What users are saying about

Conversocial

14 Ratings

Conversocial

14 Ratings
Score 8 out of 101

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Likelihood to Recommend

Conversocial

From experience, you may ask the Conversocial team to make recommendations on licenses for larger vs. smaller social customer service teams. The need for support and the amount of usage you may get from the tool's robust offering may differ as a result of those precedents. The tool is adaptable in both scenarios it would seem.

Pros

  • Previous conversations: This is one of the main reasons why I personally love Conversocial over Hootsuite and other social media engagement tools. Conversocial pulls in all previous interactions we've had with community members and it helps us identify if we've already addressed their problem, if they are a detractor/advocate, and so much more. With other engagement tools, it's frustrating as a community member may repost the same thing over and over again, but at different time periods. If you're unable to see what someone has said in the past, we may waste our time replying to the same thing multiple times, or we also risk responding with the same general advice, when we could try a different approach.
  • Tags and filters: Conversocials use of tags and filters are extremely simple to use. They have shortcuts which help you easily assign a tag to an item and then you can easily pull up each of those tags within Conversocial itself or your can open up an external report. If my team is in a hurry and wants to quickly see a certain tag, we can use the filter option and within seconds we have all the information we need.
  • Simple shortcuts: Conversocial has several shortcuts that save my team a lot of time. One single button on my keyboard can apply sentiment and archive something so it's out of my way. I can also use shortcuts to apply a tag, assign an item, and do other tasks. It may seem like a small benefit but each second saved really adds up throughout each day and week.
  • Communication: As we know, technology has issues and every tech issue Conversocial has experiences has been handled extremely well. I've never encountered any issues contacting Conversocial, we're always notified when they are working on a solution and once the problem has been fixed. We also receive random pop-ups within Conversocial to notify us of known issues before our team experiences them, and when there is a new feature that we should be aware of. Their communication is always on point and it's great to know that we can always rely on them.

Cons

  • Back-up scans performed on Facebook - we'd like to see these happen more often.

Likelihood to Renew

Conversocial9.1
Based on 6 answers
It meet our business needs in the this space better than competitors.

Usability

Conversocial9.2
Based on 4 answers
One of the key features of this tool - the intuitive interface and easy UX masking a rich functionality set.

Reliability and Availability

Conversocial8.7
Based on 2 answers
Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.

Performance

Conversocial8.5
Based on 2 answers
Best-in-class for a fully on-line solution. Can always be faster (as anything else in the cloud)

Support

Conversocial9.1
Based on 4 answers
Our account rep at Conversocial has set up a call with me every two weeks to check in, talk about new features, or answer questions. I know I can email or call her for help anytime. Their support team also responds quickly.

In-Person Training

Conversocial9.1
Based on 1 answer
Comprehensive training in all aspects of the software and general usages (including social media) for both agents and managers. Simulation workshops really made the live deployment process very smooth.

Online Training

Conversocial9.1
Based on 3 answers
Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.

Implementation

Conversocial9.1
Based on 3 answers
The only thing better than the Conversocial Software is the Conversocial team.

Alternatives Considered

I have also used Radian6 and Hootsuite. I did not like that you we're unable to archive in Hootsuite and could not see previous conversations. Hootsuite also had way too many columns that you could create and it was very disorganized in my opinion. Radian6 is a great tool but has way too many details. It is also a pain to delete anything within Radian6 and you have to create a specific stack just to delete. This is crazy to me there should be a delete option close by since there is bound to be a time or two that a CM post needs to be removed ASAP. I also do not like the previous conversations option in Radian6 as it does not pull in all previous responses and I have yet to see it actually work correctly.

Return on Investment

  • Improved loyalty/retention
  • Improved social sentiment
  • Cost savings by addressing issues before they hit call center/email

Pricing Details

Conversocial

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Additional Pricing Details