What users are saying about

12mass

6 Ratings

BirdEye

13 Ratings

12mass

6 Ratings
Score 1 out of 101

BirdEye

13 Ratings
Score 9.4 out of 101

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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.
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BirdEye

It's tough for restaurants, as it is difficult to get the names, phone, and email of customers to send a review.

Perfect for the service industry, events, entertainment, places to visit on vacation and products. - especially if it's automated. Who's going to pick a plumber with a 2.0 or 3.0 Google rating? It's not an option in the service industry as your customers are now your marketing source, like it or not.

Tough for Doctors, Dentist, Medical Professionals as well, unless you use an API and get it automated, and most re-sellers don't want to deal with the cost associated with an API.
Lynn Holloway-Mylton 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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  • Data Aggregation - All Sources Feeding into One Place.
  • Research & Development - Great at listening to customers and actively improving the system.
  • Reps/Support - Our rep is amazing! Always quickly responds and is incredibly helpful!
Samantha Lawrence profile photo

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.
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  • Insight Analysis - They have already made some major improvements here, and it by no means is lacking, I just see this as about the only major area for continued improvement.
  • Additional Integration - Say if they could integrate with a full blow email management program - there is a lot of potential here with the integration with other platforms.
Samantha Lawrence profile photo

Likelihood to Renew

12mass8.2
Based on 3 answers
In addition to what I've said, maybe its personal, but I don't waste time on a new product if I find something that works. If I hear of anything better (maybe on TrustRadius!) then we'll see. But for now, if it ain't broke don't fix it. My efforts could be much better used elsewhere.
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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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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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Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
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Alternatives Considered

We selected 12mass because they responsed to our queries readily, and understood our concerns. The CEO (Agmon) doesn't waste time or effort, and got down to the brass tacks during our discussions. Even today, if there is an issue, the team is quick and reliable in responding
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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. 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.
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  • Efficiency is huge!
  • It's saved a ton of time in regards to managing customer feedback and allowing us to better utilize this feedback.
  • There have been zero negative impacts.
Samantha Lawrence 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
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details