Product Overview of Conversocial (Now Part of Verint Messaging)
Conversocial, now integrated into Verint’s portfolio as Verint Messaging, is a comprehensive real-time customer service platform designed to enable brands to deliver seamless and scalable customer support through various messaging and social media channels. This platform is tailored to enhance customer engagement and streamline support operations across multiple digital touchpoints.
Key Features and Functionality
1. Multi-Channel Support
Conversocial supports a wide range of messaging and social media platforms, including SMS, WhatsApp, Instagram, Facebook, Twitter, and more. This allows businesses to interact with customers on the channels they prefer.
2. Priority Response and Queue Engine
The platform features a self-learning prioritization engine that uses natural language processing and historic response analysis to prioritize messages and route them to the appropriate chatbot or human agent.
3. Automated Workflows and AI Chat Support
Conversocial includes automated workflows and AI-powered chatbots to handle customer inquiries efficiently. These bots can automate interactions, and when necessary, seamlessly hand off complex issues to human agents, ensuring a smooth customer experience.
4. Team Management and Collaboration
The platform offers a collaborative workspace where teams can share social communications while management retains control over social platforms. This ensures effective team coordination and oversight.
5. Analytics and Reporting
Conversocial provides robust analytics and reporting tools to measure key metrics such as customer satisfaction, agent response times, and issue frequency. This includes reporting dashboards and insights around agent effectiveness and customer satisfaction surveys.
6. Workflow, Intelligence, and Insights
The platform enhances workflow management with case management capabilities, visual IVR within messaging channels, and the ability to conduct surveys via Facebook Messenger or Twitter. It also offers detailed insights into customer satisfaction and Net Promoter Scores.
7. Integration with CRM Platforms
Conversocial integrates seamlessly with existing CRM platforms, ensuring that customer data and interactions are synchronized across all systems. This integration enables richer customer profiles and more personalized interactions.
8. Customizable Dashboards and Response Templates
The platform allows for customizable dashboards and response templates, which help in standardizing responses and improving the efficiency of customer support operations. Role-based access control ensures that the right information is accessible to the right personnel.
9. Sentiment Analysis and Social Listening
Conversocial includes sentiment analysis and social listening features, enabling businesses to monitor customer sentiment and engage proactively to build brand advocacy.
10. Efficiency and Cost Reduction
By leveraging automated messaging and AI-powered chatbots, businesses can reduce costs and improve efficiency. For instance, brands using Conversocial have seen an 80% reduction in first response time and a 48% decrease in cost per contact compared to live chat.
Conclusion
In summary, Conversocial, as part of Verint Messaging, is a powerful tool for businesses aiming to enhance their customer service capabilities through advanced automation, analytics, and multi-channel support, ultimately leading to improved customer satisfaction and operational efficiency.