Features
Never Miss a Comment. Never Miss a Tweet.
How do you find what really matters amongst the general chatter? Conversocial helps you to reach real issues, fast.
Conversocial’s Priority Response Engine offers some smart technological solutions to manage the huge volume of diverse conversations taking place on social platforms. Intelligent prioritization gives complete and instant visibility of genuine complaints and questions that need a response.
Quick and efficient workflow, combined with sophisticated collaboration across teams and complete social interaction history allows you to deliver timely, valuable service.
Sentiment tracking, comment categorisation and comprehensive storage of all your data allows you to keep on top your social channels' activity, and feed valuable customer insight back into your organisation.
Look into the Conversocial features that will help your customers, your team, and your processes.
Connect with customers
Conversocial’s tools allow you to connect with your customers at every level. Refine your messaging over time, get maximum reach for your update and deal with responses efficiently. We help your teams to identify issues quickly and keep your customers happy.
Prioritization
Prioritize what's really important above general noise. Conversocial automatically filters customer service issues and inappopriate messages, allowing you to moderate effectively and reach your customers quickly.
Quick Processing
Customer interactions can be worked through quickly using bulk actions and keyboard shortcuts. Our customers can process 1000 messages an hour.
Conversation History
Keep conversations running smoothly with full conversation history for each of your fans and followers. Customer service agents can deliver more effective and relevant assistance when they know more about their customers.
Advanced publishing
Schedule your updates to reach customers at any time, post to an infinite number of social channels in just one click, and geo-target your messages to specific locations.
Engagement analytics
Conversocial’s unique engagement metric IPM shows the relative success of your updates, across different posts, different channels, and different times of day.
Sentiment tracking
Marking the sentiment of customer comments allows you to track satisfaction and understand the success of your messaging and customer service. Manually track sentiment as quickly and easily as you process incoming messages.
Collaborate across your team
As your social media program scales, the more colleagues you need to involve. Conversocial’s collaborative workflow makes it easy to direct all communication to the right member of your team.
Shared Inbox
All comments are accessible in an easily navigable, streamlined view, shared by your whole team. When something has been dealt with it’s updated for everyone, to save you all time.
Assignment
Assign comments and tweets to your colleagues to ensure the right person responds. Agents can escalate brand sensitive comments internally, and managers can allocate issues to customer service teams.
Complete Transparency
Keep track of what your team has been doing and what’s awaiting action, giving complete visibility of all activity and ensuring nothing gets lost in the system.
Internal Notes
Share information across your team to make sure your customers receive the most comprehensive answers as quickly as possible. An internal private notes system allows agents and managers to work on social communication together, efficiently.
Control your processes
Any corporate communication channel requires structure, process and security. Bring accountability to Facebook and Twitter with complete control and visibility over your team and the conversations they’re having. Take ownership of your data.
Team Roles
Manage your team members effectively and retain control over your Facebook pages and Twitter accounts with Manager and Agent roles.
Enterprise: Custom Roles
Decide exactly who has access to different functions with a completely custom permissions system. Design your own roles to reflect your team’s organisation
Audit Trail
Every action taken by your team is logged by Conversocial. Keep a complete record of everyone’s activity, for complete accountability.
Historic Archive
We store a fully searchable archive of every interaction which passes through your Facebook pages and Twitter accounts.
Data Export
Take control of your data with complete CSV exports of your customers’ messages, sentiment, your responses and response time. These easily downloaded reports are available whenever you need them.
Tagging
Organize your social data in a way that makes sense for you. Setting up tags to categorize your incoming messages helps you understand what your fans and followers are talking about. Gain true insight and report on common issues.
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