Salesforce Marketing Cloud Social Studio (retiring) vs. Verint Messaging

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Marketing Cloud Social Studio (retiring)
Score 5.9 out of 10
N/A
Radian6 was acquired by Salesforce.com in 2011 and - along with Buddy Media - became Salesforce Social Studio. The product is slated to be retired in November 2024.
$1,000
Per Org Per Month
Verint Messaging
Score 7.8 out of 10
Mid-Size Companies (51-1,000 employees)
Verint Messaging (formerly Conversocial) 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 to enable companies to quickly and efficiently join and create conversations with their customers.N/A
Pricing
Salesforce Marketing Cloud Social Studio (retiring)Verint Messaging
Editions & Modules
Basic
$1,000.00
Per Org Per Month
Pro
$4,000.00
Per Org Per Month
Corporate
$12,000.00
Per Org Per Month
Enterprise
$40,000.00
Per Org Per Month
No answers on this topic
Offerings
Pricing Offerings
Salesforce Marketing Cloud Social Studio (retiring)Verint Messaging
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Salesforce Marketing Cloud Social Studio (retiring)Verint Messaging
Considered Both Products
Salesforce Marketing Cloud Social Studio (retiring)

No answer on this topic

Verint Messaging
Chose Verint Messaging
I have also used Radian6 and Hootsuite. I did not like that you we're unable to archive in Hootsuite and could not see previous conversations. Hootsuite also had way too many columns that you could create and it was very disorganized in my opinion. Radian6 is a great tool but …
Chose Verint Messaging
I have experience with Hootsuite, Sprout Social, Simplify 360, Conversocial, Radian6, Cision, and Wildfire. Each of the platforms has a different strength. Conversocial excels at customer service management while Sprout Social is ideal for social media monitoring/engagement, …
Chose Verint Messaging
I have used HootSuite and Salesforce Radian6 and so far, Conversocial is my favorite. Where Radian6 excels for categorization of posts, Conversocial has a much easier learning curve. I did not use HootSuite for more than a month before the company switched us to Conversocial so …
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Salesforce Marketing Cloud Social Studio (retiring)Verint Messaging
Listening/monitoring
Comparison of Listening/monitoring features of Product A and Product B
Salesforce Marketing Cloud Social Studio (retiring)
8.5
10 Ratings
11% above category average
Verint Messaging
-
Ratings
Boolean keyword searches7.09 Ratings00 Ratings
Filtering out noise/spam7.09 Ratings00 Ratings
Sentiment analysis10.08 Ratings00 Ratings
Broad channel coverage10.010 Ratings00 Ratings
Publishing
Comparison of Publishing features of Product A and Product B
Salesforce Marketing Cloud Social Studio (retiring)
8.5
10 Ratings
7% above category average
Verint Messaging
-
Ratings
Content planning and scheduling10.010 Ratings00 Ratings
Audience targeting8.09 Ratings00 Ratings
Content optimization8.08 Ratings00 Ratings
Workflow management8.010 Ratings00 Ratings
Engagement
Comparison of Engagement features of Product A and Product B
Salesforce Marketing Cloud Social Studio (retiring)
7.6
9 Ratings
6% below category average
Verint Messaging
-
Ratings
Automated routing and prioritization9.99 Ratings00 Ratings
Customer interaction histories9.99 Ratings00 Ratings
Bulk actions3.19 Ratings00 Ratings
Marketing
Comparison of Marketing features of Product A and Product B
Salesforce Marketing Cloud Social Studio (retiring)
5.5
9 Ratings
33% below category average
Verint Messaging
-
Ratings
Lead generation5.08 Ratings00 Ratings
Content marketing5.09 Ratings00 Ratings
Paid media management6.07 Ratings00 Ratings
Campaigns and promotions6.08 Ratings00 Ratings
Channel coverage/integration
Comparison of Channel coverage/integration features of Product A and Product B
Salesforce Marketing Cloud Social Studio (retiring)
8.1
10 Ratings
5% below category average
Verint Messaging
-
Ratings
Twitter9.010 Ratings00 Ratings
Facebook10.010 Ratings00 Ratings
LinkedIn10.08 Ratings00 Ratings
Google+6.86 Ratings00 Ratings
Instagram8.07 Ratings00 Ratings
Pinterest6.54 Ratings00 Ratings
YouTube6.76 Ratings00 Ratings
Reporting/analytics
Comparison of Reporting/analytics features of Product A and Product B
Salesforce Marketing Cloud Social Studio (retiring)
8.6
9 Ratings
9% above category average
Verint Messaging
-
Ratings
Campaign success analytics8.99 Ratings00 Ratings
Real-time tracking7.09 Ratings00 Ratings
Competitor analysis9.97 Ratings00 Ratings
Account management
Comparison of Account management features of Product A and Product B
Salesforce Marketing Cloud Social Studio (retiring)
9.5
9 Ratings
15% above category average
Verint Messaging
-
Ratings
Role-based user permissions & privileges9.08 Ratings00 Ratings
Mobile access9.99 Ratings00 Ratings
Best Alternatives
Salesforce Marketing Cloud Social Studio (retiring)Verint Messaging
Small Businesses
Publer
Publer
Score 9.8 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
Social Suite by Reputation.com
Social Suite by Reputation.com
Score 9.3 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Social Suite by Reputation.com
Social Suite by Reputation.com
Score 9.3 out of 10
Conversica
Conversica
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Marketing Cloud Social Studio (retiring)Verint Messaging
Likelihood to Recommend
8.9
(51 ratings)
8.2
(11 ratings)
Likelihood to Renew
8.8
(38 ratings)
9.1
(6 ratings)
Usability
9.0
(9 ratings)
8.2
(5 ratings)
Availability
9.6
(5 ratings)
8.7
(2 ratings)
Performance
8.4
(5 ratings)
8.5
(2 ratings)
Support Rating
9.0
(8 ratings)
8.2
(5 ratings)
In-Person Training
