Conversocial

Conversocial

4.5
(42)
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Social customer service solutions.

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Conversocial review by Dorit B.
Dorit B.
Validated Reviewer
Verified Current User
Review Source

"Game Changer for Social Customer Service"

What do you like best?

Conversocial has totally changed the way we address our social users. It has made responding extremely easy and timely with its clean and easy to use platform, and all of the features in between. We're able to capture tons of analytics which helps us improve our social experience even further. The support team alongside our dedicated Conversocial rep have been extremely responsive and helpful with any questions we've brought up.

What do you dislike?

I wish that the analytics were a bit more customizable, so that you could see specific key metrics of your choosing as well as what Conversocial already has set up, but it's something I've expressed to our dedicated rep and is something they are working on, which is great news!

What business problems are you solving with the product? What benefits have you realized?

We are tying together messages received on social to make them easier to respond to in a timely matter. We're avoiding collision of multiple service reps on the same issue, and monitoring trends of specific issues coming in on social.

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Conversocial review by Katie S.
Katie S.
Validated Reviewer
Verified Current User
Review Source

"The best tool out there for Social Customer Service!"

What do you like best?

Conversocial is so simple and easy to use, both myself and my teams love using it. You can tell it has been built with Customer Services in mind. The analytics feature gives the detail you need but is so easy to use. Play Mode is a great feature to ensure that our customers are getting a great quick service from our agents and gives continuity for our customers on who they are speaking to on Social. I also love the new agent dashboard!

What do you dislike?

There isn't anything I have found that I don't like. Conversocial are very digitally minded and forward thinking. They are always asking for your feedback so they can continue to develop the tool. Just when you think it can't get any better it does!

Recommendations to others considering the product

If you are thinking of purchasing Conversocial as a Customer Service Tool then go for it! It can be expensive but is worth every penny in efficiencies.

What business problems are you solving with the product? What benefits have you realized?

The tagging function in Conversocial allows me to quickly identify any key customer trends. The data that can be taken from Conversocial allows me to be able to give feedback back to the rest of the business to help drive some key changes to continually improve as a business.

What Social Customer Service solution do you use?

Thanks for letting us know!
Conversocial review by Anthony C.
Anthony C.
Validated Reviewer
Verified Current User
Review Source

"Vital and easy to use social customer support engagement platform."

What do you like best?

Conversocial is a stable and versatile platform which is easy to configure and provides us with necessary features to fully manage our social care engagement. One of Conversocials strengths is its ability to keep up with social innovations and through partnership with native social platforms deliver new features which help drive our performance and customer experience.

What do you dislike?

Apart from some small improvements to analysis and reporting ( always a difficult area for social I cannot honestly point to any particular shortcomings.

Recommendations to others considering the product

I can certainly recommend Conversocial as a social customer care support option.

What business problems are you solving with the product? What benefits have you realized?

Conversocial allows us to manage work flow effectively, across separate sites and brands, driving engagement, resolution and performance. Platform features allow us to direct messages to correct agent work queues and skill sets, improves our response times, provided follow up function and in platform customer profiling which helps to personalise our engagement.

Conversocial review by Adham H.
Adham H.
Validated Reviewer
Review Source

"Good for engagement with fans"

What do you like best?

It's easy to use, pretty decent interface, everything is explained perfectly and great customer support.

What do you dislike?

It's laggy, especially when you're going through heavy load of conversations, and most of the time if you're flipping through pages it'll bring you back to the first page without even touching anything.

Recommendations to others considering the product

I'd definitely recommend it if you have a large fan base on your social media platforms, I worked on conversocial for 2 years and handled one of the biggest accounts in the middle east "Orange telecommunication company" and it helped us a lot, saved time and saved lots of slip ups that happen if you engage with customers manually through the platforms, I would definitely recommend without hesitation.

What business problems are you solving with the product? What benefits have you realized?

We solved most of our issues and that is engaging with our social media platforms fans, without having to go through the social Media platform itself and handle.kt manually. It's also easy to go through the archives and manage everything or look for a specific conversation with a customer.

