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