Conversocial - Detailed Review
Sales Tools
Conversocial - Product Overview
Conversocial Overview
Conversocial, now integrated into Verint’s portfolio as Verint Messaging, is a powerful tool in the Sales Tools AI-driven product category, specifically focused on customer engagement through private messaging channels.
Primary Function
Conversocial’s primary function is to help businesses manage high-volume customer service interactions efficiently through social media and private messaging channels such as WhatsApp, Facebook Messenger, and Apple Messages for Business. It enables companies to handle customer queries in a streamlined and effective manner.
Target Audience
The target audience for Conversocial includes large-scale enterprises and contact centers that need to manage a high volume of customer service conversations. Notable clients include leading brands like British Airways, Hertz, Google, and Whirlpool, indicating its suitability for organizations with significant customer engagement needs.
Key Features
Automated Inbound Handling
Conversocial features an intelligent, rules-based routing system and prioritization engine that automatically distributes relevant conversations to the most suitable agents, teams, or bots based on context. This ensures efficient service and minimizes manual triage.
Integrated Bot and Human-Assisted Service
The platform seamlessly integrates agent-assisted service and bot-based automation in a single conversation. This allows for smooth bi-directional handoffs with historical context, enhancing agency efficiency and first contact resolution rates.
Customizable Workflows and Permissions
Conversocial offers customizable workflows and permissions, making it scalable for large teams of agents and managers. The intuitive interface is easy to learn and use, and it can be fully integrated into the contact center.
Real-Time Analytics and Tools
The platform provides real-time tools and analytics, enabling managers to track customer service performance and agent productivity. This helps in aligning forecasting, resource planning, and reporting in real-time.
Natural Language Processing
Conversocial uses natural language processing to automatically identify and prioritize customer service issues, adjusting to specific industry needs. This helps in cutting through the noise of social media to focus on critical customer service issues.
Cost Efficiency
The use of automated messaging has been shown to reduce costs compared to live chat, with a significant decrease in cost per contact and an increase in self-service containment.
Conclusion
By integrating these features, Conversocial (now Verint Messaging) helps businesses deliver personalized, efficient, and cost-effective customer service through private messaging channels.
Conversocial - User Interface and Experience
User Interface Overview
The user interface of Conversocial is crafted to be intuitive and user-friendly, making it easy for customer service teams to manage and engage with customers across various social media and messaging channels.Ease of Use
Conversocial requires minimal training for moderation teams and customer service personnel. The platform is simple and intuitive, allowing teams to quickly absorb the necessary information to start using it effectively. For instance, teams can sift through all of their company’s fan pages on various social media channels and moderate up to 1,000 comments within an hour.Interface Features
Workspace
This feature enables agents to manage customer conversations efficiently. It matches customer conversations to the agents best suited to respond, providing them with previous customer history, notes, and context. This helps agents focus on what matters and deliver a personalized customer experience.Switchboard
This feature facilitates a seamless 2-way exchange between bots and human agents in a single platform. It integrates multiple messaging channels such as Apple Business Chat, WhatsApp Business, and Facebook Messenger, ensuring a unified approach across all platforms. The bot collects information and hands over the conversation to a human agent when necessary, all within the same thread.Integration and Tools
Conversocial allows teams to connect and integrate with top social media networks. It provides tools to review incoming queries and customer comments, analyze insights and engagement levels, and report key engagement figures. These tools make the workflow faster and more manageable, enabling teams to focus on the most important data.User Experience
The overall user experience is enhanced by the platform’s ability to handle multiple conversations simultaneously. Agents can manage multiple interactions at once, optimizing their time and improving productivity. Customers can switch between real-time and non-real-time dialogs, and they can return to the same conversation thread and agent even if they had to leave and come back.Customer Insights and Engagement
Conversocial helps teams get vital insights from customers, allowing them to understand customer needs better and provide an optimal customer experience. The platform’s analytics and reporting features enable teams to measure engagement levels and make data-driven decisions.Conclusion
