Verint Channel Automation is a social customer service software that enables companies to engage in large volumes of social media conversations with their customers. The cloud-based software combines intelligent prioritization with team management workflows.
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VinTank
Score10 out of 10
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VinTank is a social media management solution for the wine and restaurant industry. Measuring over 350 million conversations about wine, profiling over 14 million social wine consumers and serving over 4500 wine brands, VinTank helps wineries and restaurants connect and understand their customers.
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.
VinTank is a tool for many facets of the wine and restaurant industry. Depending on the scale of your business, this tool can be managed and dispersed by an enterprise manager or solely owned by a social media/community manager. The ability to add multiple users and assign responses allows efficiency and proper knowledge to address specific issues brought by our social customers
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Complete Social Channel Management - A platform integration (such as Hootsuite) for planning, scheduling, posting and team management on a larger scale. Would mean one less social management platform for myself.
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.)
Given the value of the tools presented, VinTank is a no-brainer. Being able to monitor social mentions of brands, segment customers on various interaction levels, enhance consumer response and experience, all while discovering new and influential customers make VinTank a must have software product for wineries and restaurants. Context of our social mentions have become extremely powerful and VinTank has delivered the tools to use this data to its full potential to deliver true ROI
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
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.
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.
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.
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.
Enhances Customer Service - Can discover conversations taking place and cater to the needs of our consumers in a more timely manner. Can also segment consumers based on interactions, purchasing behavior (with Vin65 integration) and influence.
Discovers and Creates New Customers - I am able to discover potential customers with geolocation targeting and social prospecting. This helps drive traffic to our businesses while growing social awareness of our products.
Efficient Customer Service Response - Continuous social monitoring allows me to stay on top of brand conversations and ensure timely responses to customer needs and dialog.
