Conversocial Pricing, Features, Reviews & Comparison of Alternatives

Conversocial

The Digital Care Platform for Social Messaging.

4.56/5 (8 reviews)

Conversocial overview

Conversocial is a cloud-based customer service platform which allows companies to connect with customers and provide engaging support through social media channels. The solution is aimed at medium-sized and large B2C companies which have direct customer relationships, across a range of industries including retail, finance, travel, and telecommunications.

Conversocial automatically threads public and private messages together to maintain context for all conversations with customers. Conversations are automatically routed to the agent who responded to the initial interaction, and assignment of actionable conversations can be automated based on topics, triggers, and agent specializations. The case management system aims to assist users in collaboratively delivering meaningful resolutions to customer issues. Integration with CRM systems gives agents access to full customer interaction histories and enables more personalized service. Conversocial can also be integrated with forums and listening platforms to identify opportunities to engage with customers and the community, and indirect mentions can be discovered on Instagram and Twitter, and used to proactively resolve customer issues.
www.conversocial.com

Pricing

Pricing options
Value for money
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Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Canada, China and 6 other markets, Europe, Germany, India, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English
Conversocial screenshot: Intelligent routing, rules and prioritization based on identity and full conversational context for a broad range of messaging channelsConversocial screenshot: Zero Agent Down-time - Unique "Play Mode" fully automates case distribution to focus agents on the right conversationsConversocial screenshot: Seamlessly integrate agent-assisted service/automation in a single conversationConversocial screenshot: A full suite of features to gauge CSAT, NPS and sentiment conversion within social messaging threads. Reporting dashboards provide brands with both quantitative and qualitative insights around customer satisfaction and consumer sentiment.Conversocial screenshot: Case management, agent efficiency and customer satisfaction metrics to compare messaging like-for-like with your other channelsConversocial screenshot: Robust API for 2-way integration with numerous CRM systems like SalesForce Service Cloud, Pega, Zendesk, and Oracle or internal applications to create a fully integrated customer engagement hub.Conversocial screenshot: Agent and team efficiency metrics as well as instant scale-out infrastructure allow you to embrace inbound messaging volume with confidence.

Conversocial reviews

Excellent
5

Very good
3

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.2
  4.1
  4.6
  4.7
Nolan Perry

Conversocial: One of the best for social monitoring and engagement

Reviewed 2015-11-23
Review Source: Software Advice

Pros
The best thing about Conversocial is its ease of use when monitoring and engaging several social media accounts. My team used Conversocial to monitor conversations on 60+ Facebook pages and multiple Twitter accounts, but I've also used Salesforce Radian6, Salesforce Social Studio, Percolate, and Hootsuite. Conversocial has one of the best user interfaces I've encountered. It's easy to select single or multiple accounts and channels, apply tags for categorization, assign out to different team members, and even create and use macros to do several actions at once. Plus, Conversocial has keyboard shortcut keys for most of these actions, which other platforms are either completely lacking or too limited. The team at Conversocial were always great to work with and responsive to service requests or questions.

Cons
The only reason my team stopped using Conversocial was to switch to a more fully-featured social media management suite so we could have all aspects of social managed within one platform (Monitoring, Publishing, Listening, Reporting, etc). If you're looking for a point solution, Conversocial's great. They do have some limited reporting and are working on further offerings there.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Amy Ortega

Simple and Effective Engagement Tool

Reviewed 2015-11-23
Review Source: Software Advice

Pros
Conversocial stuck out to me above other social media listening tools because of its simplicity and easy to use platform. The layout of Conversocial is strategic and everything seems to have a place. The shortcut options are quick and I love how easy it is to use their keyword search (for the most part). My other favorite features from Conversocial are the way they pull up previous engagements. You can see how many times each user has mentioned your company/brand/school and then can view those previous conversations. With other engagement tools, I've had to click around a few times to view previous engagements, or there is no option to view them. Conversocial has found a very efficient way to provide this data. They also have a wonderful tech support team and are quick to act whenever myself or my team experienced issues. The tagging options were simple to use as well.

