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Social Media Managemement Systems Buyers Guide

Social Media Managemement Systems Buyers Guide

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Published by Nuno Fraga Coelho

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Published by: Nuno Fraga Coelho on Sep 26, 2012
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05/13/2014

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Conversocial

www.conversocial.com

Company Proposition

In social media, marketing and customer support have to share one space. This public

communication can be hard to deal with, and companies just aren‘t equipped to handle this form of

customer care with traditional mechanisms.

Conversocial is Social Customer Management Software that enables effective marketing distribution
and customer support by helping businesses manage the increasing volume of two-way
communication going through social platforms like Facebook and Twitter.

Through in-depth engagement analytics, Conversocial gives companies real insight into their
customer bases and enables effective marketing distribution. Comprehensive comment management

and simple workflow mean that your teams only need deal with what‘s relevant for them.

Our time-saving collaboration tool means that scalable customer care through social networks is
finally feasible.

Brief Company History

Conversocial spun out of app developer iPlatform. The team recognised that companies with the
most successful campaigns were those who actively engaged with their customers, and began to work
on Conversocial to help them do so. Conversocial launched in mid-2010 and recently secured Series
A venture funding from DFJ Esprit.

Clients

Groupon, Net-A-Porter, ITV, Emoderation, Tempero, MediaCom, Cybercom, London2012, Nandos
Australia

Platform overview

Conversation
management

Content
management

Audience
management

Multiple
channel
capabilities

Reporting
and analytics

Yes

Yes

Yes

Yes

Yes

HEAD OFFICE
ADDRESS

Pennine Office Centre
80 City Road
London
EC1Y 2BJ
UK

OTHER OFFICE
LOCATIONS

302A West 12th St
#373
New York
NY 10014
USA

USA CONTACT

Dan Lester
CO-Founder
+1 (212) 901-3780
dan@conversocial.com

EMEA CONTACT

Joshua March
CEO and Co-Founder
02076085205
josh@conversocial.com

Social Media Management Systems Buyer’s Guide 2011

Page 65

All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording or any information storage
and retrieval system, without prior permission in writing from the publisher. Copyright © Econsultancy.com Ltd 2011

Company Information

Turnover 2010

Not disclosed

Projected growth for
2011

Not disclosed

Projected turnover 2011 Not disclosed

Years in business

1.5

International capability Global

Partnerships with other
companies

Facebook Preferred Developer Consultant

USP

What sets you apart
from your competitors? Conversocial is fundamentally designed to deal with large scale volumes of communication through

Facebook.

Our background lies in working with the Facebook platform and our simple yet effective design enables
companies to work through these volumes quickly and appropriately.

Our workflow around social communication means that customer support can be easily integrated
alongside marketing. Our focus is specifically around your own customers, and those who are speaking
to you rather than those who speak about you.

Conversocial‘s unique take on social media analytics, with our own engagement score, IPM, helps you to

understand your customer bases and how to drive engagement with them.

Agency clients

Tempero, emoderation, cybercom, mediacom

Client list

Not disclosed

UK client list

Not disclosed

Testimonials

“With many international teams working on our numerous Facebook pages and Twitter accounts,

a means of managing these has become a necessity. We found Conversocial to provide the best
service on the market for our ever-growing social media activity.”

- Marcus Pappert, Head of Social Media Marketing, Germany, Groupon

“Using Conversocial has had a dramatic effect on the Facebook services we offer our

clients both in terms on efficiency and risk reduction. Previously, large scale pages were unwieldy
and time consuming to manage whereas with Conversocial, Facebook has become a more robust

and scalable marketing platform.”

- Dom Sparkes, CEO and Co-Founder of Tempero

"With instant feedback on engagement levels and trends, full moderation functionality and a
comprehensive reporting dashboard, Conversocial is proving a really excellent tool to moderate
Facebook.
"

- Tamara Littleton, CEO, eModeration

Case study

Recent case study

As the world‘s number one daily deals company, Groupon have a heavy social media workload, with

Facebook pages and Twitter accounts for nearly all of their market cities.

