Conversocial

Develop meaningful relationships across the most relevant digital touchpoints of your customers.

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Relationships are your strongest channels.

Conversocial is an integrated social customer service platform that enables businesses to successfully manage customer issues over social media. Conversocial cuts through the noise to identify and prioritise customer service issues. Coupled with intelligent workflow, conversation history and powerful analytics, it enables efficient customer engagement informed by actionable insights.

Make an impact, and be able to prove it.

  • Go beyond Response and Handling Time
    Measuring Resolution Time and its impact to CSAT
    and sentiment
  • Easy-to-understand multichannel insights
    Add value across your business with customizable reports
  • Real-time dashboards
    Keep a pulse on SLAs, workload distribution and potential
    spikes in volume
  • Measure conversion
    Track the impact of negative situations turned positive
    resolution with sentiment conversion metrics

Organize, prioritize, route and triage without lifting a finger.

  • Conversation threads that make sense
    Thread together public and private messages automatically
  • Same conversation, same agent
    Route conversations automatically back to the original agent
  • Actionable conversations distributed
    Auto-assign based on agent specialization, triggers and topics
  • Resolution management
    Collaboratively deliver meaningful resolution with a robust case management system

Be an innovator and take customer service to the next level.

  • Preventive customer service
    Find indirect mentions on Twitter and Instagram to proactively resolve issues.
  • Empower your agents
    Transform your processes to go above and beyond for customers.
  • Integrate with listening platforms and forums
    Discover opportunities to engage with your community and customers.
  • CRM interaction history
    Rapidly integrate your CRM for a single view of the customer and personalized service.
be an innovator conversocial

A complete solution for effortless customer conversations

Unlike using legacy contact center systems or social suites, you can now deliver customer service on the digital channels with the same efficiency, humanity and scale as social.

Consolidated agent desktop
Knowledge management
Post scheduling and broadcasting
Agent collaboration
Flexible permission configurations
Single view of the customer
Unified inbox
Supervisor dashboard and tools
Peer-to-peer self-service
Adaptive business rules engine
Enterprise-grade security and compliance
Crisis management protocols

“ Our mission is to be the most customer-centric online shopping destination in South Africa. Conversocial allows us to do just that, by offering personalised support and service to individuals.”

 

Tabitha Van der Merwe – Social Media Manager Takealot

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