Conversocial - The Customer Care Powerhouse
Updated November 13, 2014
Conversocial - The Customer Care Powerhouse
Score 8 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Conversocial
Conversocial was used for a past client primarily for social media customer service related issues. I truly believe that Conversocial understands and recognizes the importance of agents being active on social media. It is a convenient and reliable way to manage social interactions across all channels. Department managers can also collaborate on responses and track issues more efficiently. Since the tool is meant to improve customer care efficiency on social media, the reporting feature is structured to highlight how customer care experts are managing the influx of messages and conversations. Businesses can get valuable insight into how many messages are coming in, the times that messages are often coming in, the sentiment surrounding those conversations, and how long it takes different agents to answer questions. In addition, businesses can analyze brand mentions, tags and word clouds with common terms associated with their brand. From this information, businesses can then re-evaluate how their social care processes are impacting their business goals and brand sentiment both online and offline.
- Businesses can analyze how long it takes different agents to respond to customer inquiries on social media. This helps them understand staffing, response time, and how to become more efficient with customer care.
- By utilizing the tagging and sentiment features across all conversations, businesses can better understand what their customers are talking most frequently about on social media and whether it's positive or negative. This can help identify frequent product issues that may lead to future design improvements.
- Through the dashboard, customer representatives can also easily assign conversations to the appropriate team member. This makes it more efficient for different managers to handle different conversations related to their product expertise.
- I would like to see an improvement in the reporting dashboard which is something I mentioned to Josh (the CEO) on a call back in April. He said that it is something they are working on but to remember that this is truly a customer service social media platform so some of the features that I would like to see may not fit well with the users of the product.
- Conversocial was used to improve communication for customer service related inquiries on social media. Since I was using the product on behalf of another business, I don't know the ROI.
I have experience with Hootsuite, Sprout Social, Simplify 360, Conversocial, Radian6, Cision, and Wildfire. Each of the platforms has a different strength. Conversocial excels at customer service management while Sprout Social is ideal for social media monitoring/engagement, reporting, and identifying influencers. Radian6 is beneficial for monitoring and tracking conversations. Wildfire is no longer available but it was an advanced platform with robust capabilities. More information about the platforms I have used can be found in a blog post I wrote here: http://www.internetmarketinginc.com/blog/social-media-battle-royale/.