What users are saying about
14 Ratings
14 Ratings
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Score 8 out of 100
23 Ratings
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Score 8.9 out of 100

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.
Conway Stone | TrustRadius Reviewer

Critical Mention

Critical Mention is excellent for media monitoring across platforms including TV, radio and online. It is easy to grab and tailor video clips and share. The reporting function makes creating thorough reports simple. Most importantly, the customers service is unparalleled. Any time I've ever had a question or challenge, it has been handled quickly. I would suggest that you make sure to take the time to thoroughly set up your searches to be sure you don't miss anything.
Anonymous | TrustRadius Reviewer

Pros

Conversocial

  • 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.
Amy Ortega | TrustRadius Reviewer

Critical Mention

  • Critical Mention has been a useful tool over the past dozen years. We have used it to help political campaigns, non-profits, private business and the like to understand where their message is landing and understand if they are hitting their target audience. Our report shows them real-time results for radio, tv, online and even social media.
  • I believe the Critical Mention reporting and reports are far superior to other tracking products we have observed by other in the past.
  • Their online services and support are awesome and when you are looking for a product and value of the product Critical Mention gives you both in one package.
Jerry Kambic | TrustRadius Reviewer

Cons

Conversocial

  • I would like to see an improvement in the reporting dashboard which is something I mentioned to Josh (the CEO) on a call back in April. He said that it is something they are working on but to remember that this is truly a customer service social media platform so some of the features that I would like to see may not fit well with the users of the product.
Kellen McAvoy | TrustRadius Reviewer

Critical Mention

  • Saving new broadcast clips as reports. Sometimes it's confusing because I don't see everything I saved under the same report.
  • 60 day limit on how far we can go back on our searches. Sometimes I need to pull a clip from 90 or more days ago and I am unable to go that far back.
  • Media alerts about commercials. While the search is set up to capture certain words, sometimes it is a bit much to go through all the commercial content.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Conversocial

Conversocial 9.1
Based on 6 answers
Compared to systems used in the past, Conversocial is superior because of their excellent service and ability to integrate all of social media into one program, saving enormous amounts of time.
DeeGee Davis | TrustRadius Reviewer

Critical Mention

Critical Mention 10.0
Based on 7 answers
I gave this a 5 only because I do not make the decisions to renew. When I used this at my previous company, I also recommended to the decision maker to renew this tool as it was a crucial piece to the overall client objective
Anonymous | TrustRadius Reviewer

Usability

Conversocial

Conversocial 9.2
Based on 4 answers
Because of the number of features it offers and the manner in which they're presented. I've explored a number of other tools that just don't do it as well. When sorting through and responding to hundreds of social media messages each day, the number of clicks it takes to do something really matters. Conversocial does a great job of minimizing clicks and presenting the data we need without having to click to find it
Nolan Perry | TrustRadius Reviewer

Critical Mention

Critical Mention 9.0
Based on 2 answers
It's great for quickly looking up a specific clip, but this platform makes it difficult to select and accurately report on a high volume of clips
Lyla Shaibi | TrustRadius Reviewer

Reliability and Availability

Conversocial

Conversocial 8.7
Based on 2 answers
Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.
Andrey Grigoryev | TrustRadius Reviewer

Critical Mention

Critical Mention 8.0
Based on 1 answer
No answer on this topic is available.

Performance

Conversocial

Conversocial 8.5
Based on 2 answers
Extremely fast, practically in real time.
David Tull | TrustRadius Reviewer

Critical Mention

No score
No answers yet
No answers on this topic

Support Rating

Conversocial

Conversocial 9.1
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.
Nolan Perry | TrustRadius Reviewer

Critical Mention

Critical Mention 5.1
Based on 3 answers
Look, Critical Mention follows up on an or phone call immediately or in the AM the following business day. I have called them after hours and get a live person to work through any issues that may have come up. Support seems to be job one with Critical Mention.
Jerry Kambic | TrustRadius Reviewer

In-Person Training

Conversocial

Conversocial 9.1
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.
Andrey Grigoryev | TrustRadius Reviewer

Critical Mention

No score
No answers yet
No answers on this topic

Online Training

Conversocial

Conversocial 9.1
Based on 3 answers
Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.
Andrey Grigoryev | TrustRadius Reviewer

Critical Mention

No score
No answers yet
No answers on this topic

Implementation Rating

Conversocial

Conversocial 9.1
Based on 3 answers
Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.
David Tull | TrustRadius Reviewer

Critical Mention

Critical Mention 10.0
Based on 1 answer
Critical Mention implementation was easy and fast. Their support and training were awesome.
Jerry Kambic | TrustRadius Reviewer

Alternatives Considered

Conversocial

Early on we did comparisons with Hootsuite and later with Adobe. While they have similarities, the difference at the time and likely currently, was the personal interest and general accessibility of Conversocial's platform and people. The combination of an effective CRM solution and a team that was readily available to help proved to be the winning formula for our business.
Conway Stone | TrustRadius Reviewer

Critical Mention

We used to use a program called TVEyes to track for coverage. Critical Mention can track more sites, is more user-friendly, and has specific audience numbers for most of the broadcast outlets it tracks. It also is easier to search on Critical Mention over TVEyes for most items.
Anonymous | TrustRadius Reviewer

Return on Investment

Conversocial

  • On Twitter alone, tweets sent from @CBC (including @replies to followers) totalled more than 50,000 in the past year.
  • The average volume from other North American broadcast network was around only 4,000.
Dan Fricker | TrustRadius Reviewer

Critical Mention

  • Every week the department I am a part does dozens of searches on Critical Mention. We use it as our primary search engine for all things broadcast.
  • One negative aspect is that we do not know where Critical Mention gets their audience viewing numbers from so we just have to take it as their word.
  • Another negative aspect is that we are limited on the amount of time that one clip can be so we have to share several clips of the same show with our clients.
Keith Wald | TrustRadius Reviewer

Pricing Details

Conversocial

General

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

Critical Mention

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional

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