Conversocial review by Fabio O.
Fabio O.
Validated Reviewer
Verified Current User
Review Source

"A powerful platform to interact with our users "

What do you like best?

Conversocial is a straightforward platform to learn and use with a very quick set-up time too. The way we can approach all of the support conversations coming our way via different Social Media channels in one place is invaluable, and allows us to contact our users far quicker than before.

What do you dislike?

Not strictly related to the platform, but we'd love a quicker/more efficient way to promote our Social Media channels so that we can filter more conversations through Conversocial.

What business problems are you solving with the product? What benefits have you realized?

Being contacted via multiple channels was previously a slow process, but this has now improved massively. Additionally, the ability to assess all of our Social Media support in one place makes looking at analytics and drawing insights far easier.

Conversocial review by Administrator in Utilities
Administrator in Utilities
Validated Reviewer
Verified Current User
Review Source

"Great product, easy to use and great for managing social customer service. "

What do you like best?

Best part of Conversocial is by far the ease of use - it acts similarly to an email inbox and means no customer is missed. The complaint handling functions are very good and managing workforce within it is also easy. Great support from the Conversocial team too! They know their stuff.

What do you dislike?

It would be great if you could customise your platform to enable you to add in new features - the platform is very much "One size fits all" - with that said, it really is the best fit we could find and great for what we needed.

Recommendations to others considering the product

Go for it!

What business problems are you solving with the product? What benefits have you realized?

It provides us with a secure audit trail of customers and the conversations we have. Massively improves efficiency and allows us to be able to record individual stats on users. Our customer satisfaction increase is for sure a direct effect from us using Conversocial.

Conversocial review by Olga M.
Olga M.
Validated Reviewer
Verified Current User
Review Source

"Conversocial is a must for anyone working with multiple social channels"

What do you like best?

The ability to see all messages in 1 place. It also allows full visibility on responses made and how quickly the responses were made. The account management and support is outstanding.

What do you dislike?

The reporting can be a little restrictive at times overall though, I'm a happy Customer !

What business problems are you solving with the product? What benefits have you realized?

It allows me to report to the business on how we're performing which aids me in building my online strategy. The ability to see all previous conversations helps the team hugely, saves time and the ability to see feedback from customers is a great boost to morale.

Conversocial review by Mick S.
Mick S.
Validated Reviewer
Review Source

"A great platform to help support our digital customer experience"

What do you like best?

It is the best platform for managing our customer contacts and fully supporting the customer journey. The analytics help me promote how well the digital department is working across all digital customer outlets.

What do you dislike?

I have worked with Conversocial for over 2 years and I have yet to find something that has not met my expectations.

Recommendations to others considering the product

Do your own comparisons, check out other providers,... and you will see that Conversocial is the best platform, with the best service for the best price.

What business problems are you solving with the product? What benefits have you realized?

Since using Conversocial, I have been able to show the impact of having a top performing Digital platform to help me service our customer base. Reducing AHT and average speed of response to not only top of the industry but top of the digital environment standard.

Conversocial review by Stuart W.
Stuart W.
Validated Reviewer
Review Source

"A product ahead of the times and continually improving to deliver a fast quality digital experience"

What do you like best?

The analytics that Conversocial provides allows us to continually look at the reasons why customers contact us so we can improve the customer journey. The product is also user friendly.

What do you dislike?

There is nothing that we at First Utility happen to dislike with Conversocial. We're currently pushing the team and our account manager to deploy Whatsapp to give us another digital channel for our customers to contact us.

Recommendations to others considering the product

You won't look back

What business problems are you solving with the product? What benefits have you realized?

We've been able to demonstrate the commercial benefits of having a platform to support our digital operation. Not only are we able to reduce costs due to working concurrently, but we're able to provide a better service which is shown through our CSAT scores in comparison to traditional contact methods such as call/email

Conversocial review by Esteban C.
Esteban C.
Validated Reviewer
Verified Current User
Review Source

"A great way to manage your costumer service"

What do you like best?

How easy it lets you connect with your clients and manage your costumer service. It is a really usefuel service. It lets you make a difference, and not just use socialmedia as a marketing channel. You can really use it to make your clients experience a lot better.

