What users are saying about

12mass

6 Ratings

BirdEye

12 Ratings

12mass

6 Ratings
Score 1 out of 101

BirdEye

12 Ratings
Score 9.5 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.

BirdEye

Birdeye is well suited for highlighting the positive comments that are made about your organization. It's also ideal for alerting you to potentially negative comments and gives you the option to control how they are viewed by the public. For example, you can set up parameters for highlighting the quotes that you feel are most beneficial. I also like the fact that it allows you to have a branded homepage that can link directly to your website. This can also be promoted through social media channels as well.

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.
  • They provide a nice home page template that is customizable and features testimonials made by our patients and their family members. This is nice because we can link it directly to our website. We're also able to customize the look of our home page to match our company branding.
  • The tracking system monitors a number of sites making it easier to know when a post is left. It would be very time consuming to try to monitor all of these sites manually, especially with a number of locations.
  • The Birdeye system allows you to assist individuals in leaving testimonials. This is especially helpful for our older clientele who don't always have access to online sites, computers or smart phones.

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.
  • It seems like customer service is now being handled overseas and has not been as helpful as in the past.

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.
No score
No answers yet
No answers on this topic

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
No score
No answers yet
No answers on this topic

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 :)
No score
No answers yet
No answers on this topic

Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
No score
No answers yet
No answers on this topic

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
BirdEye has better features and is more suited to our business model. Specifically, the "review roll-up" from loan officer to branch profile was a big influencer of us choosing to go with BirdEye. It is reasonably priced for the features that it offers. I don't have experience with the customer support of other products, but it would be tough for them to beat the level of attentiveness and communication we receive from our rep.

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.
  • 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.

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