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Conversocial - Our preferred platform for Social Media Customer Service
July 23, 2013

Conversocial - Our preferred platform for Social Media Customer Service

Andrey Grigoryev | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Professional

Modules Used

  • All

Overall Satisfaction

  • Intelligent 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
It meet our business needs in the this space better than competitors.
Conversocial is the clear leader in this space. We're glad we picked them, and while many of the others have stopped innovating, these guys are always coming up with new features to improve the product. They're also a pleasure to work with. Highly recommend.

Product Usage

50 - Customer Service
Marketing
PR
2 - User administrator
  • Deployment of customer care team on Facebook & Twitter
  • Publication of marketing content
  • Monitoring/reporting

Evaluation and Selection

Combination of TweetDeck, ScoutLabs and other free tools.
We performed a full evaluation of HootSuite, SocialEngage, and Oracle RightNow. Conversocial was selected for several reasons, including the intuitive interface (very important for CS agents, who are already working in a multitude of complex systems), capacity to support our custom workflows and assignment processes, and the robust analytic dashboard capable of reporting on metrics specific to customer care. The excellent support and flexibility in customizing of the tool for our purposes were critical selling factors as well.

Implementation

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).
  • Vendor implemented
  • Implemented in-house

Training

  • Online training
  • In-person training
  • Self-taught
Comprehensive training in all aspects of the software and general usages (including social media) for both agents and managers. Simulation workshops really made the live deployment process very smooth.
Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.

Configuration

Customized the setting to fit our workflows.

Support

Another of the great highlights of working with this vendor - fantastic support - timely and solves the issue in short order. Very flexible in adding features we request.
No - Premium support comes with the package.

Usability

One of the key features of this tool - the intuitive interface and easy UX masking a rich functionality set.

Reliability

Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.
Best-in-class for a fully on-line solution. Can always be faster (as anything else in the cloud)

Integration

Vendor Relationship

Very easy, willing to go the extra mile on demos, setting up pilots, etc. Worked with us to make sure we were getting the most from the tool.
Pricing model is very transparent. Not much special negotiation - competitively priced from the outset.