What do you dislike?

The price is a bit high, and sometimes the support is not as fast as other techs.

Recommendations to others considering the product

Give it a try, it will show you a better way to manage your social media, and what you can actually do with connection and accesibility you have with your clients.

What business problems are you solving with the product? What benefits have you realized?

Managing client support, actually using social media to connect in a useful way with your clients, not just as another marketing channel. Since your clients are on social media, you can also be there and help them, not just show them what you have to offer.

Conversocial review by Agency in Marketing and Advertising
Agency in Marketing and Advertising
Validated Reviewer
Review Source

"Nice tool, performance issues"

What do you like best?

I have worked with every social tool out there - Spredfast, Sprinklr, Hootsuite, Expion, Sprout, etc. Conversocial of all the social tools I feel is one of the best designed for actual customer service (vs being designed for execs or social media managers). Case handling is simple and seamless.

What do you dislike?

Conversocial's in-browser performance is very slow which is why we switched away from it in 2016 and stopped selling them to our clients. We now have a relationship with a tool that provides some limited automated moderation + customer care.

What business problems are you solving with the product? What benefits have you realized?

We found that it was easy to handle multiple queues and to follow the history of a case with Conversocial, including notes and every comment the user had ever made for us, thus providing efficient service to our clients.

Conversocial review by David T.
David T.
Validated Reviewer
Review Source

"JackThreads Social Customer Service through Conversocial"

What do you like best?

Our associates are able to maintain a productive working rate in an environment that still treats the experience as innately social. Rather than try to convert a tweet or Instagram comment into something resembling an email or ticket, the interface retains many of the core features that exist in the native platform. There is, however, still enough in the way of automation and shortcuts to help our team move at a much faster pace than they would natively or in any other social engagement solution we've tested.

What do you dislike?

Opportunities include completing the view of the customer, which is a challenge we're facing internally as well. Integration with other platforms (e.g. ZenDesk) will be useful in the future.

What business problems are you solving with the product? What benefits have you realized?

We've brought our response time to social customer service questions to under 30 minutes on average. We've also been able to pass much richer insights to our business partners to evaluate everything from our social behavior to merchandising strategy. Increased agent productivity has also given us more bandwidth to explore social customer engagement as an outbound opportunity, using proactive search and automated prioritization to engage new users with our brand.

Conversocial review by Meirin A.
Meirin A.
Validated Reviewer
Verified Current User
Review Source

"Excellent product Conversocial"

What do you like best?

I like this application because allows me to manage multiple social networks, help me improve and make more fluid conversation on social platforms (like twitter and Facebook) and it's a great tool for teamwork where you can share the information necessary for daily work, all in one place.

What do you dislike?

At this moment I didn't discover any flaw of Conversocial, definitely I recommend this app.

What business problems are you solving with the product? What benefits have you realized?

After start using Conversocial I could maintain direct contact (along with my working group) with my clients via social networks without any problems, and because this allowed me to increase my business sales.

Conversocial review by Sabrina R.
Sabrina R.
Validated Reviewer
Verified Current User
Review Source

"Highly recommended for Excellence in Social Customer Service"

What do you like best?

In just over a month of using Conversocial, we have been able to significantly optimise our response rates and sentiment on Social. One of the platform features that has immediately benefited us is the prioritisation of incoming messages across our channels, so rather than posts getting lost in the white noise of a chronologically ordered inbox, we can immediately tend to the posts requiring urgent attention then work our way through the rest of the inbox from oldest to newest.

Sentiment & topic tagging has also been a game changer in terms of our Social CS reporting - it's easy for the agents to do and provides us with the most reliable and granular form of trending issue/sentiment reporting.

I have also received plenty of positive feedback from the agents themselves on the usability of the platform and intuitive interface - it's simple and quick to sort.

What do you dislike?

Though the reporting is largely thorough when it comes to key Social Customer Service KPIs, it would be useful to have a quick overview of the response rate, rather than having to manually calculate ourselves.

It would also be handy to have an area highlighting archived posts that still require sentiment/topic tagging, to ensure that we're covering everything for reporting purposes.

