Conversocial is a cloud-based social customer service solution capable of enabling customer engagement across social messaging channels such as Messenger, Facebook, Twitter, WhatsApp, Instagram, WeChat, YouTube and more with security and control. It is suitable for a range of industries, including travel, hospitality, retail, banking, telecommunications, utilities and healthcare.
Conversocial provides an Auto Conversation Distribution (ACD) system, which delivers customer service by distributing conversations among agents. It offers a real-time reporting and tracking module, which provides insights related to customer feedback and team performance. The software also provides prioritization and a unified inbox for the sorting and filtering of social media data.
This solution also offers agent collaboration features, such as approval systems, internal notes, team-based routing, collision controls and unified queue. Its conversation threading feature combines messages and posts from various sources into a single conversation for greater context.
Conversocial is capable of integrating into an organization’s existing customer relationship management (CRM) platform such as ZenDesk, SalesForce, Pega and Oracle, as well as in-house systems via Conversocial's API.
Amy from University of Phoenix
Conversocial stuck out to me above other social media listening tools because of its simplicity and easy to use platform. The layout of Conversocial is strategic and everything seems to have a place. The shortcut options are quick and I love how easy it is to use their keyword search (for the most part). My other favorite features from Conversocial are the way they pull up previous engagements. You can see how many times each user has mentioned your company/brand/school and then can view those previous conversations. With other engagement tools, I've had to click around a few times to view previous engagements, or there is no option to view them. Conversocial has found a very efficient way to provide this data. They also have a wonderful tech support team and are quick to act whenever myself or my team experienced issues. The tagging options were simple to use as well.
I wish Conversocial had an app for their platform. Since conversations on social media occur 24/7, it'd be nice to quickly access Coversocial from my phone and archive, respond, etc. quickly. I also wish it was easier to bulk archive in Conversocial as well as only search for items that weren't already assigned or archived. All in all, this is a great platform, though.
Conversocial is a great listening tool and I'd recommend it to any company just starting out with social media as it is extremely easy to use. If your company doesn't need a ton of random, added features, then this is perfect. I'm not extremely familiar with the reports and data Conversocial can pull, so I recommend researching these features before you decide if Conversocial is the right listening and engagement tool for your company.
Nolan from University of Phoenix
The best thing about Conversocial is its ease of use when monitoring and engaging several social media accounts. My team used Conversocial to monitor conversations on 60+ Facebook pages and multiple Twitter accounts, but I've also used Salesforce Radian6, Salesforce Social Studio, Percolate, and Hootsuite. Conversocial has one of the best user interfaces I've encountered. It's easy to select single or multiple accounts and channels, apply tags for categorization, assign out to different team members, and even create and use macros to do several actions at once. Plus, Conversocial has keyboard shortcut keys for most of these actions, which other platforms are either completely lacking or too limited. The team at Conversocial were always great to work with and responsive to service requests or questions.
The only reason my team stopped using Conversocial was to switch to a more fully-featured social media management suite so we could have all aspects of social managed within one platform (Monitoring, Publishing, Listening, Reporting, etc). If you're looking for a point solution, Conversocial's great. They do have some limited reporting and are working on further offerings there.
Decide what you need your social media management software to accomplish. If it's just monitoring and engaging with inbound messages, a tool like Conversocial is great; it specializes in a single area. If you need an enterprise-level solution that handles all the different areas, then it may not be the best. My team used three or four different tools concurrently for three years before switching to a platform that combines everything. When doing so, be prepared to sacrifice some of the specialized features of tools like Conversocial.
Paul from Karcher UK Ltd
The staff are very helpful and always willing to help. The program is so easy to use and would say reduces response times having all channels in one place.
The only critique I would have is when sentimenting a thread you have to do each one individually.
There is no other that compares. It is a onestop platform for all you social media and is so simple and easy to use and the customer support, should you need it is very efficient.
David from JackThreads
Not only does the technology meet our needs, the partnership with Conversocial as an organization is incredibly valuable. They consistently position themselves in an anticipatory industry foothold, helping us identify and meet opportunities to stay ahead of customer expectations. This holds for reporting, associate experience, and the partnerships they build with social media entities. We have a solution and subject matter experts that help us use it to its fullest capacity.
Hard to pick out anything in particular. Any issues we've had, we've been able to work quickly to either resolve or road-map solutions.
This is a pure play customer service solution. We don't use it for any outbound marketing, but it certainly has capabilities along those lines. Highly recommended if you're prioritizing social customer care.
Tom from Sunburst Ventures
I like their tracking system and how it has a record of all past contact calls. I also like the keyword search tool.
They need to create an app for my phone so I can manage more calls when I am traveling. I also thought the price was high for a small business.
David from JackThreads
We use Conversocial to support inbound customer service requests on Instagram, Twitter and Facebook. They've been a tremendous partner and have helped us expand our social footprint from within customer service to not only help our customers but serve the rest of our organization through community management and growth. Thanks to their partnership, we've been able to push the boundaries of Twitter engagement by enraging with users based on unique search terms apart from our brand.
Made our agents markedly more efficient (10X as many responses as if we handled natively or through deck-based platforms) but maintains the native experience within their tool. Great prioritization components as well.
Reporting is relatively static, but continues to evolve.