Conversocial Launches Workflow, Intelligence & Insights Capabilities



Conversocial, a provider of social customer care solutions, today introduced workflow, intelligence, and insight capabilities. This launch includes the capability to conduct customer satisfaction and Net Promoter Score surveys via Facebook Messenger.

"Social engagement has matured to the level where it needs to be treated with the same gravity as other care channels, like voice, email, and chat, while simultaneously harnessing the nuances of social messaging that makes these channels so unique," said Joshua March, CEO and founder of Conversocial, in a statement. "Enabling businesses to deliver in-the-moment, effortless customer care on social requires an enterprise-ready partner, and our latest set of product enhancements are purpose-built to enable customer care teams to deliver an incredible customer experience with scale and efficiency over social messaging channels."

As part of its latest platform enhancements, Conversocial has expanded capabilities across the following four areas:

  1. Workflow: Using Conversocial Conversations, users can prioritize, engage, and track issue resolution with case management capabilities built for social messaging.
  2. Intelligence: Users can automate interactions and seamlessly route customers to the best solution with support for messaging-based visual IVR within a Twitter DM or Facebook Messenger dialog. Users can also create and integrate messenger bots into social customer support channels.
  3. Insights: Users can now conduct surveys via Facebook Messenger or Twitter. Reporting dashboards are now available, providing quantitative and qualitative insights around customer satisfaction and Net Promoter Scores. In addition, Conversocial's new Agent Dashboard provides contact center managers with insights and reporting around agent effectiveness, issues that need escalation, instant utilization information for social care teams in the moment, over a shift, overnight or over a weekend, as well as efficiency comparisons across social networks.
  4. Integration between social messaging for customer care via Conversocial and existing CRM platforms.