Verint Channel Automation is a social customer service software that enables companies to engage in large volumes of social media conversations with their customers. The cloud-based software combines intelligent prioritization with team management workflows.
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Verint Community
Score 9.9 out of 10
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Verint Community (Telligent) is a community and collaboration software platform developed by Telligent Systems and was first released in 2004. Telligent's focus was on offering a platform that can be integrated and extended, but this requires technical expertise. Verint acquired Telligent in 2015.
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.
If you need a community platform that's very versatile and has a relatively low entry-cost to get started, Verint is a good pick. If you need a solution that is guaranteed to work seamlessly and have no hiccups or issues overall, it is not well suited. Although it is a SAAS solution, some of the aspects of the platform do not make it seem so.
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.
Forums - organizing forum questions and identifying answered
Various layouts of blogs, divided by groups to enable different or similar layouts throughout the site. Ability to enable all to view the same or have particular groups of blogs to stand out and have it's own look and feel
ability to customize widgets to the needs of your use case
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.
Verint Community can work on improving the language part of their business which would help in interacting with customers in non English countries more easily
User interface is very dated, it required very high customizations from our side in order to be using it as functional. Hoping for UI part to be more focused on their upcoming updates.
Features such as chatting and group chatting could be introduced in a similar way to other big social media companies
They could build a mobile application as well other than the website for much better collaboration and ease of use.
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.)
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
If you are an experienced online community professional, Verint offers the flexibility you need. You do need to have a lot of expertise if you want to build a solid user experience because there isn't a template out-of-the-box that is just ready to go for various use cases. It will take awhile to fully understand the capabilities of Verint Community.
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.
While the support portal (cases) is helpful, I've been even more impressed by their own support community. I always get quick, thoughtful, and interesting answers to my questions from support personnel, in-house developers, other users, and even the VP/GM himself! They have a really wonderful thing going there.
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.
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.
I believe Verint Community stacks up very against previous solutions I have worked with. For an externally facing community, I think Jive-X was the best in class for many years, and Verint matches up very well from a features and configuration perspective. The other key point for me, is that Verint Community is also similar to Jive in that it has an extremely strong customer community of experienced community professionals. Verint does a great job of engaging with us about future plans, roadmaps, events, etc. I think this is a very under-rated benefit of a community platform, and Verint's is exceptional.
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.
At times, troubleshooting in the software tickets takes too long. However, we have worked with that team to share our specific examples and have seen some improvement in this area, yet there is not always good response with documentation to reference later should an issue arise again. The ticket team could do better to point us to resources that will help.
