What users are saying about

12mass

6 Ratings

Adobe Social

39 Ratings

12mass

6 Ratings
Score 1 out of 101

Adobe Social

39 Ratings
Score 6.6 out of 101

Add comparison

Likelihood to Recommend

12mass

The only problem with 12mass may be that it might come accross as spam. Personally, for every 100+ sincere responses that I get, I'm hit by 1 or 2 responses that ask me to stop spamming.The beauty is that if you're paying attention to your dashboard, you see when these things happen, and you can reply yourself to assure the customer that there is a real live human typing out the characters they are reading. I would advise that the person given the 12mass account to handle should be someone who can exercise caution. It is a great tool to leverage on, provided you put thought and effort into your 'canned' responses that are actually useful instead of just blatant advertising/spamming. The latter would not be optimal for you.

Adobe Social

Adobe Social is not well suited to any type of social publishing, reporting or listening, particularly on a large scale within a major enterprise. It can, on occasion, completely fail to do what is asked of it. Customer support is slow and representatives often don't even read the ticket properly and ask questions answered by the ticket.

Feature Rating Comparison

Listening/monitoring

12mass
Adobe Social
2.6
Boolean keyword searches
12mass
Adobe Social
2.4
Filtering out noise/spam
12mass
Adobe Social
2.3
Sentiment analysis
12mass
Adobe Social
2.3
Broad channel coverage
12mass
Adobe Social
3.2

Publishing

12mass
Adobe Social
3.4
Content planning and scheduling
12mass
Adobe Social
4.3
Audience targeting
12mass
Adobe Social
3.5
Content optimization
12mass
Adobe Social
2.5
Workflow management
12mass
Adobe Social
3.4

Engagement

12mass
Adobe Social
2.3
Automated routing and prioritization
12mass
Adobe Social
2.4
Customer interaction histories
12mass
Adobe Social
2.4
Bulk actions
12mass
Adobe Social
2.2

Marketing

12mass
Adobe Social
2.3
Lead generation
12mass
Adobe Social
2.2
Content marketing
12mass
Adobe Social
2.3
Paid media management
12mass
Adobe Social
2.2
Campaigns and promotions
12mass
Adobe Social
2.3

Channel coverage/integration

12mass
Adobe Social
3.1
Twitter
12mass
Adobe Social
4.5
Facebook
12mass
Adobe Social
3.4
LinkedIn
12mass
Adobe Social
3.2
Google+
12mass
Adobe Social
3.3
Instagram
12mass
Adobe Social
3.1
Pinterest
12mass
Adobe Social
3.1
YouTube
12mass
Adobe Social
1.3

Reporting/analytics

12mass
Adobe Social
2.4
Campaign success analytics
12mass
Adobe Social
2.5
Real-time tracking
12mass
Adobe Social
2.3
Competitor analysis
12mass
Adobe Social
2.3

Account management

12mass
Adobe Social
2.7
Role-based user permissions & privileges
12mass
Adobe Social
3.3
Mobile access
12mass
Adobe Social
2.0

Pros

  • Targets only those users who have a demonstrated/mentioned interest in the solution you are offering
  • Easily allows you to personalise your responses, and provides stats to allow you to track which ones are more popular (higher conversion rates). That way, you quickly know which responses are hitting home; which ones the people care about.
  • The UI is intuitive. In the past 6 months, I've seen the changes made to the layout, and the learning curve is less daunting now.
  • Free 30 day trial. They don't mess around. Try it; if it works, great. If not, ah well.
  • It allows an SME like ours to take on bigger companies with bigger budgets.
  • In-Depth analytics.
  • Excellent social listening tools.
  • Efficient way of content distribution.

Cons

  • Still a bit of lag, but that's compared to super slick interfaces that we usually use like Google LinkedIn and Facebook. I hope they go big soon and can throw more money into their servers so we have a better experience! With the service they provide, I'm usually willing to wait a few extra seconds to reach many extra people.
  • I would prefer the 'Delete' button to be bigger so its easier to quickly remove the unwanted stuff.
  • Maybe different colored backgrounds for their responses? Right now the layout is all in shades of blue and white. While its still easy to navigate, it might be better to have more colors so certain parts stand out more.
  • Updating the #'s. Sometimes I would have to wait a day or two for this update.
  • Faster responses: I would have to wait at least a day or two to hear back from customer service.
  • Layout: sometimes the layout of things was hard to find.

Likelihood to Renew

12mass8.2
Based on 3 answers
When you are used to engaging with a lot of people, it's hard and not advisable to reduce the intensity.
Adobe Social5.4
Based on 11 answers
I wasn't in charge of making the actual management decision, but I would absolutely renew Adobe Social. As I mentioned, it provides strong and in-depth analytics and listening tools. The reports that it generates are very thorough and easy to read. I loved the platform and would recommend it to anyone

Usability

12mass8.2
Based on 2 answers
It's easy to use, after a while you'll get used to it and find it easy to navigate
Adobe Social2.1
Based on 2 answers
Social moves at the speed of light, Adobe Social doesn't. I found posting via the system very cumbersome.

Support

12mass8.2
Based on 2 answers
Maybe its a small company and they don't have too many customers, but they always reply quickly and to the point. This saves me time and allows me to make money for my company :)
Adobe Social8.0
Based on 1 answer
The Adobe support team is really helpful. We have recently gone through a number of account reps since our favorite rep was promoted off of our account, so we are hoping for better service in our newest rep.

Online Training

No score
No answers yet
No answers on this topic
Adobe Social6.0
Based on 1 answer
Training was long and a little confusing. While a number of features carried over, they were still covered in this elongated training. It would have been nice to have training tailored to experience level with the product.

Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
Adobe Social5.0
Based on 1 answer
The implementation was done during our POC. We had a very mixed experience here, and have had some issues arise since based on the way the tool was implemented. An Adobe employee went ahead and made a change to our account that was unauthorized (helpful for our implementation) which caused issues in on boarding another team who needed the same change, but could not get it done without costly Adobe certification

Alternatives Considered

Hootsuite is great in managing multiple platforms but it's not exactly a conversation tool. I would say Hootsuite for management, 12mass for engagement.
I use Social Studio currently at my job and I believe both are very similar products. Adobe Social has stronger analytics, including revenue and leads generated. Social Studio's layout is a little easier to navigate. Although it has its bugs too. Overall both platforms are great, but I definitely give an edge to Adobe Social in analytics

Return on Investment

  • Better customer service. One example I like to use is that there was a miscommunication, and the customer put it up on Twitter (presumably because he thought an email wouldn't be helpful, or he wanted to get a few laughs). 12mass filtered his post out and brought it to our attention, so we were able to email him straightaway and quickly remedy it.
  • Better ROI. We have seen direct conversions from click throughs on responses generated by 12mass sent out at optimised times.
  • Maybe on a smaller note, its a morale booster. To know that we are using something that is still new, that works so well. Motivates the team to work harder because we are part of a change; a new way of marketing.
  • No impact really. Other than getting other employees to look at posting content.

Pricing Details

12mass

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details

Adobe Social

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details