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Conversocial Software

Name: Conversocial Software
Rating: 4.5 (2 reviews)

By Conversocial, Inc

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Highlights : About Conversocial Software

Response management

Agent collaboration

Supervisor dashboard & tools

CRM integration

Conversation threads

Peer-to-peer self-service

About Conversocial Software

Conversocial is a cloud-based social customer service solution capable of enabling customer engagement across social messaging channels such as Messenger, Facebook, Twitter, WhatsApp, Instagram, WeChat, YouTube and more with security and control. It is suitable for a range of industries, including travel, hospitality, retail, banking, telecommunications, utilities and healthcare. Conversocial provides an Auto Conversation Distribution (ACD) system, which delivers customer service by distributing conversations among agents. It offers a real-time reporting and tracking module, which provides insights related to customer feedback and team performance. The software also provides prioritization and a unified inbox for the sorting and filtering of social media data. This solution also offers agent collaboration features, such as approval systems, internal notes, team-based routing, collision controls and unified queue. Its conversation threading feature combines messages and posts from various sources into a single conversation for greater context. Conversocial is capable of integrating into an organization’s existing customer relationship management (CRM) platform such as ZenDesk, SalesForce, Pega and Oracle, as well as in-house systems via Conversocial's API.

Specifications

Business Size

Small

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

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

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

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.

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

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