Dotdigital vs. Verint Channel Automation

The platform is very similar to many of its competitors, and the only reason why some people chose this over others is its natural integration with Magento. For its limits, it is worth investing in an integration with another platform to save money in the long run.

Incentivized

It is well suited for larger organizations that see a lot of content. If you're a very small business with little engagement, Conversocial may not be the most appropriate tool for you. I would ask yourself how much content you see each day/week, is that number going to increase for any reason, and based on that Conversocial may be the perfect fit.

Incentivized

• Seamless experience on the platform
• Integration to Shopify, Loyalty Lion etc
• Helpful KAM with troubleshooting issues and setting up program
• Responsive customer support on platform

Incentivized

• Businesses can analyze how long it takes different agents to respond to customer inquiries on social media. This helps them understand staffing, response time, and how to become more efficient with customer care.
• By utilizing the tagging and sentiment features across all conversations, businesses can better understand what their customers are talking most frequently about on social media and whether it's positive or negative. This can help identify frequent product issues that may lead to future design improvements.
• Through the dashboard, customer representatives can also easily assign conversations to the appropriate team member. This makes it more efficient for different managers to handle different conversations related to their product expertise.

Incentivized

• Improved email results reporting are needed.
• Learning the system and planning campaigns can take time.
• It had issues integrating Google Analytics and lacked transactional email metrics.

Incentivized

• Determining the sentiment of a social message is something that every predictive modeled Social CRM tool can improve on.
• Mechanism for posting to a native site might be more robust. Although our business did not choose to post through the tool. We did not use any other mechanism to automate our posts.

The only two reasons we would not continue using Conversocial are it's lack of comprehensive analytics and its lack of Radian6's categorization tools. Tags make up for the categorization pretty well, however, and we're considering switching everything over to this now that we've tested tags for a couple months within Conversocial. (I previously wrote that Conversocial lacks support for some social channels like Instagram, LinkedIn, and YouTube, but they have now added Instagram and YouTube.)

DotDigital is not difficult to use, however, the user interface could use some optimization. There are certain elements that can be challenging to find, and the menus are not always intuitive. However, the tool makes up for that with easy to use features, like creating segments, and allowing many rules to specify these particular groups.

Incentivized

Because of the number of features it offers and the manner in which they're presented. I've explored a number of other tools that just don't do it as well. When sorting through and responding to hundreds of social media messages each day, the number of clicks it takes to do something really matters. Conversocial does a great job of minimizing clicks and presenting the data we need without having to click to find it

Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.

Extremely fast, practically in real time.

Our account rep at Conversocial has set up a call with me every two weeks to check in, talk about new features, or answer questions. I know I can email or call her for help anytime. Their support team also responds quickly.

Comprehensive training in all aspects of the software and general usages (including social media) for both agents and managers. Simulation workshops really made the live deployment process very smooth.

Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.

Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.

DotDigital's platform is simple to use for essential email marketing campaigns. Setting up Programs (action-driven automation) is simple. It gives you the ability to design stunning campaigns with a wide range of customizability. To better understand our customer base, it analyzes each email sent out. In every situation, the support team has been responsive and helpful.

Incentivized

Early on we did comparisons with Hootsuite and later with Adobe. While they have similarities, the difference at the time and likely currently, was the personal interest and general accessibility of Conversocial's platform and people. The combination of an effective CRM solution and a team that was readily available to help proved to be the winning formula for our business.

• Positive - Always delivers a good amount of inbound enquiries
• Positive - This has delivery a sold amount of client wins over the years - an integral part of our bottom line sales.

Incentivized

• One of the biggest benefits we are seeing is that we have reduced the number of post-holiday complaints coming into head office. Since we are responding to issues and concerns as they arise, we can impact overall customer satisfaction.
• The efficiencies gained from using a centralized platform for managing the response process has enabled us to reduce our team by 50%.
• We can track that we are responding to a fan's first message within 30 minutes.
• We can track the number of messages each user engages with.
• We can see the most effective times of day to post and reply.