The data export should also be a file that is immediately available, rather than waiting for the email to be sent with the file, as at times we need the data urgently (e.g. managing product launches etc.).

Recommendations to others considering the product

If Social Customer Service is a strategic priority for your business, then Conversocial will help you manage, report & deliver on the key metrics. It's fairly priced and quick to implement.

If you're looking for an all-in-one solution, then it needs to be taken into account that Conversocial is excellent at what it does - Social Customer Support - but isn't optimised for marketing, scheduling or listening.

What business problems are you solving with the product? What benefits have you realized?

We are addressing a number of key business benefits, namely:

- Call centre call volume reduction, providing majority of customer support for product launches, for example

- Increased response rates & reduced handling times

- NPS

- Sentiment

Conversocial review by Richard A.
Richard A.
Validated Reviewer
Verified Current User
Review Source

"Moving a notification heavy network into a manageable workload - How Conversocial makes me smile."

What do you like best?

Imagine a list of 500 notifications on Facebook every morning, let alone your other networks... Conversocial removes that and places everything into an easily manageable CRM system, just like your email inbox.

Not only does it split your channels, prioritise your content and flag key discussion in your network, it also keeps your teams organised and focused purely on what matters - resolving customer issues and making you smile.

You can reply, add sentiment and tag each conversocial in a matter of seconds. Your teams will speed through your social contacts in no time. And just where you think it couldn't get any better, the data is all easily analysed and extracted so your daily job of sharing the world of social with stakeholders is made much easier.

What do you dislike?

What is there not to like? Conversocial is quick, responsive and convenient. But honestly, if I had to ask for something else - an iPhone app. That would make it perfect.

Recommendations to others considering the product

Don't hesitate to try Conversocial. They have a great team of experts waiting to guide you through your journey, no matter which stage you're at. The tool is simple and needs very little training or guidance.

What business problems are you solving with the product? What benefits have you realized?

Not only did we significantly reduced operational wastage, we improved response times and massively enhanced social-NPS. Customers benefit from the business efficiencies achieved using Conversocial.

As a financially regulated organisation, we can also ensure that all data is captured, analysed and tagged to meet appropriate legislations around complaint handling, dispute resolution and records management principles.

Conversocial review by Administrator in Non-Profit Organization Management
Administrator in Non-Profit Organization Management
Validated Reviewer
Verified Current User
Review Source

"Simple to use and effective product for moderation"

What do you like best?

Conversocial has a very simple user interface. It's a great platform for multiple users to be able to moderate and reply to posts simultaneously. It also has a convenient system for adding notes to posts or customer files.

What do you dislike?

Paying per user license can get expensive. The analytics can be a little clunky and are better suited for customer service than anything else.

Recommendations to others considering the product

It's a simple product - much less complex than other products than do similar things. Would definitely recommend to anyone who needs a listening and moderating solution but doesn't need a ton of additional functionality for analytics (other than CS-related ones).

What business problems are you solving with the product? What benefits have you realized?

We are able to moderate all of our platforms from one place. When there is a question, one user can add notes and assign it to another user - this tremendously helps customer service while keeping all of the notes in one place (as opposed to email threads, etc.)

Conversocial review by Administrator in Marketing and Advertising
Administrator in Marketing and Advertising
Validated Reviewer
Review Source

"Great platform, but could be better"

What do you like best?

The Conversocial platform is a great tool to use for handling and responding to inbound social communications. I use the platform currently for 7 different brands. I like the simplicity of the user interface and the overall layout of the website. I also like the Analytics portion of the platform and find the results to be very useful.

What do you dislike?

I dislike that it often takes several minutes to import incoming messages from Twitter and Facebook onto the Conversocial platform. This platform delay causes slower response times and ultimately a slower resolution for the customer.

What business problems are you solving with the product? What benefits have you realized?

The problems we have solved the the Conversocial platform include a variety of customer issues and feedback, including both in-store and web experiences. The platform is a great tool to respond to brand clientele.