Cons
I wish Conversocial had an app for their platform. Since conversations on social media occur 24/7, it'd be nice to quickly access Coversocial from my phone and archive, respond, etc. quickly. I also wish it was easier to bulk archive in Conversocial as well as only search for items that weren't already assigned or archived. All in all, this is a great platform, though.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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David Tull

Conversocial for Dedicated Social Customer Care and Engagement

Reviewed 2015-11-19
Review Source: Software Advice

Pros
Not only does the technology meet our needs, the partnership with Conversocial as an organization is incredibly valuable. They consistently position themselves in an anticipatory industry foothold, helping us identify and meet opportunities to stay ahead of customer expectations. This holds for reporting, associate experience, and the partnerships they build with social media entities. We have a solution and subject matter experts that help us use it to its fullest capacity.

Cons
Hard to pick out anything in particular. Any issues we've had, we've been able to work quickly to either resolve or road-map solutions.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

Manage customer feedback with ease

Used weekly for 6-12 months
Reviewed 2019-01-19
Review Source: Capterra

If you can afford it, go for it. I’m sure you'll love using Conversocial for the fact that it has a lot to offer its clients.

Pros
I have to admit that Conversocial is amazing when it comes to managing customer feedback. Not only is it super-easy to use but it has some of the best features that help you do a lot more than messaging. 1. A helpful tool for social listening and managing brand reputation. 2. Powerful analytics and automation feature. 3. Supports multiple channels and is fairly scalable.

Cons
1. Needs regular updates and new features quite often. 2. It is pricey.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Gina Topley

Great interface and software design

Used weekly for 1-2 years
Reviewed 2018-10-23
Review Source: Software Advice

Pros
The platform is extremely easy to use with a well-designed layout that is great to work with. Customer service makes a point to ensure you have the best experience possible with this product.

Cons
After a demo and trial period this product became slightly pricey and we had a hard time fitting it into our already full budget.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Conversocial pricing

Pricing options
Subscription
View Pricing Plans

Contact Conversocial directly for full pricing information.

Conversocial features

API
Activity Dashboard
CRM Integration
Chat
Contact History
Knowledge Base Management
Multi-Channel Communication
Prioritizing
Reporting & Statistics
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management

Automatic Notifications (91 other apps)
Customizable Branding (91 other apps)
Email Integration (83 other apps)
Instant Messaging (89 other apps)
Monitoring (90 other apps)
Real Time Monitoring (66 other apps)

Additional information for Conversocial

Key features of Conversocial

  • Response management
  • Knowledge management
  • Multi-channel insights
  • Customizable reports
  • CRM integration
  • Real-time dashboards
  • Supervisor dashboard & tools
  • Sentiment conversion metrics
  • Auto-assignment
  • Conversation routing
  • Unified inbox
  • Social media monitoring
  • Agent collaboration
  • Flexible permission configurations
  • Adaptive business rules engine
  • Conversation threads
  • Resolution management
  • Consolidated agent desktop
  • Post scheduling & broadcasting
  • Single customer view
  • Peer-to-peer self-service
  • Crisis management protocols
  • Public & private messages
  • Interaction tracking
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Benefits

Public and private messages are threaded together automatically, to ensure that full context for the conversation is maintained.

Conversations can be assigned to agents automatically, based on their topic, triggers, and agent specializations, and when new messages are received, conversations are routed back to the agent who originally responded.

Real-time dashboards give users insight into workload distribution, SLAs, and potential spikes in volume, and customizable reports provide multi-channel insights.

Indirect mentions can be identified on Instagram and Twitter, providing opportunities to proactively resolve customer issues, and integration with forums and listening platforms allows companies to engage with their customers and community.

Integration with CRM systems allows users to access customer interaction histories and provide a more personalized service.