TrustRadius Top Rated Social Media Management Badge for Enterprise 2015

Conversocial

Social Media Management Software

Software Profile & Review Summary

Conversocial is a highly rated software product that specializes in social customer care. Per the reviews on TrustRadius, most of Conversocial's clients use the product to respond to and engage with their audiences via social.

Customers span multiple industries, including retail, financial services, higher education, transportation, and leisure. Some of Conversocial's customers include Hertz, Google, BMO Financial Services, Food Lion, and University of Phoenix.

*Vendor provided
Best used for: Social customer care
Not as strong for: Social publishing and marketing-focused analytics
Most often compared to: Sprout Social
Customer focus: Enterprises with more than 5,000 employees
Channels covered*: Facebook, Twitter, Instagram, YouTube, Google+

Conversocial Customer Distribution

Conversocial Customer Distribution Pie Chart Source: (9) User reviews of Conversocial on TrustRadius

Aggregate User Ratings of Conversocial on TrustRadius

Source: (9) User reviews of Conversocial on TrustRadius
Rating Attribute Conversocial # of Reviewers Contributing to Rating Average SMMS Category Average
Likelihood to recommend 9.6 9 8.0
Likelihood to renew 9.5 6 7.6
Product usability 10 3 7.9
Product availability 9.5 2 9.2
Product performance 9.5 2 8.3
Support 9.5 4 8.5
In-person training 10 1 8.8
Online training 9.5 2 7.9
Implementation satisfaction 10 2 8.1
Analytics & Insight 7.5 2 8.3
Data Collection 7.5 2 7.8
Publishing 5.5 2 8.7
Engagement 8.7 3 7.9

Summary of Conversocial Reviews

Source: (9) User reviews of Conversocial on TrustRadius
Conversocial Pros Conversocial Cons
User-friendly customer care tool
Most reviewers say Conversocial is easy to use and learn, and is an excellent tool for routing and answering customer comments and inquiries via social.
Not used for/not as great at publishing
Most reviewers say they do not use Conversocial for publishing to social accounts. Some feel the publishing capabilities are not as robust as social marketing tools.
Robust engagement features and automation
In particular, users like the ability to segment and archive conversations, view all previous interactions when engaging with a customer, set up shortcuts and perform bulk actions, set up various tags and filters, create custom workflows, and manage varying user permissions.
Limited to customer-service-focused analytics
A few users say that while the customer-centric metrics are excellent, Conversocial lacks in marketing-centric reporting, such as best posting times, most engaging content, biggest influencers, etc., could be improved.
Insightful customer service analytics
Users say Conversocial provides accurate and useful customer-service-focused metrics, such as response time, handling time, sentiment, and other metrics that are comparable to call center metrics. Users also like the visualization and the ability to download datasets.
Additional features requested
Customers would like to see the following additional features in Conversocial: the ability to bulk ban a Facebook user from all of a brand's accounts versus one page at a time, the ability to edit/store additional user profile info on each customer, improved search, improved mobile access, and additional channels such as TripAdvisor.
Customer support
Users praise the expertise and responsiveness of Conversocial's customer support team.

Conversocial Response to Reviewer Feedback

The Need for a Best-in-Class Partner for Social Customer Care
As a customer, you don't care about 'channel'. You simply want the best possible customer service experience—one that is seamless across different communication platforms (whether you're emailing, in-store, or tweeting). Above-and-beyond, human customer service and a true 'single view of the customer' comes from integration of data across CRM and other contact channels — not by pushing different departments to use the same tools.

Conversocial's customer care-focused platform, services and support with customer service enables the enterprises we partner with to offer best-in-class social customer care to their customers without any compromises in quality or efficiency. Integrating social media into your customer service operations is not about just growing social media. It's about helping social media grow up—with your customers and with your company.