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Excellent Visual Platform, Great Organization
What do you like best about the product?
I like the sub-folders that allow segmentation of various priorities.
What do you dislike about the product?
Inability to fully lock conversations. Agents can still intervene in conversations that another agent has been assisting.
What problems is the product solving and how is that benefiting you?
Efficiency and efficacy in answering customer concerns in a timely manner. We've been able to cut response times down in a major way as well as expand to additional platforms.
Recommendations to others considering the product:
I would encourage utilizing the trial to its full capability, in order to make sure that adequate understanding is gained prior to the in-house assistance coming to a close. The support team was very insightful during the trial period.
Accessiblity & Functionality
What do you like best about the product?
CX Social team are incredible at their job, always available to support and always trying to develop their platform.
What do you dislike about the product?
There isn't a lot I dislike, I would possible prefer integration with our system but that's more of an issue from our side.
What problems is the product solving and how is that benefiting you?
Deflecting calls and improving SLA times for social responses
Recommendations to others considering the product:
Highly recommended
CX Social
What do you like best about the product?
The ability to assign tasks to other users, and see the performance of different team members.
What do you dislike about the product?
It can be very slow. I wish there was "bulk actions," such as the ability to select multiple posts to like, assign labels to, or resolve at the same time rather than doing it one at a time.
What problems is the product solving and how is that benefiting you?
The ability to keep multiple team members in the loop with larger community management issues when they arise (i.e. a user posting the same complaint multiple times across a variety of channels). There's less chance of overlap in responses because things can be cleared out of the inbox.
Good application but lacks some Twitter features and functionality
What do you like best about the product?
I like being able to schedule Tweets and Facebook posts with images. It is also really good for monitoring feedback and comments from customers.
What do you dislike about the product?
It's not able to tag people in images and share video direct from CX Social. It can sometimes be very long-winded to share a post or retweet from others and you also can't directly tag others in Facebook posts which is quite basic functionality and something that is very easy to do directly through Facebook.
What problems is the product solving and how is that benefiting you?
Scheduling social media posts on Twitters and Facebook, tracking feedback and responses or comments and replying to inbox messages from customers.
Recommendations to others considering the product:
I think you should check that it is able to do everything you need it to and is better than everything else on the market. It's great for scheduling but it may have better alternatives for posting directly to Twitter or Facebook.
CX Social makes the social listening easier to not miss anything!
What do you like best about the product?
It is an incredible tool that collects all the comments on one screen. There are plenty of options to organize all the conversations: smart folders, tags, filter when using the search bar... It allows me to prioritize what needs a quicker response.
What do you dislike about the product?
The mobile app needs more development work. It would be great to handle everything from there too!
What problems is the product solving and how is that benefiting you?
Thanks to CX Social I can do an outstanding social media/campaign listening, offer a good customer service and make complete social media report.
Great advanced features, lots of potential, expensive
What do you like best about the product?
The organization/layout of the interface
What do you dislike about the product?
The price/contract details. There's also some random bugs that never get fixed because they can't reproduce, but the bugs reappear.
What problems is the product solving and how is that benefiting you?
We provide outsourced customer support. We use CX Social for our clients that we provide social media support for. We're able to easily organize the tool for our clients, customize it to their particular needs, and it's easy to use for our agents who work with multiple tools.
Recommendations to others considering the product:
Take advantage of all the features it offers, to get your money's worth!
Best Engagement tool EVER!
What do you like best about the product?
It organised our work loads to ensure my teams could work as efficiently as possible. It also helps me as a manager stay on top of SL and report real time updates more quickly and in more detail.
What do you dislike about the product?
Sometimes the organisation of the conversations can be messy.
What problems is the product solving and how is that benefiting you?
Time per message, increased volume per day, reduced head count required, quicker reporting turnarounds.
Excellent customer service and reliable tool
What do you like best about the product?
I enjoy the ease of use of the platform. I find managing the inbox a pleasant experience in the sense that I can rapidly assess mentions, tag them appropriately, etc. The support service is always excellent as well.
What do you dislike about the product?
Limited in the publishing feature. For ex: you cannot @ tag when posting in Twitter. For this reason, we are sometimes obliged to post natively instead of within CX (which is a shame, especially since we use CX for reporting).
What problems is the product solving and how is that benefiting you?
We can efficiently manage the immense amount of mentions coming in for our various brands. We have furthermore been able to onboard our areas onto the platform by using the smart folders (they provide local knowledge).
An agent friendly tool
What do you like best about the product?
Simple enough to use. Smart features such as sentiment scoring and possibility to add internal notes. The customer service team, who you reach via chat, are quick in answering and always very helpful. I appreciate that the tool continues to develop to keep up with an ever-changing market. It's played a vital role in our growth in social media.
What do you dislike about the product?
I miss some features such as being able to answer Facebook and Trustpilot reviews directly in the tool (although we can monitor it), but this is not on CX Social's end but in the forums itself for not providing their API's.
What problems is the product solving and how is that benefiting you?
It's helped us to grow and be scalable since it's a simple enough system to teach others. We get a good overview of data and statistics which is useful.
A tool for everything
What do you like best about the product?
I like how it collects all the inquiries in one please, how I can schedule content & share dashboards.
What do you dislike about the product?
I don't like the error that happens every now & then, but you always find a way to fix it
What problems is the product solving and how is that benefiting you?
What I mentioned above
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