Conversocial - Short Review

Communication Tools



Product Overview of Conversocial

Conversocial, now integrated into Verint’s Digital-First Engagement portfolio as Verint Messaging, is a comprehensive real-time customer service platform designed to enable brands to deliver scalable and effective customer support through various messaging and social media channels.



What Conversocial Does

Conversocial allows brands to manage customer interactions across multiple platforms, including SMS, WhatsApp, Instagram, Facebook, Twitter, and more. This platform is tailored to enhance customer service by leveraging advanced technologies such as natural language processing, AI-powered chatbots, and robust analytics.



Key Features and Functionality

  • Priority Response and Queue Engine:

    Utilizes a self-learning prioritization engine that employs natural language processing and historic response analysis to prioritize messages and route them to the appropriate chatbot or agent.

  • Unified Inbox and Multi-Channel Support:

    Consolidates all customer messages from different social media and messaging platforms into a single, unified inbox, facilitating efficient management and response.

  • AI Chat Support and Automated Workflows:

    Integrates AI-powered chatbots to automate customer service interactions. These bots can handle routine inquiries, and complex issues can be seamlessly handed off to human agents.

  • Team Management and Collaboration:

    Offers a collaborative platform that allows teams to share social communications while maintaining management control over social platforms. This includes features like role-based access control and team collaboration tools.

  • Analytics and Reporting:

    Provides detailed analytics and reporting capabilities to measure key metrics such as customer satisfaction, agent response times, issue frequency, and Net Promoter Scores. The platform includes customizable dashboards and reporting tools to help in decision-making.

  • Case Management and Workflow Intelligence:

    Includes case management capabilities to prioritize, engage, and track issue resolution. Users can automate interactions and route customers to the best solution using messaging-based visual IVR within platforms like Twitter DM or Facebook Messenger.

  • Customer Profiles and Sentiment Analysis:

    Maintains detailed customer profiles and performs sentiment analysis to understand customer sentiments and preferences, enabling more personalized and effective customer service.

  • Integration with CRM Platforms:

    Supports integration with existing CRM platforms, ensuring a cohesive and connected customer service experience across all channels.

  • Customer Satisfaction Surveys and Social Listening:

    Allows conducting surveys via Facebook Messenger or Twitter to gather feedback. The platform also includes social listening features to monitor brand mentions and customer conversations in real-time.

  • Mobile App and Customizable Dashboards:

    Offers a mobile app for on-the-go access and customizable dashboards to tailor the platform according to specific business needs.

By combining these features, Conversocial (now Verint Messaging) enables businesses to deliver a superior customer experience, increase efficiency, reduce costs, and enhance overall customer satisfaction.

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