Verint Messaging

We use Conversocial to manage the flux of customer service inquiries and discussions from multiple social media channels so that we can change the customer experience, increase agent productivity and improve operational efficiency. It is an orderly, easily navigated platform for routing and answering social media customer inquiries and comments.

Conversocial is used by CBC's Audience Relations department, in order to help us better connect with Canadians through Social Media. In an effort to improve our audience experience online, we've developed a Social strategy that focuses primarily on facilitating a two-way dialogue via @CBC, leveraging the conversational elements of social media - allowing us to actually be social.

Conversocial is used by our Digital Marketing team to manage workflow for our social media channels.

Our business used Conversocial to remedy our CRM needs in social media. We've recently implemented it in our Customer Contact Centre to address our clients customer service needs with more proficiency. It helped to organize communications received through Social Media and provided a platform to respond to those clients in a quick manner.

Conversocial was used for a past client primarily for social media customer service related issues. I truly believe that Conversocial understands and recognizes the importance of agents being active on social media. It is a convenient and reliable way to manage social interactions across all channels. Department managers can also collaborate on responses and track issues more efficiently. Since the tool is meant to improve customer care efficiency on social media, the reporting feature is structured to highlight how customer care experts are managing the influx of messages and conversations. Businesses can get valuable insight into how many messages are coming in, the times that messages are often coming in, the sentiment surrounding those conversations, and how long it takes different agents to answer questions. In addition, businesses can analyze brand mentions, tags and word clouds with common terms associated with their brand. From this information, businesses can then re-evaluate how their social care processes are impacting their business goals and brand sentiment both online and offline.

I've been using Conversocial on behalf of Thumbtack.com's customer support department for approximately three months now. We're impressed with the ease of use of the system - it has helped us greatly improve our engagement with customers, as well as reporting. I'm delighted with the quick response times by their support department if we ever have an issue. They've also made efforts to ensure that we're comfortable using the tool. Our main suggestion for improvement at this point in time would be to increase the amount of back-up Facebook scans performed each day, so that we can reach a response rate closer to our goals on as many contacts as possible. Overall, myself and the social media support department on Thumbtack are completely happy with Conversocial! **Update: Conversocial now performs back-up scans several times a day. Our response rates are now on track. Thank you!

Conversocial is currently used by the social media team to monitor all of the brand's Facebook accounts. We currently have 7 users who monitor and reply to posts and comments. We are able to assign messages to various team members, as well as track sentiment and other metrics. This allows us to more easily listen to our communities and engage our fans and customers.