Conversocial is an excellent tool!
June 25, 2013

Conversocial is an excellent tool!

Lauren Stewart | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Professional

Overall Satisfaction with Conversocial

  • We use Conversocial to monitor what customers are saying about our holiday properties in real-time on Facebook and Twitter. There are a very large number of conversations going on simultaneously - around 100 incoming messages per hour - and we have a team of employees monitoring these conversations.
  • Conversocial solves the problem of keeping track of all these customers conversations, so we can keep building the relationship with each and every guest and fan.
  • The tool has excellent reporting that allows us to clearly track and share the volume of responses our team does each day, and also keep a record of response time.
  • Being able to track comments in TripAdvisor in addition to Facebook and Twitter would be great. Conversocial does not allow us to monitor comments and reviews on TripAdvisor yet, but Conversocial hopes to introduce this capability soon. Right now, each individual property has to manage TripAdvisor responses individually.
  • One of the biggest benefits we are seeing is that we have reduced the number of post-holiday complaints coming into head office. Since we are responding to issues and concerns as they arise, we can impact overall customer satisfaction.
  • The efficiencies gained from using a centralized platform for managing the response process has enabled us to reduce our team by 50%.
  • We can track that we are responding to a fan's first message within 30 minutes.
  • We can track the number of messages each user engages with.
  • We can see the most effective times of day to post and reply.
We looked at a number of different tools including Radian6 and Synthesio. Ultimately Conversocial was the right choice for us since it has a very simple-to-use interface. This is important for our team which is not highly technical and would struggle with some of the more complex tools out there.

Using Conversocial