What users are saying about
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.2 out of 100
Based on 15 reviews and ratings
Top Rated
315 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.2 out of 100
Based on 315 reviews and ratings
Feature Set Ratings
Incident and problem management
Conversocial
Feature Set Not Supported
N/A
7.5
Salesforce Service Cloud
75%
Salesforce Service Cloud ranks higher in 6/6 features
Salesforce Service Cloud ranks higher in 6/6 features
Organize and prioritize service tickets
N/A
0 Ratings
8.1
81%
54 Ratings
Expert directory
N/A
0 Ratings
7.0
70%
39 Ratings
Subscription-based notifications
N/A
0 Ratings
7.2
72%
46 Ratings
ITSM collaboration and documentation
N/A
0 Ratings
7.0
70%
41 Ratings
Ticket creation and submission
N/A
0 Ratings
7.8
78%
55 Ratings
Ticket response
N/A
0 Ratings
7.8
78%
54 Ratings
Self Help Community
Conversocial
Feature Set Not Supported
N/A
6.8
Salesforce Service Cloud
68%
Salesforce Service Cloud ranks higher in 2/2 features
Salesforce Service Cloud ranks higher in 2/2 features
External knowledge base
N/A
0 Ratings
6.6
66%
45 Ratings
Internal knowledge base
N/A
0 Ratings
7.0
70%
50 Ratings
Multi-Channel Help
Conversocial
Feature Set Not Supported
N/A
7.3
Salesforce Service Cloud
73%
Salesforce Service Cloud ranks higher in 5/5 features
Salesforce Service Cloud ranks higher in 5/5 features
Customer portal
N/A
0 Ratings
6.9
69%
38 Ratings
IVR
N/A
0 Ratings
6.7
67%
24 Ratings
Social integration
N/A
0 Ratings
7.4
74%
33 Ratings
Email support
N/A
0 Ratings
7.8
78%
55 Ratings
Help Desk CRM integration
N/A
0 Ratings
7.9
79%
48 Ratings
Attribute Ratings
- Conversocial is rated higher in 3 areas: Likelihood to Recommend, Support Rating, Online Training
- Salesforce Service Cloud is rated higher in 3 areas: Likelihood to Renew, Usability, Performance
- Conversocial and Salesforce Service Cloud are tied in 1 area: Availability
Likelihood to Recommend
8.2
Conversocial
82%
11 Ratings
7.6
Salesforce Service Cloud
76%
61 Ratings
Likelihood to Renew
9.1
Conversocial
91%
6 Ratings
9.6
Salesforce Service Cloud
96%
4 Ratings
Usability
8.2
Conversocial
82%
5 Ratings
8.4
Salesforce Service Cloud
84%
11 Ratings
Availability
8.7
Conversocial
87%
4 Ratings
8.7
Salesforce Service Cloud
87%
7 Ratings
Performance
8.5
Conversocial
85%
4 Ratings
8.6
Salesforce Service Cloud
86%
7 Ratings
Support Rating
8.2
Conversocial
82%
9 Ratings
7.2
Salesforce Service Cloud
72%
29 Ratings
In-Person Training
9.1
Conversocial
91%
1 Rating
Salesforce Service Cloud
N/A
0 Ratings
Online Training
9.1
Conversocial
91%
3 Ratings
9.0
Salesforce Service Cloud
90%
1 Rating
Implementation Rating
9.1
Conversocial
91%
6 Ratings
Salesforce Service Cloud
N/A
0 Ratings
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.
Digital Marketing Manager, Social Media
BMOFinancial Services, 10,001+ employees
Salesforce Service Cloud
Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Head of ICT Solutions
Arvato UKOutsourcing/Offshoring, 1001-5000 employees
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.
Social Media Community Manager
University of PhoenixEducation Management, 10,001+ employees
Salesforce Service Cloud
- Flexibility of data tracked, displayed, reported on, and customized.
- Single source of truth for support, implementations, sales and management.
- Ability to integrate through built-in app exchange and easy API.
- Reporting and emailed reports with direct links to drill down into data.
- Do virtually whatever you "need" to do.
Director of Product Development
BeyondPay, Inc.Computer Software, 11-50 employees
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.
Social Media Project Manager
Internet Marketing Inc.Consumer Electronics, 501-1000 employees
Salesforce Service Cloud
- Incredibly complex to set up and configure.
- Multiple points of potential failure.
- Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
- Front-facing community is extremely difficult to configure and comes with many limitations.
- No help is provided by Salesforce without expensive Premiere Support plans.
- Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.

