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