Conversocial 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 to enable companies to quickly and efficiently join and create conversations with their customers. Companies including Hertz, Tesco, Groupon, and Go Daddy have seen decreases in time and cost to serve by using Conversocial.https://media.trustradius.com/product-logos/kM/M2/A93TGOK6PMTQ.PNGConversocialConversocial...more like ConverAwesome2014-05-01T22:17:44.398ZConversocial is used by our Digital Marketing team to manage workflow for our social media channels.,Increases productivity by reducing the amount of time spent responding and monitoring our highly active social media channels. History of interactions are grouped by individual conversations providing quick and easy research options. Customer support is beyond fantastic. Questions are answered almost immediately from the Conversocial team.,It could be easier to group together individuals who have interacted with out brand the most.,Increased employee efficiency Drastically eeduced number of "lost" or "forgotten" cases Allows digital team to provide better service and research support to the Customer Relations team,10,,10,10,10,10,10Jeff KingJackThreads' use of Conversocial for Social Customer Service2013-06-11T15:24:19.352ZAllows us to handle social volume at an extremely productive rate while still gathering dispositioning data on customer interactions. We're able to easily download data sets for business analysis and anecdotal evidence. Allows us to proactively provide service to customers who have not yet directly reached out to our department, which increases our likelihood of recovering those customers.,Training/approval modules are useful, but it's difficult to collaborate dynamically in helping agents rewrite their responses if they're not approved. It's possible to either reject or approve an outgoing message from an agent, but it's difficult to edit the message and make some suggestions to send back to the agent and have him modify it before re-submitting for approval.,With a contact per hour rate 7-10 X faster than before, we're saving on cost per contact.,9,,2,2,Conversocial allows us to connect with customers who reach out to us over social media effectively and provide resolutions that exceed their expectations and industry standards. Conversocial gives us the ability to efficiently proactively search for customers who need help with service issues, order conversion, or product recommendations.,9,,Vendor implemented,10,Online training Self-taught,9,The basics are easy to learn, but to achieve full efficiency, I would recommend some training.,No,9,10,9,10,We're actively looking for ways to integrate Conversocial with our own Facebook API/log-in tool.David TullConversocial - Our preferred platform for Social Media Customer Service2013-07-23T15:51:06.249ZIntelligent prioritization of actionable communications Custom workflows and assignments so each message can be routed to the appropriate agent Reports with not only the usual social/engagement stats, but also metrics that are compatible with traditional call center metrics to enable apples-to-apples performance comparisons. Full publication management capability on FB and Twitter for marketing posts Comprehensive permissions & drafting/approval tools to enable easy on-boarding of new users & agents Great interface - very easy to use and require minimal training. A key differentiator.,Could have more filtering options and improved search capability in the archives. UI clarity of back-end screens could be improved Integration of additional social networks would be welcome, especially LinkedIn, YouTube, & Instagram Mobile accessibility is fairly limited Analytics could be more flexible in terms of filtering and view options,Improved loyalty/retention Improved social sentiment Cost savings by addressing issues before they hit call center/email,10,10,50,2,Deployment of customer care team on Facebook & Twitter Publication of marketing content Monitoring/reporting,,,Vendor implemented Implemented in-house,10,Online training In-person training Self-taught,10,10,Customized the setting to fit our workflows.,No,10,10,10,9,CRM,,Pricing model is very transparent. Not much special negotiation - competitively priced from the outset.Andrey Grigoryev
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Reviews (1-3 of 3)
November 18, 2014
Score 9 out of 10
Read David Tull's full review
Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.
July 23, 2013
Score 10 out of 10
Read Andrey Grigoryev's full review
100% in the cloud - minimal implementation on our end, didn't have to get IT involved (just downloaded Chrome to optimize performance, which everyone should do anyway).
Conversocial Scorecard Summary
Conversocial is a customer engagement platform that promises to deliver a unified approach to a new generation of customer care. The vendor says Conversocial enables hundreds of global brands including Google, Tesco and Hertz to ensure they are supporting in-the-moment resolution, at scale, to drive profitable and lasting relationships on all Social Messaging channels. Conversocial aims to create a clear digital path for brand and consumer engagement that combines excellent technology and services.
Does not have featureFree Trial Available?No
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Optional
Conversocial Customer Size Distribution
|Small Businesses (1-50 employees)||0%|
|Mid-Size Companies (51-500 employees)||70%|
|Enterprises (> 500 employees)||30%|
Conversocial Support Options
Conversocial Technical Details
|Supported Languages:||English, French, German, Spanish|