Conversocial review by User in Automotive
User in Automotive
Validated Reviewer
Review Source

"Excelllent community management tool"

What do you like best?

Conversocial pulls conversations from all social media platforms into a user-friendly interface. At a glance, it's easy to discern between direct messages, comments, visitor posts and other types of interactions. Perhaps it's best features are that it stores conversation history, allows you to grade interactions as positive, neutral or negative, and allows you to tag messages as complaints or queries. You can also assign conversations to agents - this makes the task of following up a lot simpler, and ensures that fans/followers do not get missed or receive multiple replies from different agents simultaneously.

I find it's very useful as an ORM tool. Some platforms try generate brand sentiment reports based on keywords, but this is not 100% accurate. In Conversocial, sentiment is captured at the point of interaction by a trained user, which I feel is far more likely to be correct.

What do you dislike?

It can be used to post and schedule content, but there are many other tools that do this better.

Recommendations to others considering the product

It's an excellent community management tool that also manages to be accurate in terms of ORM. It's ease of use is a major benefit.

What business problems are you solving with the product? What benefits have you realized?

From a community management perspective, we needed a tool that could be used to engage with followers and fans across multiple platforms. We needed a tool that was reliable at tracking these conversations, and was easy to use. Learning the platform was easy, we found the Conversocial team was always on hand to assist with queries, and there was no lag between posts appearing in social media platforms and in Conversocial.

Conversocial review by Ryan M.
Ryan M.
Validated Reviewer
Verified Current User
Review Source

"Conversocial Support and Software Review"

What do you like best?

Conversocial have continued to provide excellent support when needed, and suggested improvements and recommendations to our current setup. The support when raising tickets is very quick and the team are knowledgable about any potential problems.

I also enjoy the free webinars and updates which provide further recommendations and examples of how to improve my social media team.

What do you dislike?

It would be good to add internal notes to scheduled outbound content. This would be good to be pro-active in obtaining info prior to the content being displayed on the pages (i.e containing information regarding products we are promoting (release dates / prices)

Recommendations to others considering the product

Become a technical speciaist with the tool as there are lots of options available to improve the setup of your social media operation.

What business problems are you solving with the product? What benefits have you realized?

We have contractual SLA's to achieve. We also have an objective to be engaging with new and existing customers.

Conversocial review by Will T.
Will T.
Validated Reviewer
Review Source

"Conversocial is a great product to manage social media acconts"

What do you like best?

Conversocial is currently used by the social media team to monitor our social media portals. This product has greatly increased the efficiency in answering to our customers and generating greater brand awareness. The ease in which to support our social media platforms is a great asset as we are able to assign any customer questions with ease and speed.

What do you dislike?

Analytics is something that they need more comprehensive improvement upon The analytics is lacking, which they are working on. Hopefully this will be improved and allow greater data generation.

Recommendations to others considering the product

Check our other product before purchase to see if this meets your needs.

What business problems are you solving with the product? What benefits have you realized?

We are trying to track metrics and relay information on our company Facebook and twitter accounts to generate greater brand knowledge and insight. We feel using Conversocial has increase our ability to manage our social media accounts with greater ease.

Conversocial review by Charlotte L.
Charlotte L.
Validated Reviewer
Verified Current User
Review Source

"Great product and fantastic service"

What do you like best?

I like that fact that Conversocial is so user friendly and intuitive. Makes it easy to monitor and respond to our customers efficiently.

What do you dislike?

Nothing major. There are odd things that would be useful to us as a business to include, such as the ability to auto tag all comments on an advertising post but these have been raised with the team who are doing there best to arrange these for the future.

Recommendations to others considering the product

Amazing product for monitoring and responding on social media storing everything in a logical manner.

What business problems are you solving with the product? What benefits have you realized?

This has made the monitoring of our social media channels far easier and allowed us to store customer histories to identify regular commenters. It has made the process far more efficient and has allowed us to keep up with the increase of contacts received in this way.

Conversocial review by Lydia D.
Lydia D.
Validated Reviewer
Review Source

"Best In Class Social Customer Service"

What do you like best?

