CONVERSOCIAL

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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.

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Conversations

  • Intelligently groups related messages into meaningful conversations.
  • Full customer history available for complete context.
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Prioritisation

  • Automatically prioritises customer service issues, using natural language processing and machine learning that adjusts to specific industry needs.
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Workflow

  • Intelligent workflow features enable seamless collaboration on issues.
  • Helps agents manage and balance high workloads and avoid duplication of effort.
  • Automated workflow rules prioritise and distribute conversations to agents and available experts, reducing handling and response times.
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Insights

  • Displays customer service activity in real-time to continually monitor SLA and KPI performance.
  • Powerful analytics provide accurate, actionable insights into customer trends over time.
  • Full data export available for custom analytics.
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Security

  • Comprehensive safeguards ensure information security and regulatory compliance.
  • Role-based granular permissions.
  • Approval workflows.
  • IP Locking.
  • Complete audit trail.
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Integration

  • RobustAPIs integrate seamlessly into other business solutions, including CRM and contact centre technologies.
  • Provides a single view of the customer in a multi-channel environment.
  • Feeds social data back into operations.

SERVICES

Conversocial is a full-service solution for integrating social media into the contact centre, leveraging the experience of hundreds of enterprise implementations to build and optimise best-in-class social customer service operations.

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Technology

Conversocial’s product specialists work with your team to align the fully-configurable Conversocial platform to your business requirements and workflows.

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Strategy

Conversocial helps build strategic frameworks for your social customer service operations that are robust, efficient, scalable and safe.

Their expert consultants work with you and your stakeholders to conduct needs analyses, operational assessments, business objective-setting, and performance reviews and optimisation.

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Support

Why Satisfy provides extensive product support, advice and industry insights – all just a call, email or tweet away.

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Training

Why Satisfy provides customisable training – on-site or online to all skill levels on social media – equipping you with customer service best practices, business policies and practices, and the Conversocial platform.

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Activation

Conversocial’s experts work closely with internal and agency stakeholders to build and scale your social customer service operation, in alignment with business requirements and industry best practice.

They provide a complete service including strategy execution, project management, playbook, policies and documentation, activation roadmap and timeline.