This post was most recently updated on October 15th, 2014
Last Updated on 6 years by RichBohn
This CRM Review examines Conversocial.
In-Depth CRM Review
25 City Road
CRM Category: Selling on the Web – Cloud
Sub-Category: Social CRM/Social Customer Service
Seats: Small Enterprise/Enterprise
About the Company:
What We Do
We make social customer service solutions. Conversocial helps companies including Groupon, Tesco, Hertz, Barclaycard, Net-A-Porter and more, to deliver a great experience for their customers on Facebook and Twitter.
The Conversocial platform is used by social customer service teams to find and respond to real issues more effectively – decreasing negative sentiment and risk of social crises, while saving agent time and gaining greater customer insight.
Why we do it
We built Conversocial to help companies provide the kind of relationships consumers demand.
Conversocial was founded in 2009, from one of Facebook’s earliest preferred app development agencies. Working with some of the world’s largest brands, we predicted that having conversations with customers on their terms was the future of social engagement.
About the Product:
Conversocial is purpose built for Social Customer Service
Prioritize critical conversations. Manage them efficiently at scale.
Engagement doesn’t just mean likes and shares, it means having conversations.
Identify and respond to every customer issue with the help of smart technological solutions.
Your Priority Inbox uses a machine-learning prioritization engine, combining natural language processing and analysis of your historic responses so that agents can find the customer messages that need a response.
When dealing with conversations at scale, every message counts for productivity. Process high-volume customer messages efficiently, with a fluid user interface and time-saving tools such as keyboard shortcuts.
Proactive Customer Service
Proactively reach out to every developing customer issue. Conversocial connects you to the Twitter firehose, providing targeted customer conversations that are fully integrated into a seamless, prioritized workflow.
Know where you are in the conversation with a complete history of customer and agent interactions across channels. No matter who picks up a customer’s issue, the full context is right there.
No need to go to Facebook and Twitter again. Agents can follow, direct message and respond publicly to customer inquiries easily, with inline response tools. And every public reply is tracked and stored for your records.
Scheduling & Publishing
Update customers in real-time with service announcements and community messaging, and coordinate marketing and customer service engagement with transparent publishing schedules.
Collaborate internally to connect your customers with the right person, and the best information.
Conversocial allows you to manage a fluid team operation, with complete security.
Conversocial’s intuitive, user-friendly interface is designed to help your team deal with social interactions at scale. And our customers tell us that training is a breeze!
Allocate agents to the right channels and direct customer messages to the right team member, with assignment and private internal notes for knowledge exchange.
Manage tasks with a dedicated assigned queue. Agents can claim and keep track of messages while they deliver a resolution, and you can keep tabs on what’s awaiting action by your team.
Roles and Permissions
Grow your social team securely. From Manager and Agent roles to a custom Enterprise permissions structure, you can design your Conversocial team to reflect your internal organization.
Train up your team securely and ensure quality control with an approval workflow for public responses. Integrate Customer Service seamlessly and securely into social communication.
Manage customer engagement on the go with email alerts for new priority messages, responses requiring your approval or conversations that have been assigned to you.
Dedicated Social Customer Service KPIs and reporting.
Keep your finger on the pulse of activity and glean actionable insight from customer conversations.
Understand how your social ‘opening hours’ match up against customer demand for service. Identify bottlenecks to help make resourcing decisions and ensure that service levels are met.
Get insight into customer satisfaction and Social NPS through sentiment tracking. Record sentiment as you process customer messages for more accurate reporting.
Make sense of social data with custom tagging of messages. Review common issues, see what’s popular and unpopular and provide better customer insight for your entire business.
How effectively is your team meeting expectations for a speedy response? Conversocial’s analytics allow you to track average response time by agent, across business hours and against Service Levels.
Manage your team in real time with performance stats down to the agent level. Understand who’s getting back quickly, who’s experiencing problems, and where you can identify logistical or training needs.
Audit & Data Storage
Every customer interaction and every internal action is tracked and stored in Conversocial. Rest assured you have easy access to an unlimited data archive, accessible at the touch of a button.
For complete pricing details, please contact the company directly.
For a proper demo of this CRM solution:
For a proper demo of this CRM solution, please contact the company directly.
Rich’s View of Conversocial:
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