Conversocial's has remained a focused leading expert in the world of social customer service. Their team of engaged professionals have played a key role throughout the development, growth and transitions of our social customer service care. The tool has enabled us to centralize while not only moderating but also engaging with customers and prospects throughout North America. Feedback is always proactively gathered and enhanced features are continuously brought forth to improve the tool’s functions.

What do you dislike?

While the analytics tab provides robust data for all supported channels, there are opportunities to take add relevant metrics supporting cross-team/cross-border structures as they may be working on the same channels. Given the tool is not responsive on mobile or tablet, it is more difficult to report on chatter volumes.

What business problems are you solving with the product? What benefits have you realized?

Conversocial has made it possible to structure our social customer service care throughout the enterprise, including several cross-border teams managing different channels and approval workflow processes. The analytics tab allows for frequent reporting and tracking against industry benchmarks, changing the conversation from ‘I think’ to ‘I know’.

Conversocial review by User in Mechanical or Industrial Engineering
User in Mechanical or Industrial Engineering
Validated Reviewer
Verified Current User
Review Source

"All customer feedback at one place"

What do you like best?

All that we want to hear from our customers across Google / Facebook / twitter etc. can be consolidated at one place using Conversocial!

What do you dislike?

Conversocial can even predict the tone of the customer message and tag it. But the logic used in this can be improved.

Recommendations to others considering the product

Go ahead if you want your customers to have a better user experience

What business problems are you solving with the product? What benefits have you realized?

We are a customer facing firm interacting with users through various access points. Often, we miss out on important feedback / communication from our customers because of not having a platform where we can keep track of all these queries. Conversocial solved this for us.

Also, prioritising the urgent / important messages is an added advantage - it helps stop the damage from spreading.

Conversocial review by Paul W.
Paul W.
Validated Reviewer
Review Source

"Conversocial @ Karcher"

What do you like best?

The app is easy to use and understand; any issues/problems are not a problem to the team at Conversocial and are resolved within a very small time frame.

Our AM, Rob, always there for assistance and replies are usually instant.

What do you dislike?

There is nothing i have discovered that i don't like about this tool. Only thing i would say is there should perhaps be an app on apple and android stores.

Recommendations to others considering the product

For any business with any social media I would highly recommend Conversocial. This app has a number of beneficial factors from ease of dealing with incoming messages etc. to the detailed analytics it produces.

The app is also completely tailored to your company needs/requirements and can be changed / edited as and when needed with ease.

Great value for money.

What business problems are you solving with the product? What benefits have you realized?

With the tagging feature and analytics it gives you a clearer outlay on your personalised categories. We have been able to achieve much quicker response times, therefor increasing customer satisfaction!

Conversocial review by Administrator in Entertainment
Administrator in Entertainment
Validated Reviewer
Verified Current User
Review Source

"Great Product - Even Better Support"

What do you like best?

The product itself is easy to use and doesn't suffer from many bugs or outages. When it does happen the support team is always extremely supportive.

What do you dislike?

Would like it if there was a support number that could be used to get in touch in times of outages with the product. Support responds very quickly to emails however I feel it would be better to have a bridge for calls during such instances.

What business problems are you solving with the product? What benefits have you realized?

NA

Conversocial review by Janelle A.
Janelle A.
Validated Reviewer
Review Source

"Assistance on the go"

What do you like best?

Being able to assist customers on their time and when it best suits their needs.

What do you dislike?

Technical issues such as too much traffic flow at once.

What business problems are you solving with the product? What benefits have you realized?

Traveling needs such as flight cancellations and alternative travel arrangements. The customers no longer have to sit and hold for someone and go do other things on their own time.

Conversocial review by Carole C.
Carole C.
Validated Reviewer
Review Source

"Social Customer Service"

What do you like best?

I like the fact it is built to deliver great customer service. It is easy to use and easy to understand.

What do you dislike?

Nothing- i find the platform is not the cheapest but you get what you pay for in spades

What business problems are you solving with the product? What benefits have you realized?

I have been able to increase the amount of social contacts without increasing headcount - AHT, utilisation and of course CSAT are all improved

Conversocial review by Administrator
Administrator
Validated Reviewer
Review Source

"Conversicials filters helped us bring our Social Media noise level way down."

