Conversocial Reviews

The entire team at ConverSocial cares about our business. They keep us informed as the instdustry changes, help us identify efficieices, quickly resolve any all customer service related issues - and they care about us. We're not a big retailer with a lot of licenses / seats, but they treat us the same way they treat other customers. They've help prove the value of our social media to our ELT and CLT teams. They've essentially helped us create a social only role in our Customer Solutions Department.

There's only been one issue that we haven't really been wild about. As a smaller retailer, we don't like the new queues system. We'd like for content to be brought in by channel instead of by topics. Unfortunately, this isn't something that they offer at this time. This dislike, in the scheme of things, is not something we are all too unhappy with, however, it is something we are not in love with.

Make the switch! The management team, development team, and customer service team is second to none. I've never had to wait more than a few minutes to get an answer from my our reps. The team loves the ease of using the tool.

As a retailer with an exclusive customizable shelving solution, we offer many services to our customers. Our Social agents design custom closet solutions, schedule installation services, complete COIs for install, and coordinate deliveries. From a customer service standpoint, they help with order inquiries and damages - and also assist customers find products. We use Conversocial as a way to filter ALL of those topics into one channel. This has allowed our agents to only need 1-2 tabs open at a time instead of 5-10. This has created response time to go down, a more authentic and sensitive reply to customers because more time is spent with each customer, and higher level of incoming request.

When dealing with multiple social nedia platforms such as Twitter and Facebook, this platform really performs well. Multi tasking ability out performs its rivals. Generic, user friendly and the remote login facility ensures secure and adequate monitoting. Realtime stats are a God send for management.

To be honest, nothing. It is user friendly, just log in and go. It tends to struggle when you have many staff logged in at once for example, frontline customer service, management and quality analysts but it does its job very well.

You will not be disappointed. It is cost effective, modern and it multi taaks exceptionally well. Perfect for SME mainly.

We are able to enhance our ability to reach out to customers in new modern ways. Everyone uses social media these days and rather than waiting on hold in call queues, social media is preferred by many. This brings you into the future.

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.

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!

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.

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!

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!

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.

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.

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.

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

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

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.

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

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.

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.

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 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.

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.

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.

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.

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.

Go for it!

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.

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.

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

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.

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.

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

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.

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.

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.

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.

You won't look back

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

I love how easy our team find it to use Conversocial's platform, and the fantastic and open dialogue we have with the team at Conversocial reassures us that any Social media issues we have, big or small, will be dealt with quickly and with expertise.

There is nothing that I personally dislike about Conversocial, all our users are very complementary about the platform.

Really responsive to the needs of our business, coming to us with opportunities for improvement and with a real finger on the pulse of what is happening across the social media space

The need to service our customers through social channels means that having the right platform provider is imperative, especially as customers will continue to shift away from traditional mediums of communication.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.).

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.

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

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 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.

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.

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.

Their tracking system is a must have! It has past records of all calls so we can go back and use this tool for our research!

The only dislike I have with this software is that the price is a little high.

The benefits are monumental since todays technology we can have the customer just go on to the social media account and talk to us instead of using out touch tone base.

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.

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

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).

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.)

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.

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.

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 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.

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

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.

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 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.

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)

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

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

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.

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.

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

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.

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

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.

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

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'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.

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.

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’.

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

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

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

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.

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.

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.

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.

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!

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.

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.

NA

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

Technical issues such as too much traffic flow at once.

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.

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

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

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

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.

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

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

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.

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

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

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.

Customer Service, Community Manager Control, KPI's.

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

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.

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

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.

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.

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.

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.

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 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.

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.

Social interactions, and all type of customer service.

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

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.

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

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

The customer service is bar to none with this company.

Pricing long term should be a concern area.

Increasing the effectiveness of access to good customer service.

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

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.

Go for it.

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

I like the fact that it actually works!!

I dislike the interface of it sometimes...

Hearing positive and negative feedback.

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

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.

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

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

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

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

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.

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

Managing high volumes of social media customer interactions.

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.

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).

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

It is very user-friendly and you can learn it quickly; not much training needed.

Has some glitches occasionally but usually they are easy to fix.

Rates of response have greatly gone up

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

It sometimes may be very difficult to use

It is super easy to communicate

Good software and very useful can use for work

The price can be quite affordable but should definitely be cheaper

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