It’s easy to see social media as unimportant, trivial, and distracting. But the fact is that so many people are on social media, you need to be on it too. If you are a brand, it is essential that you participate in social listening.
People will talk about you on social whether you are on it or not, particularly if you are gaining any kind of visibility. But how are you supposed to keep up with all of the mentions of your brand there might possibly be online?
Tracking your mentions on social media can be overwhelming. So it is extremely helpful to turn to software to help you engage well with your customers. In this post, I’d like to compare two platforms, SentiOne and Conversocial, in order to help you see which would be best for your company.
Different Approaches to Social Mentions
Both SentiOne and Conversocial aim to improve brands’ engagement with their customers and to boost the online presence of companies.
But while both platforms accomplish many of the same tasks, there is a key difference between them. SentiOne focuses on finding every possible online mention of your brand so that you can engage with customers. Conversocial emphasizes customer service and mitigating negative comments.
SentiOne promises “instant access” to over 21 billion real-time mentions. Its crawlers search the net for any mention of your brand online and then indexes and stores those mentions.
It also offers its services in 26 languages so that you can engage with and promote yourself in a variety of international markets.
Conversocial focuses on finding problems that might be happening with your customers and efficiently resolving those issues.
The platform provides information about your mentions, including whether you had indirect mentions on Twitter and Instagram. The goal is to help you catch small issues before they snowball into large problems.
Gathering and Organizing Data
Both SentiOne and Conversocial gather data from multiple online channels. They also identify who is talking about you and whether or not those people are influencers.
The online venues from which SentiOne gathers data include social media, forums, online portals, and blogs.
The platform tracks your views, shares, likes, and retweets, providing a tagging system so that you can organize your data into projects.
The data SentiOne gathers about your mentions include time, source, reach, and sentiment. You can then use your dashboard to see the progress of your threads and how your teams are doing.
The software enables you to supervise users, as well as track the threads of customer service conversations. You can set up customer workflows for these conversations and assign them to your various teams.
SentiOne also provides custom implementations, meaning the company will adapt to any integration you might need for your brand.
Conversocial gathers and manages data as well, but again, its focus is mainly on how customer resolution is going.
You can measure how long it is taking you to respond to and handle problems, as well as how your resolutions are impacting your customers. Through Conversocial, you can organize your public and private messages and direct ongoing conversations to the appropriate agents.
You will find out if your mentions were positive, negative, or neutral, as well as be able to measure the effectiveness of your products, campaigns, and conversion volume.
You can auto-assign conversations based on the expertise of your agents. Conversocial also allows users to create custom reports and view information in a dashboard. Both SentiOne and Conversocial allow you to export data.
As noted earlier, SentiOne allows brands to track the threads of customer service conversations and assign them to different employees. The solution supplies email and chat support and provides enterprise users with a dedicated account manager.
Conversocial’s biggest strength is its customer service. The platform enables you to create and schedule support tickets. Employees have the ability to talk to customers via phone, text, social, and live chat.
Admins can create templates for how to respond to the most common questions they receive. There is a help desk for customers, and users can also fill out surveys through the platform.
But while Conversocial has a very solid customer service solution, its platform is also more preventative than SentiOne’s. SentiOne emphasizes finding and cultivating any brand mention that exists, in addition to resolving any problems.
Both brands offer strong workflow management systems with detailed metrics, although SentiOne seems to gather data at a deeper level. With SentiOne, you can gather information on your customers’ gender and sort your terms by diacritics.
Also, the target user of SentiOne’s platform is anyone from a freelancer to a major corporation. If you choose the most inexpensive option, the Personal Plan, it costs 49 euros/month.
The Team Plan is 149 euros/month. Pricing for the Enterprise Plan (which has the most extensive features) is available upon request.
SentiOne allows companies to choose either monthly or annual billing (annual saves you 20%) and provides a 14-day free trial.
Conversocial, on the other hand, does not offer a free trial. And the company does not have any pricing information available on its site, although you can schedule a demo.
So it is not easy for businesses to tell whether the platform is well suited to them or how much they will have to spend on it.
Proactive Social Listening
Both SentiOne and Conversocial have their strengths. Conversocial prioritizes excellent customer resolution. But SentiOne takes a more proactive approach to online mentions and gathering detailed info on customers while still helping you to take care of them.
And SentiOne allows a free trial and actually gives people pricing information. For these reasons, SentiOne is a better option overall for brands that want to improve their social listening.
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