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JackThreads' use of Conversocial for Social Customer Service
Updated November 18, 2014

JackThreads' use of Conversocial for Social Customer Service

David Tull | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Conversocial

  • Allows 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.
ZenDesk, Hootsuite. Conversocial allowed us to work 7-10X faster than we had previously while still maintaining the "socialness" of the platform, rather than converting the experience into a traditional customer service interaction.

Using Conversocial

2 - Customer Service Associates
  • 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.
Not only has the platform lived up to expectations, but the support team at Conversocial has been extremely open and collaborative.

Evaluating Conversocial and Competitors

We had been working natively in Facebook and utilizing Hootsuite to stay engaged on Twitter.

Conversocial Implementation

Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.
  • Vendor implemented

Conversocial Training

  • Online training
  • Self-taught
The basics are easy to learn, but to achieve full efficiency, I would recommend some training.

Conversocial Support

Our questions are answered quickly and their team is always proactively looking for opportunities to provide support and gather feedback.

Using Conversocial

Seamlessly allows agents to behave socially while working at their normal rate as a CSR on other platforms.

Conversocial Reliability

We've only seen a handful of cases where Twitter has seen some downtime.
Extremely fast, practically in real time.

Integrating Conversocial

  • We're actively looking for ways to integrate Conversocial with our own Facebook API/log-in tool.
The vendors have been very supportive of this integration.