November 18, 2014
JackThreads' use of Conversocial for Social Customer Service
Reliability and Availability
9
TrustRadius
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.PNGConversocialJackThreads' 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
Unspecified
Conversocial
14 Ratings
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