In summary, Conversocial’s user interface is designed to be straightforward, efficient, and highly functional, making it an excellent choice for companies looking to enhance their customer engagement and service across social media and messaging channels. Conversocial - Key Features and Functionality
Conversocial Overview
Conversocial, now part of Verint’s Digital-First Engagement portfolio, is a comprehensive social CRM software that offers a wide range of features to enhance customer service and engagement. Here are the main features and how they work, along with the benefits and the integration of AI:Unified Inbox
Conversocial provides a unified inbox where all customer messages from various social media platforms, such as Facebook and Twitter, are centralized. This allows customer service teams to manage and respond to messages efficiently from a single interface.Real Time Messaging
This feature enables real-time communication with customers, ensuring prompt responses and improving customer satisfaction. Real-time messaging helps in addressing customer queries immediately, reducing wait times.Automated Workflows
Automated workflows streamline the customer service process by automating routine tasks. This can include routing messages to the appropriate agents, assigning tasks, and triggering follow-up actions, all of which help in improving operational efficiency.Sentiment Analysis
Conversocial includes sentiment analysis, which uses AI to identify and categorize audience opinions as positive, negative, or neutral. This helps companies gauge customer sentiment and make informed decisions to improve their services and products.Customer Profiles
The software allows for the creation of detailed customer profiles, which include interaction history and other relevant data. This helps in personalizing customer interactions and providing more effective support.Team Collaboration
Team collaboration features facilitate communication and coordination among customer service agents. This ensures that issues are resolved quickly and efficiently, with multiple agents able to work on a single case if necessary.Analytics And Reporting
Conversocial offers advanced analytics and reporting tools that provide insights into customer interactions. These tools help in identifying patterns, trends, and areas for improvement, enabling data-driven decision-making.Customizable Dashboards
The software allows for customizable dashboards that provide a clear and comprehensive view of key metrics and performance indicators. This helps in monitoring and managing customer service operations effectively.Mobile App
Conversocial has a mobile app that enables customer service agents to manage and respond to customer messages on the go, ensuring continuous support even outside of traditional office hours.Multi Channel Support
The platform supports multiple channels, including social media platforms like Facebook and Twitter, as well as private messaging channels. This ensures that customers can interact with the company through their preferred channels.AI Powered Chatbots
Conversocial integrates AI-powered chatbots that can handle routine customer inquiries 24/7. These chatbots can completely address simple inquiries, and if the issue becomes complex, they can seamlessly hand over the interaction to a human agent.Social Listening
Social listening features allow companies to monitor social media conversations about their brand, competitors, and industry-related topics. This helps in staying informed about customer opinions and market trends.CRM Integration
The software integrates with existing CRM systems, allowing companies to incorporate social care data into their CRM. This integration enhances the overall customer relationship management by providing a more complete view of customer interactions.Case Management
Conversocial offers robust case management capabilities that help in prioritizing, tracking, and resolving customer issues efficiently. This includes assigning cases to agents, tracking progress, and ensuring timely resolution.Response Templates
Response templates are available to help agents respond quickly and consistently to common customer queries. This feature streamlines the response process and maintains the quality of customer interactions.Priority Inbox
The priority inbox feature helps agents focus on the most critical customer messages first, ensuring that urgent issues are addressed promptly.SLA Management
Service Level Agreement (SLA) management ensures that customer service responses meet the agreed-upon service levels. This feature helps in maintaining high service standards and customer satisfaction.Customer Satisfaction Surveys
Conversocial allows companies to conduct customer satisfaction surveys to gauge the effectiveness of their customer service. This includes measuring Net Promoter Score (NPS), Customer Satisfaction (CSAT), and sentiment conversion rates.Role Based Access Control
Role-based access control ensures that different team members have appropriate levels of access to customer data and functionality, enhancing security and compliance.Third Party Integrations
The software supports integrations with various third-party tools and platforms, making it versatile and adaptable to different business environments.AI Integration
AI is integrated into Conversocial through several features:AI Powered Chatbots
