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Best tool for customer service and social interaction
What do you like best about the product?
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.
Also, their insights and metrics are one of the thinks that sets them apart from their competitors.
What do you dislike about the product?
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 problems is the product solving and how is that benefiting you?
Social interactions, and all type of customer service.
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A powerful platform to interact with our users
What do you like best about the product?
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 about the product?
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 problems is the product solving and how is that benefiting you?
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.
Engaging, thought provoking and leading social customer care
What do you like best about the product?
Smooth on-boarding, unequivocal support from Customer Success Manager and it's still improving - new Agent Dashboard is very useful..
What do you dislike about the product?
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.
What problems is the product solving and how is that benefiting you?
Fast and reliable social customer care, call deflection and issue resolution.
Recommendations to others considering the product:
Go for it.
Game Changer for Social Customer Service
What do you like best about the product?
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 about the product?
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 problems is the product solving and how is that benefiting you?
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.
Great Product - Even Better Support
What do you like best about the product?
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 about the product?
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 problems is the product solving and how is that benefiting you?
NA
Conversocial is a must for anyone working with multiple social channels
What do you like best about the product?
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 about the product?
The reporting can be a little restrictive at times overall though, I'm a happy Customer !
What problems is the product solving and how is that benefiting you?
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.
The best tool out there for Social Customer Service!
What do you like best about the product?
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 about the product?
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!
What problems is the product solving and how is that benefiting you?
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.
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.
Vital and easy to use social customer support engagement platform.
What do you like best about the product?
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 about the product?
Apart from some small improvements to analysis and reporting ( always a difficult area for social I cannot honestly point to any particular shortcomings.
What problems is the product solving and how is that benefiting you?
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.
Recommendations to others considering the product:
I can certainly recommend Conversocial as a social customer care support option.
Social Customer Service
What do you like best about the product?
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 about the product?
Nothing- i find the platform is not the cheapest but you get what you pay for in spades
What problems is the product solving and how is that benefiting you?
I have been able to increase the amount of social contacts without increasing headcount - AHT, utilisation and of course CSAT are all improved
A product ahead of the times and continually improving to deliver a fast quality digital experience
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
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
Recommendations to others considering the product:
You won't look back
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