Liberty Converse

Pros

Bringing phone, web, chat and social media conversations into one platform, it makes customer service feel much more simple and well organised. The newer CX AI self-service features handle routine enquiries automatically which takes pressure off the team and helps improve customer satisfaction at the same time. On top of that, the live monitoring, multi-channel capabilities and escalation tools give us real-time insight to spot patterns, catch busy periods or recurring issues and respond appropriately.

Cons

there really isn't anything I'd point to as a downside, our experience has been positive throughout.

Pros

Rolling it out twice this year for two different housing associations, both under tight timelines, went without a single issue. Our goal was simply to deliver no less than what we already had and it didn't just match that expectation, it went beyond it. The platform is user-friendly, capable and simple to configure, train on and introduce to users. Its out-of-the-box functionality made it possible to shape a roadmap that opens up extra features without expensive development work or drawn-out project schedules. The real difference though, is the team behind the product. Even with challenging deadlines, their support has been exceptional. They're always willing to help and consistently put in extra effort to make sure we succeed. I'd absolutely recommend it to any organisation wanting to modernise quickly with a dependable, user-friendly solution backed by an excellent team.

Cons

There's not much to complain about. If I had to mention one thing, it's that the range of features and level of flexibility can seem a little daunting at the beginning especially for teams coming from more rigid systems. That said, it doesn't take long to get past that because the platform is so user-friendly and the support from the team is excellent.