Verint Messaging Reviews

“Helpful brand feedback”

Pros

This application makes it much easier to manage customer feedback coming from both our website and our social media accounts. It helps us gather responses in one place and analyze our brand reputation more effectively.

Cons

The downside is that the software is not very flexible. It mainly works for responding to messages that come into the inbox and tracking customer engagement but it does not offer analytics reports that can be generated from the system.

“Powerful social listening”

Pros

Managing customer feedback with Conversocial has been a really positive experience. The platform is very user-friendly and it offers much more than basic messaging. It's a helpful option for social listening and keeping track of brand reputation and the analytics and automation tools are especially strong. It also supports multiple channels and scales fairly well as needs grow.

Cons

It does need frequent updates and new features on a regular basis and the pricing is on the expensive side.

“easy tracking and search”

Pros

Their tracking system has been really useful especially since it keeps a full record of all previous contact calls. The keyword search tool is another feature I've appreciated a lot.

Cons

A mobile app would make a big difference for me especially when I'm traveling and need to handle more calls on the go. I also felt the pricing was a bit steep for a small business.

“Efficient workflow for social teams”

Pros

Our agents have become dramatically more efficient with this tool, we're handling about 10x more responses than we could natively or with deck-based platforms and it still preserves the native experience inside their existing tool. The prioritization features are also really strong and add a lot of value.

Cons

The reporting side is still fairly static at the moment though it does seem to be improving over time.

“smart history feature available”

Pros

Compared with other social media listening tools, Conversocial stood out right away because the platform feels simple and easy to use. The layout is well thought out and everything seems to be placed where it should be. The shortcuts save time and the keyword search is very convenient to use for the most part. Another feature I really appreciate is how it brings up previous engagements. You can quickly see how many times a user has mentioned your company, brand or school and then open those past conversations without digging around. With other engagement tools, I've had to click through multiple screens to find that kind of history or the option just wasn't there at all. Conversocial handles this in a much more efficient way. Their tech support team has also been excellent and responds quickly whenever my team or I run into issues. The tagging options were also easy and simple to work with.

Cons

One thing I'd really like to see is a mobile app for the platform. Since social media conversations happen around the clock, it would be helpful to jump into Conversocial from my phone to archive or respond more quickly. I also wish bulk archiving were more convenient and that searches could be filtered more easily to show only items that haven't already been assigned or archived. Even with that, it's still a very strong platform overall.

“Powerful social workflow”

Pros

Handling multiple social accounts in Conversocial was one of the biggest advantages for our team. We used it to monitor conversations across more than 60 Facebook pages along with several Twitter accounts and compared with tools like Salesforce Radian6, Salesforce Social Studio, Percolate and Hootsuite, its interface was one of the strongest I've worked with. It made it simple to switch between single or multiple accounts and channels, add tags for organization, assign messages to teammates and build macros that could trigger several actions at once. The keyboard shortcuts were also a huge plus since most other platforms either don't offer them or only support them in a limited way. On top of that, the Conversocial team was consistently responsive and pleasant to work with whenever we had service requests or questions.

Cons

Our team only moved away from Conversocial because we needed a more complete social media management suite that could handle everything in one place, including monitoring, publishing, listening and reporting. For a focused solution, Conversocial does a really great job. Reporting is available but it's somewhat limited although they were continuing to expand that side of the product.

“Helpful team and faster replies”

Pros

The team is always supportive and ready to help whenever needed. The software is very simple to use and having every channel in one place really helps cut down response times.

Cons

My only criticism is that when assigning sentiment to a thread, each one has to be done separately.

“Forward-thinking platform partner”

Pros

Beyond meeting our technical needs, the relationship with Conversocial has been extremely valuable. They consistently stay ahead of the curve in the industry and help us spot opportunities to keep pace with rising customer expectations. That applies across reporting, the associate experience and the partnerships they maintain with social media platforms. We not only have a strong solution but also access to subject matter experts who help us get the most out of it.

Cons

It's honestly difficult to point to any specific downside. Whenever something has come up, it's been addressed quickly, either through a resolution or by mapping out a clear path forward.