What users are saying about
6 Ratings
15 Ratings
6 Ratings
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Score 1 out of 101
15 Ratings
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Score 9.3 out of 101

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Likelihood to Recommend

12mass

It's best used in customer service, esp for those encountering similar interactions from time to time. Also, you can totally use it to seek opinions from relevant users on a matter regarding your business, the tool is perfect for engaging and crowd-sourcing.
No photo available

BirdEye

Mainly good in the service or restaurant industries, although it could’ve been used for reputation management for Online shops too.
Kale Beyer profile photo

Pros

  • The smart clustering works wonder and will help you loads in managing a huge number of mentions everyday or reaching out to people who might be interested in your product. The tool cleverly groups similar tweets together even though they don't match word by word. It saves me time everyday responding to tweets with similar content. The nice thing about it is you can customize your responses so you don't sound like a machine, thus the personal touch is still there.
  • 12mass is the only tool that allows you to measure your responses against stipulated metrics like engagement rate, click-through rate and so on, so you know which responses are best welcome by the audience
  • The system gets smarter as you use it, which speeds up the conversations even further.
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  • Easy to send review requests
  • Managing & updating your online presence is a breeze
  • The custom reports that Birdeye generates is useful for seeing traffic across multiple social platforms
  • Managing and replying to reviews is easy to do from the interface
  • The Setup and editing of the business profile and adding our social accounts was completely intuitive and easy
Kale Beyer profile photo

Cons

  • The system is rather bulky and can be complicated for new users to get familiarized with at first. There are a lot of tools to refine your search, which takes a while to understand the logic.
  • It can be a bit slow at times and you'll need to refresh the system and type the search again.
  • Would love to see the statistics being present in a more comprehensive way with a dialog decision tree drawn out.
No photo available
  • New survey functionality is awesome but needs a few tweaks to make it more effective.
  • Review integration on Wordpress websites could be improved.
Timothy Marti profile photo

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.
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No score
No answers yet
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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
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No score
No answers yet
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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 :)
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No score
No answers yet
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Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
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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.
No photo available
We have Used New Brand Analytics (now part of Sprinklr), we briefly used Gorilla.net, and I demoed/investigated about 15+ platforms before making the decision to go with BirdEye - BirdEye is top notch, best program for your money. There are some more sophisticated programs out there, but we didn't see the additional cost bringing us that much more value, and we love BirdEye as a partner that listens and responds to its customers.
Samantha Lawrence profile photo

Return on Investment

  • Better customer service and more interactions on twitter for sure! I've seen a huge jump in the interactions since I started using the product. Also, I've established a lot of connections with influencers by asking meaningful questions.
  • It definitely saves time, I don't think you can ever engage with that many people manually.
  • More people are trying our products as we find a fit between their needs and our offerings through engaging with them on Twitter.
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  • We've seen an increase of new patients who have come to us because of the positive reviews.
  • We've seen a higher Google placement /SEO function.
Lorie Dunn profile photo

Pricing Details

12mass

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

BirdEye

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