Overall Satisfaction with Conversocial
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!
- Quick customer service.
- Quick and accurate reporting.
- Back-up scans performed on Facebook - we'd like to see these happen more often.
- Increased employee efficiency.
- More accurate reporting - contact type, sentiment, and total engagement percentage.
Compared to systems used in the past, Conversocial is superior because of their excellent service and ability to integrate all of social media into one program, saving enormous amounts of time.
Conversocial is really helpful for businesses who get a lot of customer support volume on Facebook and Twitter specifically. The tool brings both websites together in an easy-to-use format and ensures that customer support/marketing are reaching every customer who needs assistance.