10.0
(1 ratings)
9.1
(1 ratings)
Online Training
7.6
(6 ratings)
9.1
(3 ratings)
Implementation Rating
9.8
(6 ratings)
9.1
(3 ratings)
User Testimonials
Salesforce Marketing Cloud Social Studio (retiring)Verint Messaging
Likelihood to Recommend
Discontinued Products
If you're tasked with publishing content to social on behalf of your organization then this tool is certainly worth considering. You have quick and easy capability to schedule across multiple platforms with drag-and-drop simplicity. It ties into Salesforce's real strength of its CRM platform so you can quickly tie social activity and leads to those already in your database. And it does a good job at monitoring and analyzing brand and competitor content across multiple media types. Having said that, if you're into deep-dive and full functionality SaaS tools then this might not be for you as it covers three areas adequately, but not in enough detail or strength to make it a star performer
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Verint
From experience, you may ask the Conversocial team to make recommendations on licenses for larger vs. smaller social customer service teams. The need for support and the amount of usage you may get from the tool's robust offering may differ as a result of those precedents. The tool is adaptable in both scenarios it would seem.
Read full review
Pros
Discontinued Products
  • The amount of the information that radian6 can pull from multiple social platforms is absolutely phenomenal. Its just not only the pull but the way the information can be presented in dashboards was way good. It helped us understand in various aspects of our social presence.
  • Multiple profiles helped us to break down the Big/Huge social buzz cloud to smaller and more manageable pieces. This helped us concentrate on the lows and helped us to plan better on turning them to highs.
  • Radian6 allowed us to follow thru the crowd trends with the latest information presented in a single view. This also helped us to collect the social opinion on the product releases.
  • The ease of use, one need not be an expert to start using this platform. The interface is easily understandable by anyone.
  • A keyword can be edited quickly to tailor the needs and the results were quick.
Read full review
Verint
  • Previous conversations: This is one of the main reasons why I personally love Conversocial over Hootsuite and other social media engagement tools. Conversocial pulls in all previous interactions we've had with community members and it helps us identify if we've already addressed their problem, if they are a detractor/advocate, and so much more. With other engagement tools, it's frustrating as a community member may repost the same thing over and over again, but at different time periods. If you're unable to see what someone has said in the past, we may waste our time replying to the same thing multiple times, or we also risk responding with the same general advice, when we could try a different approach.
  • Tags and filters: Conversocials use of tags and filters are extremely simple to use. They have shortcuts which help you easily assign a tag to an item and then you can easily pull up each of those tags within Conversocial itself or your can open up an external report. If my team is in a hurry and wants to quickly see a certain tag, we can use the filter option and within seconds we have all the information we need.
  • Simple shortcuts: Conversocial has several shortcuts that save my team a lot of time. One single button on my keyboard can apply sentiment and archive something so it's out of my way. I can also use shortcuts to apply a tag, assign an item, and do other tasks. It may seem like a small benefit but each second saved really adds up throughout each day and week.
  • Communication: As we know, technology has issues and every tech issue Conversocial has experiences has been handled extremely well. I've never encountered any issues contacting Conversocial, we're always notified when they are working on a solution and once the problem has been fixed. We also receive random pop-ups within Conversocial to notify us of known issues before our team experiences them, and when there is a new feature that we should be aware of. Their communication is always on point and it's great to know that we can always rely on them.
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Cons
Discontinued Products
  • Instagram Social Listening - it currently does not offer much social listening in terms of Instagram.
  • Instagram Owned - It currently stops pulling once an update is "old" by their standards, even if it receives recent comments. They can force pull, but you have to work with their tech team to do so.
Read full review
Verint
  • I would like to see an improvement in the reporting dashboard which is something I mentioned to Josh (the CEO) on a call back in April. He said that it is something they are working on but to remember that this is truly a customer service social media platform so some of the features that I would like to see may not fit well with the users of the product.
Read full review
Likelihood to Renew
Discontinued Products
I spent a lot of time researching the right platform for me and our organisation (thanks to the other reviews on TrustRadius also). Having used other platforms when I found frustrations getting my everyday work done, I knew exactly what I wanted and this is why I chose Social Studio. While there have been a few hiccups, the quarterly update releases and the outstanding tech support have kept me more than happy.
Read full review
Verint
