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.
What Conversocial Does
Conversocial facilitates interactions between businesses and their customers via private messaging channels such as SMS, WhatsApp, Instagram, Facebook, Twitter, and more. This platform is tailored to enhance customer engagement, streamline support processes, and improve overall customer satisfaction.
Key Features and Functionality
1. Priority Response and Queue Engine
- Utilizes natural language processing and historic response analysis to prioritize messages and route them to the appropriate chatbot or agent, ensuring efficient and timely responses.
2. Automated Workflows and AI Chat Support
- Automates interactions and routes customers to the best solution using messaging-based visual IVR within platforms like Twitter DM or Facebook Messenger. It also integrates messenger bots into social customer support channels to provide automated customer service and assist agents.
3. Team Management and Collaboration
- Offers a collaborative platform that allows teams to share social communications while maintaining management control over social platforms. This ensures cohesive and coordinated customer support efforts.
4. Analytics and Reporting
- Provides detailed analytics and reporting capabilities, measuring key metrics such as customer satisfaction, agent response times, and issue frequency. The platform includes reporting dashboards and insights around agent effectiveness and customer satisfaction, including Net Promoter Scores.
5. Case Management and Integration
- Includes case management capabilities built for social messaging, allowing users to prioritize, engage, and track issue resolution. It also integrates with existing CRM platforms to ensure a unified customer service experience.
6. Sentiment Analysis and Social Listening
- Offers sentiment analysis to gauge customer sentiment and social listening features to monitor brand mentions and customer feedback across social media channels.
7. Customer Profiles and Customizable Dashboards
- Maintains detailed customer profiles and provides customizable dashboards for real-time monitoring and reporting. This helps in personalizing customer interactions and improving response times.
8. Multi-Channel Support and Mobile App
- Supports multiple messaging channels and includes a mobile app, ensuring that customer support is accessible and responsive across various platforms.
9. Seamless Bot and Human Handoffs
- Facilitates smooth transitions between bot and human agents, ensuring that customers receive continuous support without interruption. This asynchronous nature of messaging allows agents to pick up conversations where they left off.
10. Efficiency and Cost Reduction
- Brands using Conversocial have seen significant benefits, including reduced first response times by 80%, a 48% decrease in cost per contact compared to live chat, and a 52% containment rate for bot interactions without needing agent intervention.
By integrating these features, Conversocial (now Verint Messaging) enables businesses to deliver a rich, personalized, and efficient customer experience, leveraging the convenience and personal touch of social messaging channels.