TrustRadius
Conversocial Review 8 of 10
"Conversocial Review"
https://www.trustradius.com/social-media-customer-serviceConversocialUnspecified814101
Updated August 11, 2014

"Conversocial Review"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Software Version
Professional
Modules Used
Conversations

Overall Satisfaction with Conversocial

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.
  • The latest version of Conversocial (called Conversations) brings messages together grouped by conversation or discussion topic. This allows us to quickly see related messages before assigning or responding to a post.
  • Conversocial allows us to view all the posts from our various channels in one inbox, or to choose which channels to view. With 50+ different Facebook accounts to monitor, this is a huge time saver for us. We can also filter by only private messages.
  • Notes made on individual comments are now visible in the main view, as is the whole action history for those comments, allowing us to have all the information we need to make decisions.
  • Another feature I love is the ability to simply scroll up or down to view older or newer messages from a user whose comment you have selected in the main view.
  • Keyboard shortcuts allow for quick and easy marking of sentiment. They even have keys that mark the sentiment and archive the post at once, saving us extra clicks.
  • Conversocial has a start on analytics, especially with the ability to change time periods to view, but more features are needed here.
  • User profile information is shown on the right now, but for this to be really useful, we need to be able to edit this information and to store additional data we find on each user.
  • Getting through a large number of posts (50+) can sometimes be difficult because they are all arrayed on the left, but only about 20 per page show, and longer messages do not show completely in that view. You can use the check boxes on the left to select multiple messages and assign or archive them all at once. This is not a big issue but could be improved.
  • Increased employee efficiency
  • Better customer service because we can respond to our customers and potential customers faster and on their preferred channel.
I have used HootSuite and Salesforce Radian6 and so far, Conversocial is my favorite. Where Radian6 excels for categorization of posts, Conversocial has a much easier learning curve. I did not use HootSuite for more than a month before the company switched us to Conversocial so I can't really offer a comparison there.
The only two reasons we would not continue using Conversocial are it's lack of comprehensive analytics and its lack of Radian6's categorization tools. Tags make up for the categorization pretty well, however, and we're considering switching everything over to this now that we've tested tags for a couple months within Conversocial.
(I previously wrote that Conversocial lacks support for some social channels like Instagram, LinkedIn, and YouTube, but they have now added Instagram and YouTube.)
If you only have one or two accounts to monitor or a very low volume of messages, then you probably don't need a listening tool like Conversocial. But for groups in the opposite situation, it excels.

Evaluating Conversocial and Competitors

Yes - We replaced Hootsuite. I'm not sure, I had just joined the team then (over two years ago).
  • Price
  • Product Features
  • Product Usability
The biggest factor was usability. Conversocial offers a comprehensive set of features but many other products go beyond Conversocial in number of features. However, they user interface Conversocial has built makes the job easier. It also does not require significant training, users were up and running in less than a day.
A free demo period would be useful, as other vendors are currently offering.

Conversocial Support

Our account rep at Conversocial has set up a call with me every two weeks to check in, talk about new features, or answer questions. I know I can email or call her for help anytime. Their support team also responds quickly.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
When I asked support why the number of conversations shown in analytics was higher than the number of messages shown, instead of lower as it usually was, the responding rep went above and beyond in exploring the issue and explaining it.

Using Conversocial

Because of the number of features it offers and the manner in which they're presented. I've explored a number of other tools that just don't do it as well. When sorting through and responding to hundreds of social media messages each day, the number of clicks it takes to do something really matters. Conversocial does a great job of minimizing clicks and presenting the data we need without having to click to find it.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Assigning posts to team members. I can select multiple posts at once and then select the team member from a drop-down menu.
  • Adding tags to posts. Shortcut keys make this even easier.
  • Viewing previous interactions from the user I have selected - they all show up in the main view, just scroll down or scroll up.
  • Banning a user from Facebook. This can be done from within Conversocial with just a click and a confirmation.
  • Choosing which Platform/channel to view items from. One can also select multiple channels and all items come into the unified queue.
  • View simple analytics for a selected time period, such as # of items tagged with specific tags, or # items each team member responded to and average handling times.
  • For Twitter, I love how Conversocial readily shows the selected user's profile info on the right, including number of followers. In our other tool, Radian 6, this requires an additional two clicks and takes time to load, making it faster to just click though to the web profile.
  • Ban a user from several brand Facebook pages at once - this is not supported, you have to ban the user from each page one by one. For a brand with 60+ pages, this can be frustrating when it happens.
  • Analytics - they need more comprehensive analytics, which they are working on.
  • Conversocial's search feature can be frustrating sometimes. When searching for a user profile name, for example, it seems that it sometimes finds it and other times does not. I haven't been able to nail this down yet for sure.