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.)
Read full review
Usability
Discontinued Products
• Would rate this a 6. The User Interface is pretty intuitive, but the platform was still considered pretty intimidating by our non-technical staff when they first saw it. It took a while to get used to it and feel comfortable. There was quite a lot of setup work in the beginning (for example, we had to build our own reports using a canned report as a template, and this was not simple). Although it took a while to get it setup correctly, it’s quite intuitive once that work has been done.
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Verint
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
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Reliability and Availability
Discontinued Products
The platform is rarely down
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Verint
Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.
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Performance
Discontinued Products
No issues with performance.
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Verint
Extremely fast, practically in real time.
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Support Rating
Discontinued Products
As mentioned previously, it can be hard to get through to people who can help you. On occasion when I have spoken to customer service/tech support, they all seem nice and try to be helpful, however instead of admitting the system cannot do certain things, they will persist it saying that it can, which results in many wasted hours overall.
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Verint
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.
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In-Person Training
Discontinued Products
No answers on this topic
Verint
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.
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Online Training
Discontinued Products
• We initially received dedicated online training for our team which was delivered by our account rep. This was pretty effective since it happened after our data had been loaded into the system and it had been configured for specific needs our organization. The training was perhaps a bit shallow though, as it was only an hour long. Online videos are available to be taken individually, and these have been useful.
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Verint
Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.
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Implementation Rating
Discontinued Products
Implementation was pretty simple. Just a matter of giving the account rep a list of our search terms and having him set the system up to pull the data we wanted to see. Once this had been done, we tweaked it with his help. Process was pretty smooth, although there was some back and forth until it worked the way we wanted.
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Verint
Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.
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Alternatives Considered
Discontinued Products
Compared to Radian6, I found Meltwater Buzz, Simply Measured, and Sprout Social to be much more user friendly. Meltwater Buzz and Radian6 are very similar products with many of the same functionalities but Buzz presents your analytics in a way that is much easier to understand. I did a two week trial with Sprout Social and absolutely loved the product but our company needed the capability to connect to Salesforce, which is available on R6 and Buzz. Simply Measured is my all time favorite but I have only used the free version so I am not completely sure how it stacks up to Radian6
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Verint
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.
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Return on Investment
Discontinued Products
  • Monitoring social brand awareness is not something you can consider to have a meaninful impact in your business ROI short term, however it's a must for taking care of long term relationships and customer intimacy.
  • Radian6 connects with other analytical tools like webtrends, Google Analytics, etc..however it's not directly linked to a revenue driven platform, you can´t see the immediate ROI generated in the tool.
  • If you bet for social relationships you should consider this tool, no question on that. Social Commerce might be of course impacted postively by the proper use of this tool.
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Verint
  • 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.
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ScreenShots

Verint Messaging Screenshots

Screenshot of Powers consistent experiences across different messaging platforms, in multiple languages, through a seamless blend of bots and human agentsScreenshot of Verint Messaging offers the real-time and historical analytics necessary for the most demanding modern contact centers, with insights and reporting of the performance of humans and botsScreenshot of Agents can move across interaction types as “Conversations” without losing context, such as during bot-to-human agent handoversScreenshot of In addition to topical insights like emergent phrases mentioned and tags being assigned to conversations, the engagement dashboard provides high-level views of how the business is performing overallScreenshot of An overview of the business value of Verint MessagingScreenshot of At the broadest level, the Verint Messaging dashboard includes an overall and per channel view of real-time messaging volume, and other KPIs