Verified User
Technician in Customer Service
Hospital & Health Care Company, 11-50 employeesPricing Details
Conversocial
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Starting Price
—Salesforce Service Cloud
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$65 per month
Likelihood to Renew
Conversocial
Conversocial 9.1
Based on 6 answers
The only two reasons we would not continue using Conversocial are it's lack of comprehensive analytics and its lack of Radian6's categorization tools. Tags make up for the categorization pretty well, however, and we're considering switching everything over to this now that we've tested tags for a couple months within Conversocial. (I previously wrote that Conversocial lacks support for some social channels like Instagram, LinkedIn, and YouTube, but they have now added Instagram and YouTube.)
Social Media Community Manager
Apollo GroupHigher Education, 10,001+ employees
Salesforce Service Cloud
Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 51-200 employeesUsability
Conversocial
Conversocial 8.2
Based on 5 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
Social Media Community Manager
Apollo GroupHigher Education, 10,001+ employees
Salesforce Service Cloud
Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.

Verified User
Manager in Customer Service
Computer Software Company, 51-200 employeesReliability and Availability
Conversocial
Conversocial 8.7
Based on 4 answers
Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.
Social Media & Mobile Manager
HertzAutomotive, 10,001+ employees
Salesforce Service Cloud
Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.

Verified User
Administrator in Information Technology
Computer Software Company, 201-500 employeesPerformance
Conversocial
Conversocial 8.5
Based on 4 answers
Extremely fast, practically in real time.
Customer Engagement Manager
JackThreadsRetail, 51-200 employees
Salesforce Service Cloud
Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Technical Support Manager
Videojet TechnologiesPrinting, 1001-5000 employees
Support Rating
Conversocial
Conversocial 8.2
Based on 9 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.
Social Media Community Manager
Apollo GroupHigher Education, 10,001+ employees
Salesforce Service Cloud
Salesforce Service Cloud 7.2
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.

Verified User
Project Manager in Marketing
Automotive Company, 5001-10,000 employeesIn-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.
Social Media & Mobile Manager
HertzAutomotive, 10,001+ employees
Salesforce Service Cloud
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.
Social Media & Mobile Manager
HertzAutomotive, 10,001+ employees
Salesforce Service Cloud
Salesforce Service Cloud 9.0
Based on 1 answer
No answer on this topic is available.
Implementation Rating
Conversocial
Conversocial 9.1
Based on 6 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.
Customer Engagement Manager
JackThreadsRetail, 51-200 employees
Salesforce Service Cloud
No score
No answers yet
No answers on this topic
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.
Digital Marketing Manager, Social Media
BMOFinancial Services, 10,001+ employees
Salesforce Service Cloud
I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.

Verified User
Engineer in Engineering
Building Materials Company, 1001-5000 employeesReturn on Investment
Conversocial
- One of the biggest benefits we are seeing is that we have reduced the number of post-holiday complaints coming into head office. Since we are responding to issues and concerns as they arise, we can impact overall customer satisfaction.
- The efficiencies gained from using a centralized platform for managing the response process has enabled us to reduce our team by 50%.
- We can track that we are responding to a fan's first message within 30 minutes.
- We can track the number of messages each user engages with.
- We can see the most effective times of day to post and reply.
Social Media Manager
Haven HolidaysLeisure, Travel & Tourism, 1001-5000 employees
Salesforce Service Cloud
- While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
- Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
- We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool

Verified User
Program Manager in Customer Service
Computer Software Company, 10,001+ employees