What users are saying about
28 Ratings
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Score 9.3 out of 100
15 Ratings
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Score 8.2 out of 100

Attribute Ratings

  • Critical Mention is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating, Implementation Rating
  • Verint Messaging (former Conversocial) is rated higher in 1 area: Availability

Likelihood to Recommend

9.2

Critical Mention

92%
20 Ratings
8.2

Verint Messaging

82%
11 Ratings

Likelihood to Renew

10.0

Critical Mention

100%
7 Ratings
9.1

Verint Messaging

91%
6 Ratings

Usability

9.0

Critical Mention

90%
2 Ratings
8.2

Verint Messaging

82%
5 Ratings

Availability

8.0

Critical Mention

80%
2 Ratings
8.7

Verint Messaging

87%
4 Ratings

Performance

Critical Mention

N/A
0 Ratings
8.5

Verint Messaging

85%
4 Ratings

Support Rating

10.0

Critical Mention

100%
2 Ratings
8.2

Verint Messaging

82%
9 Ratings

In-Person Training

Critical Mention

N/A
0 Ratings
9.1

Verint Messaging

91%
1 Rating

Online Training

Critical Mention

N/A
0 Ratings
9.1

Verint Messaging

91%
3 Ratings

Implementation Rating

10.0

Critical Mention

100%
2 Ratings
9.1

Verint Messaging

91%
6 Ratings

Likelihood to Recommend

Critical Mention

Critical Mention is great for schools/businesses/etc. that want to know when they are in the news. Sometimes a brand's reputation can suffer greatly if you are not aware of an issue that was posted by a competitor or media outlet If you are not in the news a lot, there is no need for this product.
Tom McGuire | TrustRadius Reviewer

Verint Messaging

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

Pros

Critical Mention

  • Critical Mention's customer service is excellent. Any time we've had a challenge finding a clip or anything, they are on top of it and go above and beyond to make sure we have what we are looking for quickly.
  • The ability to create tailored clips of each mention and quickly share them is unparalleled.
  • The reporting feature is fantastic. It makes it very simple to pull detailed reports and share them with interested parties.
Anonymous | TrustRadius Reviewer

Verint Messaging

  • 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

Cons

Critical Mention

  • I believe the one frustration I have with searching in general that if the closed captioning is not correct on the broadcast end Critical Mention will miss that data. Which is not a Critical Mention issue and does overcome depending on the search. Also, it would be great if you wanted to capture a complete 30 minutes newscast, it could be done by using the search. The clips need to be about to handle 30-minute programs.
  • One nagging issue when using Critical Mention is that it does not save e-mail addresses when sending a report and this requires a waste of time having to type in e-mails that should be able to be pulled from the customers' contacts.
  • Also, it would be great if you wanted to capture a complete 30 minutes newscast, it could be done by using the search. The clips need to be able to handle 30-minute programs.
Jerry Kambic | TrustRadius Reviewer

Verint Messaging

  • 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

Pricing Details

Critical Mention

General

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

Starting Price

Verint Messaging

General

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

Starting Price

Likelihood to Renew

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

Verint Messaging

Verint Messaging 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.)
Nolan Perry | TrustRadius Reviewer

Usability

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

Verint Messaging

Verint Messaging 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
Nolan Perry | TrustRadius Reviewer

Reliability and Availability

Critical Mention

Critical Mention 8.0
Based on 2 answers
No answer on this topic is available.

Verint Messaging

Verint Messaging 8.7
Based on 4 answers
Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.
Andrey Grigoryev | TrustRadius Reviewer

Performance

Critical Mention

No score
No answers yet
No answers on this topic

Verint Messaging

Verint Messaging 8.5
Based on 4 answers
Extremely fast, practically in real time.
David Tull | TrustRadius Reviewer

Support Rating

Critical Mention

Critical Mention 10.0
Based on 2 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

Verint Messaging

Verint Messaging 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.
Nolan Perry | TrustRadius Reviewer

In-Person Training

Critical Mention

No score
No answers yet
No answers on this topic

Verint Messaging

Verint Messaging 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

Online Training

Critical Mention

No score
No answers yet
No answers on this topic

Verint Messaging

Verint Messaging 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

Implementation Rating

Critical Mention

Critical Mention 10.0
Based on 2 answers
Critical Mention implementation was easy and fast. Their support and training were awesome.
Jerry Kambic | TrustRadius Reviewer

Verint Messaging

Verint Messaging 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.
David Tull | TrustRadius Reviewer

Alternatives Considered

Critical Mention

Burrelles is confusing and outdated. Critical Mention works on the side of the account team and understands our needs better. I was able to share hundreds of outlets that I wanted to be included in my online search and Critical Mention added all of them in less than a day I was seeing better results in my searches. The possibilities with Burrelles seem limited while Critical Mention's online monitoring service really lets me craft reports the way I want to
Anonymous | TrustRadius Reviewer

Verint Messaging

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

Return on Investment

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

Verint Messaging

  • 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.
Lauren Stewart | TrustRadius Reviewer

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