These chatbots use AI to handle customer inquiries, provide personalized responses, and hand over complex issues to human agents.Sentiment Analysis
AI-driven sentiment analysis helps in categorizing customer opinions and providing insights into customer sentiment.Automated Workflows
AI automates routine tasks and workflows, improving operational efficiency and reducing the workload on human agents. These features collectively enhance the efficiency, personalization, and quality of customer service, making Conversocial a powerful tool for businesses aiming to deliver exceptional customer experiences. Conversocial - Performance and Accuracy
Performance
Verint’s Conversocial, as part of their digital channels solution, is designed to enhance customer engagement through various messaging platforms such as WhatsApp, Facebook Messenger, and Twitter DM. Here are some key performance aspects:Automation and Scaling
Automation and Scaling: Conversocial allows organizations to scale their customer conversations using chatbots that can handle multiple interactions simultaneously. This automation helps in maintaining consistent experiences across different messaging channels, which can be particularly beneficial for sales teams in keeping leads engaged and responding promptly.Personalized Conversations
Personalized Conversations: The platform enables personalized conversations by providing full conversational context. This feature is crucial for sales as it helps in maintaining a coherent and relevant interaction with prospects, which can lead to better engagement and higher conversion rates.Actionable Insights
Actionable Insights: Conversocial offers a customizable analytics platform that provides actionable insights, helping sales teams to prioritize and engage with leads more effectively. This analytics capability can also measure the success of various sales interactions and strategies.Accuracy
Conversational Context
Conversational Context: The platform ensures that all interactions are maintained within the context of the conversation, reducing the likelihood of miscommunication or misunderstandings. This accuracy in maintaining context is vital for sales teams to ensure they are addressing the correct issues and providing relevant information to prospects.Smart Automation
Smart Automation: The use of smart automation in handling customer queries and follow-ups reduces the chance of human error. Chatbots built into the system are designed to avoid common issues like misunderstandings, thereby increasing the accuracy of responses.Limitations or Areas for Improvement
While Verint’s Conversocial is well-regarded for its capabilities, there are a few areas to consider:Dependence on Data Quality
Dependence on Data Quality: The accuracy and effectiveness of the platform depend heavily on the quality of the data it processes. If the data is incomplete or inaccurate, the insights and automation may not be as reliable.Integration Challenges
Integration Challenges: Integrating Conversocial with existing CRM systems or other sales tools can sometimes be complex. Ensuring seamless integration is crucial for maximizing the benefits of the platform.User Adoption
User Adoption: The success of any AI-driven tool also depends on user adoption and comfort with the technology. Training and support may be necessary to ensure that sales teams are fully utilizing the features of Conversocial. In summary, Verint’s Conversocial is a powerful tool for enhancing sales team performance through automated and personalized interactions. However, its effectiveness is contingent on data quality, smooth integration with other systems, and user adoption. If these aspects are managed well, Conversocial can significantly improve the accuracy and efficiency of sales interactions. Conversocial - Pricing and Plans
Pricing Model
Conversocial does not offer a fixed, publicly listed pricing plan. Instead, it operates on a quote-based model, where you need to contact the vendor directly to determine the right plan for your business.Plans and Features
There is no detailed breakdown of different tiers or specific features tied to each plan, as the pricing is customized based on the needs of the business. However, here are some key features that Conversocial offers:Collaboration Tools
Allows teams to work together effectively.Reporting/Analytics
Provides insights and data to help in decision-making.Workspace
Enables agents to manage customer conversations efficiently across various messaging channels.Integration with Social Media
Connects and integrates with top social media networks to manage customer interactions.Customer Engagement
Offers tools to engage customers through targeted messages and personalized experiences.Free Options
There are no free plans or trials available for Conversocial. You would need to request a demo to get a feel for the software and understand how it works before purchasing a plan. In summary, Conversocial’s pricing is not standardized and requires direct communication with the vendor to get a quote, and there are no free options available. Conversocial - Integration and Compatibility
Conversocial Overview
Conversocial, now integrated into Verint’s suite of solutions, offers extensive integration and compatibility features that make it a versatile tool for customer engagement.
