12mass vs BirdEye

• 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.

Read full review

• 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!

Read full review

• 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.

Read full review

• 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.

Read full review

• 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.

Read full review

• 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.

Read full review