Product Overview of Conversocial
Conversocial, now part of Verint’s Digital-First Engagement portfolio as Verint Messaging, is a comprehensive Social CRM software designed to enhance customer engagement and support through social media and private messaging channels. Here’s a detailed look at what the product does and its key features.
What Conversocial Does
Conversocial enables businesses to deliver exceptional conversational experiences to their customers via private messaging channels such as Facebook Messenger and Twitter. The platform is tailored to help companies manage customer interactions efficiently, providing a seamless and personalized customer experience. It is particularly useful for brands aiming to build and scale relationships through the convenience and personal touch of social messaging.
Key Features and Functionality
1. Unified Inbox and Multi-Channel Support
Conversocial unifies public and private messaging threads into a single inbox, allowing customer service teams to manage interactions across multiple social media platforms, including Facebook and Twitter, from one centralized location.
2. Real-Time Messaging and Automated Workflows
The platform supports real-time messaging, enabling immediate responses to customer queries. It also features automated workflows that can route customers to the best solution, including messaging-based visual IVR within Twitter DM or Facebook Messenger dialogs.
3. Case Management and Issue Resolution
Conversocial includes robust case management capabilities, allowing users to prioritize, track, and engage in issue resolution. This ensures that customer issues are addressed promptly and efficiently.
4. AI-Powered Chatbots
The platform integrates AI-powered chatbots that can completely address customer inquiries in many cases. If an issue becomes complex, the conversation can be seamlessly handed off to a human agent.
5. Sentiment Analysis and Customer Insights
Conversocial offers sentiment analysis and customer satisfaction surveys conducted via Facebook Messenger or Twitter. It provides reporting dashboards with quantitative and qualitative insights around customer satisfaction, Net Promoter Scores (NPS), and Customer Satisfaction (CSAT) metrics.
6. Team Collaboration and Analytics
The software includes features for team collaboration, analytics, and reporting. The Agent Dashboard provides insights into agent effectiveness, issues needing escalation, and efficiency comparisons across social networks.
7. Customizable Dashboards and Mobile App
Users can create customizable dashboards to monitor key metrics and performance indicators. The platform also supports mobile apps for Android and iOS, ensuring accessibility and flexibility.
8. CRM Integration and Third-Party Integrations
Conversocial integrates with existing CRM platforms, allowing businesses to incorporate social care data into their CRM systems. It also supports various third-party integrations to enhance its functionality.
9. SLA Management and Response Templates
The platform includes SLA management tools and response templates to help customer service teams adhere to service level agreements and respond consistently to common queries.
10. Role-Based Access Control and Security
Conversocial features role-based access control, ensuring that only authorized personnel have access to specific features and data, enhancing security and compliance.
By leveraging these features, Conversocial helps businesses improve their customer engagement, increase efficiency, reduce costs, and ultimately deliver a superior customer experience through social messaging channels.