What do you like best?

I love the ease of use, the filter options and the gteat customer support! It's slso great that we're able to control the employees access levels.

What do you dislike?

The statistocs can be tricky to obtain for certain time frames,

Recommendations to others considering the product

Very smooth program that really helps brimg down average handle time.

What business problems are you solving with the product? What benefits have you realized?

With our old software we were seeing every social media post that mentioned our clients name including retweets and junk. Conversocial allows our client to set up only what platforms and keywords they need us to monitor.

Conversocial review by Pablo E.
Pablo E.
Validated Reviewer
Verified Current User
Review Source

"Best Customer Service platform in the market!"

What do you like best?

In depth control of my communities, powerful system in terms of engagement and users controls.

What do you dislike?

It's integration, you need time and also high level of knowledge in terms of SAS integrations.

Recommendations to others considering the product

You need to hace expertise in terms of integrations, when you learn about the system you will love it, for sure it's the best solution in the market.

What business problems are you solving with the product? What benefits have you realized?

Customer Service, Community Manager Control, KPI's.

Conversocial review by User in Internet
User in Internet
Validated Reviewer
Verified Current User
Review Source

":D "

What do you like best?

Ease of funneling all social interactions to one place to decrease time to 1st response.

What do you dislike?

Wish it were easier to prevent any social interactions that do not need a response from being pulled in. Previous backlog from social activity before getting Conversocial.

Recommendations to others considering the product

If you need help managing several Social channels, this is great!

What business problems are you solving with the product? What benefits have you realized?

Time to 1st response, customer satisfaction, and quality assurance across all agents responding on Social. Customers expect immediate responses & the faster we respond & the more accurate we are at addressing their concerns, the happier they become.

Conversocial review by Administrator in Transportation/Trucking/Railroad
Administrator in Transportation/Trucking/Railroad
Validated Reviewer
Review Source

"Conversocial allows us to bring real customer feedback into the business for positive change, "

What do you like best?

We love the ability to tag and record all of our customer's comments, which in turn allows us to keep managers in the business updated with what is being said. Having the opportunity to add and remove tags also allows us to keep on top of comments coming in about specific events on our network and allows us to keep our ear to the ground and act on customer feedback quickly.

What do you dislike?

We would love to have Conversocial available as a mobile app to respond to customers on the move. In times of disruption to our service we often have to bring in extra staff to cope with the additional customer demand. However at the moment we are limited by the fact that Conversocial can only be effectively used on desktop. We feel this really impacts our ability to respond during a crisis.

Recommendations to others considering the product

As a tool, I would recommend Conversocial. It is not perfect and I would like to see more features added however I do believe it is heading in the right direction. Although we do sometimes have issues with performance, I believe the team are dedicated to ironing these out and making the software more reliable.

What business problems are you solving with the product? What benefits have you realized?

We are currently solving problems with our on board WiFi. By using Conversocial we have access to a steady flow of up to date customer experiences, which we can use to create business cases and to help us track progress.

Conversocial review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source

"Best tool for customer service and social interaction"

What do you like best?

Conversocial is the only app that you can rely on regards of your Facebook Ads. We've tried most of the options out there and only one to not miss one comment for our team to register.

Also, their insights and metrics are one of the thinks that sets them apart from their competitors.

What do you dislike?

Instagram is still the thing they have to work on but yet Instagram is not easy for any platform to have access and work some features on it.

What business problems are you solving with the product? What benefits have you realized?

Social interactions, and all type of customer service.

Conversocial review by Vladimir I.
Vladimir I.
Validated Reviewer
Review Source

"Costumer care and engagement"

What do you like best?

First software of this kind i was using. It was simple and easy of use from first day. Fast and reliable.

What do you dislike?

I didn't find any flow. It was really nice tool which maybe lack some features but it is great software for engagement and costumer care.

Recommendations to others considering the product

I dont use it anymore but it was great for social media costumer service.

What business problems are you solving with the product? What benefits have you realized?

Social media costumer service. Great tool for monitoring and engaging with messages.

