

Actually, both software are not rival systems. They complete each other. I use both of them to contact the different inboxes. ChannelReply is not the primary system that you can communicate with the customers. On the other hand, if you do not use it you can lost some of the emails that are sent from the marketplaces.

Incentivized

I frankly like Confluence better than socialtext because of the speed and the quality of search. They also have better design elements which can help make the articles pleasant to the eyes.

• Faster repsonse time
• Recorded communication on both end
• One-tab usage

Incentivized

• We get solutions to concerns much faster
• We promote interactions with the other depts
• We listen and have discussions