Hootsuite vs Verint Messaging

• The product has a really interactive media library which is very helpful even when we are out of images.
• Customer support of this tool is also very understandable and interactive due to which the experience goes very smoothly.
• It would not be wrong to say that the usability of this product is one of the greatest strengths of Hootsuite.
• With this tool modification of scheduled posts is just so simple and easy to do which yields great results as well.

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• 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.

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• Influencer recruitment - we would like to be able to research potential influencers to join our program.
• Poor reporting and analytics within each platform within the Pro version.
• Somewhat expensive for the functionality provided.
• Only 1 user account provided in the Pro version.

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• 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.

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• Really helps with content management
• Helps show a visual representation of the number of posts per month/quarter as well as results on those posts
• Helped manage inbound messages from consumers on our social channels, and was especially helpful on Twitter and Facebook where we got a lot of customer service messages

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• 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.

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