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 efficient 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 provide a rich customer experience by leveraging the personal touch and convenience of social messaging. It supports a wide range of businesses, including startups, enterprises, and SMEs, helping them build and scale relationships with their customers.
Key Features and Functionality
Priority Response and Queue Engine
Conversocial 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.
AI-Powered Chat Support
The platform includes AI chat support for both agent assist and automated customer service. This allows for seamless interactions between customers and either bots or human agents, ensuring that complex issues can be handed off to human agents when necessary.
Unified Inbox and Multi-Channel Support
Conversocial offers a unified inbox that consolidates social media data, enabling teams to manage customer interactions efficiently across multiple social media platforms. This multi-channel support ensures that all customer communications are centralized and easily accessible.
Team Management and Collaboration
The platform provides a collaborative environment where teams can share social communications while management retains control over social platforms. This includes features like team collaboration, role-based access control, and response templates to streamline the support process.
Analytics and Reporting
Conversocial includes robust analytics and reporting capabilities that measure key metrics such as customer satisfaction, agent response times, and issue frequency. The platform also offers reporting dashboards and insights around agent effectiveness, customer satisfaction surveys, and Net Promoter Scores.
Workflow and Case Management
Users can prioritize, engage, and track issue resolution with advanced case management capabilities. The platform supports automated interactions and visual IVR within messaging channels like Twitter DM or Facebook Messenger, enhancing the efficiency of customer support processes.
Integration with CRM and Other Systems
Conversocial integrates seamlessly with existing CRM platforms and other third-party systems, ensuring that customer data and interactions are synchronized across all channels.
Sentiment Analysis and Social Listening
The platform includes sentiment analysis and social listening features, allowing businesses to monitor and respond to customer sentiments and mentions in real-time, ensuring timely and relevant engagement.
Customizable Dashboards and Mobile App
Conversocial offers customizable dashboards and a mobile app, providing flexibility and accessibility for customer service teams to manage interactions on the go.
Conclusion
In summary, Conversocial is a powerful tool for businesses aiming to enhance their customer service capabilities through social messaging and AI-driven support, ensuring a superior customer experience and improved operational efficiency.