Integration with CRM Systems
Conversocial can seamlessly integrate with existing CRM systems, enhancing the overall customer service experience. For instance, it integrates with Oracle Service Cloud, allowing service agents to leverage rich conversational history across social messaging channels to augment customer incident records and make service agents more effective.
Multi-Channel Support
Conversocial supports a wide range of social media and messaging platforms, including Facebook, Twitter, WhatsApp, Instagram, WeChat, YouTube, and more. This multi-channel support enables businesses to engage with customers across various digital channels, providing a unified and consistent customer experience.
Verint Cloud Platform
Since its acquisition by Verint, Conversocial is hosted on the Verint Cloud Platform. This integration allows data to be shared among all solutions within the Digital-First Engagement category, benefiting from advanced artificial intelligence and analytics shared by all Verint software applications.
Automation and Workflow
Conversocial integrates AI-driven bots and human agent-based customer engagement, allowing for automated workflows and smooth handoffs between bots and human agents. This integration enhances the efficiency and scalability of customer service operations.
Analytics and Reporting
The platform provides a full suite of reporting tools, enabling businesses to gauge customer satisfaction (CSAT) and Net Promoter Score (NPS) through messaging channels. These analytics tools offer quantitative and qualitative insights, helping businesses compare their messaging customer service efforts to traditional channels.
Mobile Compatibility
Conversocial supports both Android and iOS platforms, ensuring that businesses can manage customer interactions on the go. This mobile compatibility is crucial for maintaining real-time engagement and responsiveness.
Team Collaboration
The software includes features such as team collaboration, internal notes, group routing, collision control, and a unified queue. These features facilitate effective communication and coordination among customer service agents, ensuring that customer inquiries are handled efficiently.
Third-Party Integrations
Conversocial offers role-based access control and supports third-party integrations, making it adaptable to various business environments and existing technology stacks.
Conclusion
In summary, Conversocial’s integration capabilities and compatibility across different platforms and devices make it a comprehensive solution for businesses looking to enhance their customer engagement and service operations.
Conversocial - Customer Support and Resources
Conversocial Customer Support Overview
Conversocial offers a range of customer support options and additional resources that are designed to enhance customer engagement and efficiency in managing social media customer service.Automated and Prioritized Customer Service
Conversocial uses natural language processing (NLP) to automatically identify and prioritize customer service issues on social media. This helps in cutting through the noise and ensuring that critical issues are addressed promptly.Customizable Workflows and Permissions
The platform provides customizable workflows and permissions, which are scalable for large teams of agents and managers. This ensures that the right agents are handling the right issues, maintaining service level agreements (SLAs) efficiently.Integration and Real-Time Tools
Conversocial integrates fully into the contact center, allowing for seamless management of customer service conversations. Real-time tools and analytics enable managers to track customer service performance and agent productivity, providing valuable insights to improve service quality.AI-Driven Bots and Human Agents
The platform integrates AI-driven bots with human agents to boost customer engagement. Bots handle simple customer queries, reducing operational costs and allowing human agents to focus on more complex issues that require a personal touch.Proactive Customer Engagement
Conversocial allows businesses to engage customers proactively based on their activity on social media. This includes managing customer issues raised on social media, providing instant responses, and offering personalized interactions to improve customer satisfaction.Training and Ease of Use
The platform is easy to use and requires minimal training for agents to get started. This simplicity helps teams to quickly adapt and begin offering a great customer experience without extensive onboarding.Performance Metrics and Feedback
Conversocial provides tools to measure key engagement figures and customer satisfaction (CSAT) metrics. This includes tracking open rates, engagement rates, and other vital metrics that help in improving the overall customer experience.Support for Large Customer Bases
The platform is particularly beneficial for companies with large customer bases, helping them manage a high volume of customer service conversations efficiently. It has been used by leading brands such as TESCO, Vodafone, and British Airways to improve their customer service outcomes.Conclusion