With social properties to cover over 500 cities across 40 countries worldwide, and multiple teams to
manage them, Groupon developed a real need to manage a rapidly growing, international, social
customer base. Reaching hundreds of thousands of fans and followers was a time consuming task, which
was increasingly difficult to measure.

Marcus Pappert, Head of Groupon‘s Social Media Marketing in Germany, lead the company‘s efforts to

Social Media Management Systems Buyer’s Guide 2011

Page 66

All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording or any information storage
and retrieval system, without prior permission in writing from the publisher. Copyright © Econsultancy.com Ltd 2011

find a solution:

“With many international teams working on our numerous Facebook

pages and Twitter accounts, a means of managing these has become a
necessity. We found Conversocial to provide the best service on the
market for our ever-growing social media activity.”

Groupon‘s international teams are now using Conversocial to automate the publishing of daily deals to

all of their fan pages with custom RSS feeds; messages can be sent to fans across different cities in just
one click, with multi-page posting.

Consolidated reporting and analytics give insights across Groupon‘s many social properties.
Conversocial‘s cross-platform engagement metric, IPM, allows them to benchmark the success of one
Facebook page or Twitter account against another.

Teams across the world are now using our tool to manage support issues coming through social media.
Having full workflow and conversation history allows customer service teams to stay on top of queries,
complaints and questions with much greater ease.

Platform management capabilities

Workflow / planning
support

Yes

Content production
tools

Yes

Content allocation tools Yes

Content scheduling

Yes

Multi-user access / roles Yes

Geo-targeting

Yes

Multi-lingual
capabilities

Yes. We are able to pull in and post out messages in any language

Rich media support

Yes

Customization

No

Automated
management

Yes

Competitions / contests No

Mobile access

Yes

Performance analysis

Yes

Sentiment analysis

Yes

Filters (e.g. keywords,
user groups, etc)

Yes

Archiving

Yes

Virus / spyware
protection

No

Social Media Management Systems Buyer’s Guide 2011

Page 67

All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording or any information storage
and retrieval system, without prior permission in writing from the publisher. Copyright © Econsultancy.com Ltd 2011

Priority escalation

No

Email notifications

Yes

SMS notifications

No

Other

N/A

Integration

Third-party analytics

No

CRM databases

No

Email platforms

No

Mobile marketing

No

E-commerce platforms No

Search engine
marketing

No

Other

N/A

Supporting services

Consultancy

No

Strategy and planning

No

Training

Yes

Community
management

No

Campaign management No

Build & design

No

Other

N/A

Properties covered

Facebook

Yes

Twitter

Yes

YouTube

No

LinkedIn

No

Foursquare

No

Other

N/A

Social Media Management Systems Buyer’s Guide 2011

Page 68

All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording or any information storage
and retrieval system, without prior permission in writing from the publisher. Copyright © Econsultancy.com Ltd 2011

Charging models

How do you typically
charge clients?

We charge on a per user basis, on a monthly subscription

Account management
costs.

N/A

Support costs: Including
training, upgrades, day
rates, etc

We offer free support and webex training to get our customers set up and using Conversocial across
their teams.

Other

N/A

Additional supporting information

White papers/published
documents

N/A

Membership of industry
bodies/Professional
associations

N/A

Other

N/A

Social Media Management Systems Buyer’s Guide 2011

Page 69

All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording or any information storage
and retrieval system, without prior permission in writing from the publisher. Copyright © Econsultancy.com Ltd 2011

Market Positioning Charts - Conversocial
Chart 1: System capabilities

Chart 2: Client focus

Multichannel
coverage

Platform covers
single channel

Focus on
content
management

Focus on
audience
management

Where
we are
going

Where
we are
now

Equal focus
across all sectors

Focus on
specific sectors

(e.g. retail,
travel, financial
services)

SME client focus

Mainly blue-chip
clients /
enterprise
customers

Where
we are
going

Where
we are
now

Social Media Management Systems Buyer’s Guide 2011

Page 70

All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording or any information storage
and retrieval system, without prior permission in writing from the publisher. Copyright © Econsultancy.com Ltd 2011

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