What users are saying about

12mass

6 Ratings

Engagor

14 Ratings

12mass

6 Ratings
Score 1 out of 101

Engagor

14 Ratings
Score 6.5 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.

Engagor

Engagor is very well suited for big companies with a buzzing, and lively community that deal with a large volume of mentions on a daily basis. If the company is rather small and only has a limited volume of customers engaging with their brand, Engagor could be too expensive

Feature Rating Comparison

Listening/monitoring

12mass
Engagor
6.9
Boolean keyword searches
12mass
Engagor
7.6
Filtering out noise/spam
12mass
Engagor
7.2
Sentiment analysis
12mass
Engagor
5.1
Broad channel coverage
12mass
Engagor
7.7

Publishing

12mass
Engagor
6.5
Content planning and scheduling
12mass
Engagor
6.5
Audience targeting
12mass
Engagor
6.8
Content optimization
12mass
Engagor
6.3
Workflow management
12mass
Engagor
6.5

Engagement

12mass
Engagor
6.7
Automated routing and prioritization
12mass
Engagor
7.0
Customer interaction histories
12mass
Engagor
6.5
Bulk actions
12mass
Engagor
6.8

Marketing

12mass
Engagor
6.6
Lead generation
12mass
Engagor
6.0
Content marketing
12mass
Engagor
6.8
Paid media management
12mass
Engagor
7.3
Campaigns and promotions
12mass
Engagor
6.4

Channel coverage/integration

12mass
Engagor
7.5
Twitter
12mass
Engagor
8.2
Facebook
12mass
Engagor
7.9
LinkedIn
12mass
Engagor
7.7
Google+
12mass
Engagor
7.2
Instagram
12mass
Engagor
7.2
Pinterest
12mass
Engagor
7.0
YouTube
12mass
Engagor
7.5

Reporting/analytics

12mass
Engagor
7.1
Campaign success analytics
12mass
Engagor
6.6
Real-time tracking
12mass
Engagor
7.5
Competitor analysis
12mass
Engagor
7.3

Account management

12mass
Engagor
7.0
Role-based user permissions & privileges
12mass
Engagor
8.0
Mobile access
12mass
Engagor
6.1

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.
  • With Engagor, it is possible to organize a large volume of mentions in different mailboxes, which is perfect for our large company. With special Smart Folders to drill down into our data, we can make it possible to organize our mentions even more in-depth, divide the workload, and optimize our workflow. This increased efficiency makes it possible to work together closely as a team, across different departments. To sum this up: the Engagor platform provides our company with the perfect foundation to optimize our entire organizational structure.
  • Another very interesting feature Engagor offers is their helpful and state-of-the-art tagging system. At NMBS we filter through large bulks of mentions and private messages on a daily basis which would be very difficult to organize without Engagor.

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.
  • Post scheduling (hard to use)
  • Clearly defined word clouds
  • Sentiment learning for more complex foreign languages (i.e. Finnish, etc)

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.
Engagor7.6
Based on 9 answers
Extensive featureset, great customer service.

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
Engagor8.2
Based on 1 answer
No answer on this topic is available.

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
We used a product prior to 2012 called Looxii that is no longer available. We went with Engagor primarily out of necessity, but also because it delivered more for our business/client objectives within our budget than the other products we demo'd. Our selection base was around 10-15 other products, but we were impressed with Engagor's look, feel, and capability.

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.
  • Due to the strength of Engagor's aggregation, it has made community management an easier task for my team. It is very quick in pulling mentions, which helps our community managers respond to consumer issues immediately even if the consumer did not directly reference the brand's social account.
  • The data we're able to pull from Engagor has helped us win new business to some degree on the strength of our reporting. Clients have been impressed with the competitive analysis as well as the ability to track their consumer climate.
  • The capability for a whole team to work simultaneously on different brands in Engagor, even with some members of the team in remote offices, has helped employee efficiency and accountability. Anyone from our team can go into the platform and see who's published what or resolved a mention when, and can easily refer back to that history. It's made it simple for other community managers to assist with listening/tagging even when it's not "their" account.
  • Some of Engagor's glitches have led to incorrect authorship on brand platforms as well as tardy reports if the platform isn't cooperating. This has been an issue over the course of the year, affecting our overall trust in the platform to deliver factual information.

Pricing Details

12mass

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

Engagor

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