Overall, Conversocial offers a comprehensive suite of tools and resources that help businesses deliver exceptional customer service on social media, enhance customer engagement, and improve operational efficiency. Conversocial - Pros and Cons
Advantages of Conversocial
Efficient Customer Engagement
Conversocial is highly effective in managing customer interactions across various social media and messaging channels. It allows businesses to respond promptly to customer queries, enhancing the overall customer experience. The platform integrates AI-driven bots and human agents, ensuring seamless and personalized interactions.Improved Response Times and Efficiency
Conversocial significantly reduces first response times by up to 80%, and it can handle multiple conversations simultaneously, optimizing the time of customer service agents. This efficiency also leads to a reduction in costs, with automated messaging decreasing the cost per contact by 48% compared to live chat.Enhanced Customer Experience
The platform offers a unified inbox, real-time messaging, and automated workflows, which help in delivering an end-to-end customer experience. It also supports features like sentiment analysis, customer profiles, and team collaboration, making it easier to manage and improve customer interactions.Integration and Scalability
Conversocial integrates well with major CRM systems and supports multiple messaging channels such as Facebook Messenger, WhatsApp Business, and Apple Business Chat. This integration allows for a unified approach to customer service, making it scalable for businesses of various sizes.Revenue and Customer Acquisition
Businesses using Conversocial have seen significant revenue growth, with a 122% increase in appointments and a 109% increase in client show-ups. It also helps in reducing customer acquisition costs by up to 55% and increasing the average transaction spend by 15%.Disadvantages of Conversocial
Learning Curve and Setup
Although Conversocial is generally easy to use, it may require some initial setup and training to maximize its benefits. This can be a minor hurdle for teams that are new to such platforms.Cost
While the exact pricing is not detailed in the sources, it is implied that Conversocial might be more expensive for smaller businesses. The cost-effectiveness is more pronounced for medium to large enterprises.Dependence on Bots and Human Agents
While the combination of bots and human agents is a strength, it also means that the system relies on both components working seamlessly together. If the bots cannot handle complex inquiries effectively, the handoff to human agents must be smooth to avoid any disruption in the customer experience.Limited Feedback on Small Business Use
Most of the benefits and success stories highlighted are from larger enterprises. There is limited information available on how effectively Conversocial serves the needs of small businesses, which might be a consideration for smaller organizations. In summary, Conversocial offers significant advantages in terms of customer engagement, efficiency, and revenue growth, but it may have some limitations related to setup, cost, and its suitability for smaller businesses. Conversocial - Comparison with Competitors
When Comparing Conversocial with Other AI-Driven Tools
When comparing Conversocial, now part of Verint as Verint Messaging, with other AI-driven sales and customer experience tools, several key points and alternatives come to light.
Unique Features of Conversocial
- Social Messaging: Conversocial specializes in facilitating interactions between businesses and customers via private messaging channels such as WhatsApp, Facebook Messenger, and more. This platform is particularly strong in providing a personal touch and convenience through social messaging.
- Conversational AI: It integrates bots and human agents seamlessly, allowing for efficient first-contact resolution. The platform supports all types of interactions, including human-to-human, human-to-bot, and bot-to-bot, across various channels.
- Asynchronous Messaging: This feature allows customers to pause and resume conversations at their convenience, which is particularly useful for customer support and engagement.
- Efficiency and Cost Savings: Conversocial has been shown to reduce first response times by 80% and decrease the cost per contact by 48% compared to live chat, while also increasing self-service containment.
Competitors and Alternatives
Intercom
- AI Chatbot: Intercom uses AI models like Fin AI Agent and Fin AI Copilot to automate early stages of customer interaction, qualify leads, and provide support. It also sends personalized messages based on user behavior and tracks user activity to optimize engagement.
- Key Difference: While Intercom is more focused on general customer engagement and lead qualification, Conversocial is specialized in social messaging channels.
- Pros and Cons: Intercom is easy to use but can be expensive for small businesses. It integrates with over 300 tools, including Salesforce and HubSpot.
Zendesk
- Customer Experience: Zendesk is a leading competitor in the customer experience category, offering a comprehensive suite of tools for customer support and engagement. It includes features like ticketing systems, live chat, and knowledge bases.