Conversocial review by Brian H.
Brian H.
Validated Reviewer
Verified Current User
Review Source

"Nice!"

What do you like best?

The customer service is bar to none with this company.

What do you dislike?

Pricing long term should be a concern area.

What business problems are you solving with the product? What benefits have you realized?

Increasing the effectiveness of access to good customer service.

Conversocial review by User in Banking
User in Banking
Validated Reviewer
Review Source

"Engaging, thought provoking and leading social customer care"

What do you like best?

Smooth on-boarding, unequivocal support from Customer Success Manager and it's still improving - new Agent Dashboard is very useful..

What do you dislike?

If I have to pick on something, sometimes the system glitches and we need to click out and back again - very very minor. CSM quarterly updates, comparing us to (comparable industries) are valuable.

Recommendations to others considering the product

Go for it.

What business problems are you solving with the product? What benefits have you realized?

Fast and reliable social customer care, call deflection and issue resolution.

Conversocial review by Brandon M.
Brandon M.
Validated Reviewer
Review Source

"It works "

What do you like best?

I like the fact that it actually works!!

What do you dislike?

I dislike the interface of it sometimes...

What business problems are you solving with the product? What benefits have you realized?

Hearing positive and negative feedback.

Conversocial review by Administrator in Consumer Goods
Administrator in Consumer Goods
Validated Reviewer
Review Source

"Chat is easy to operate "

What do you like best?

Our customers can receive high quality service versus than calling the Cusrtomer Solutions Department

What do you dislike?

I dislike the fact that if a customer is waiting to chat with1 of agents andbtheyl leave the chat session it shouldn't count in our abandon rate.

What business problems are you solving with the product? What benefits have you realized?

It helps our customers chat versus calling the customer line. QA answers are getting answered quickly

Conversocial review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Conversocial is easy"

What do you like best?

It's really intuitive and easy to use in comparison to other social media management software.

What do you dislike?

Sometimes it's laggy between screens, but this could be a network issue.

What business problems are you solving with the product? What benefits have you realized?

The ability to interact with customers on multiple social media platforms.

Conversocial review by Administrator in Airlines/Aviation
Administrator in Airlines/Aviation
Validated Reviewer
Verified Current User
Review Source

"Industry-leading platform for Social Customer Service"

What do you like best?

Conversocial empowers our Social Customer Service Agents to identify and manage real customer issues with high levels of efficiency. The collaboration and reporting features help to drive departmental KPIs.

What do you dislike?

Conversocial would benefit from a custom-built mobile solution for managers.

What business problems are you solving with the product? What benefits have you realized?

Managing high volumes of social media customer interactions.

Conversocial review by Bernardo D.
Bernardo D.
Validated Reviewer
Review Source

"Great tool to manage your customer services"

What do you like best?

This is not only a great tool to manage your customer services, but also to engage with your fans. No need to have two separate tools for that - you can schedule your content, while responding to your customers' feedback. Additionally, you also get some insightful analytics to see how fast your team is at responding and how many queries are being responded etc.

What do you dislike?

Unfortunately the scheduling feature can be quite buggy - some posts get posted multiple times, and sometimes they don't get posted at all. However, Conversocial are always on the ball, so they do let you know when issues will be resolved (a number of which are due to Facebook API issues).

Recommendations to others considering the product

Do try the Conversocial app, so you can engage with your fans/customers on the go.

Conversocial review by User in Non-Profit Organization Management
User in Non-Profit Organization Management
Validated Reviewer
Review Source

"It is very convenient to use"

What do you like best?

I like how it is so easy to essy. I enjoy using it

What do you dislike?

It sometimes may be very difficult to use

What business problems are you solving with the product? What benefits have you realized?

It is super easy to communicate

Conversocial review by User in Food & Beverages
User in Food & Beverages
Validated Reviewer
Review Source

"Great"

What do you like best?

Good software and very useful can use for work

What do you dislike?

The price can be quite affordable but should definitely be cheaper

What business problems are you solving with the product? What benefits have you realized?

Connections

* We monitor all Conversocial reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.