- Key Difference: Zendesk is more broad in its offerings, covering a wide range of customer support channels, whereas Conversocial is focused specifically on social messaging.
- Pros and Cons: Zendesk is highly scalable but can be complex to set up. It offers strong integration capabilities with various CRM systems.
HubSpot CRM
- CRM and Sales Tools: HubSpot CRM offers a range of sales tools, including AI-powered chatbots, email automation, and lead tracking. It is known for its user-friendly interface and strong integration with other HubSpot tools.
- Key Difference: HubSpot CRM is more of a general CRM platform with built-in sales tools, whereas Conversocial is specialized in social messaging and customer engagement.
- Pros and Cons: HubSpot CRM is highly integrable but can be expensive for advanced features. It offers a free version as well as various paid tiers.
Summary
Conversocial stands out for its specialized focus on social messaging and its ability to integrate bots and human agents seamlessly. If your primary need is engaging customers through social media channels, Conversocial is a strong choice. However, if you require a more comprehensive CRM or customer experience platform, alternatives like Intercom, Zendesk, or HubSpot CRM might be more suitable depending on your specific needs.
Conversocial - Frequently Asked Questions
Here are some frequently asked questions about Conversocial, along with detailed responses to each:
What is Conversocial and what does it do?
Conversocial is a multi-feature customer engagement software designed to improve customer satisfaction by delivering a conversational customer experience. It integrates with top social media networks and messaging channels to manage customer queries, analyze insights, and enhance customer engagement through AI-driven bots and human agents.
How does Conversocial integrate with social media and messaging channels?
Conversocial allows you to connect and integrate with top social media networks such as Facebook Messenger, WhatsApp, and other messaging channels. This integration enables you to review incoming queries and customer comments, analyze engagement levels, and report key engagement figures across these platforms.
What are the key features of Conversocial?
Conversocial offers several key features, including:
- Workspace: This feature helps agents manage customer conversations by matching them with the best-suited agent based on the customer’s needs and history.
- Bots: Conversocial allows you to build adaptive bots that can engage customers with personalized content and mimic human conversations.
- Notify: This feature uses integration triggers to create customer segments and deliver behavioral-based messaging in real-time.
- Switchboard: This feature facilitates a unified approach across all social media platforms, enabling seamless handoffs between bots and human agents.
How can Conversocial improve customer service?
Conversocial helps improve customer service by:
- Reducing inbound call volume through messaging channel promotion.
- Increasing Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
- Providing exceptional customer service by allowing agents to handle multiple conversations simultaneously and optimizing their time.
- Ensuring customers can return to the same conversation thread and agent even if they had to leave.
Can Conversocial help in reducing customer acquisition costs and increasing average order value?
Yes, Conversocial has been shown to reduce customer acquisition costs (CAC) by up to 55% and increase the average order value by 15%. This is achieved through personalized and adaptive automation, as well as effective messaging channels like Facebook Messenger.
How user-friendly is the Conversocial platform?
The Conversocial platform is simple and intuitive, requiring minimal training for your team to get started. It allows agents to sift through a large number of comments and moderate them efficiently, making the workflow faster and more manageable.
Which companies use Conversocial?
Conversocial is used by several leading brands worldwide, including TESCO, Vodafone, Lush, Freshly, Google, Barclays, and British Airways.
How does Conversocial handle the transition between bots and human agents?
Conversocial’s Switchboard feature enables a seamless transition between bots and human agents within the same conversation thread. Bots collect information and then hand off the conversation to human agents when necessary, ensuring the customer does not notice the transition.
Can Conversocial help in protecting the brand reputation?
Yes, Conversocial helps protect the brand reputation by allowing you to address customer complaints promptly and effectively across social media channels. It ensures that negative feedback is managed quickly to prevent it from becoming a larger issue.
How does Conversocial analyze and use customer insights?
Conversocial analyzes customer insights by integrating with social media and messaging channels to gather data. This data is used to understand customer needs, prioritize customer queries, and deliver personalized customer experiences. The platform also provides actionable insights to help businesses make informed decisions.