What users are saying about

12mass

6 Ratings

CX Social

14 Ratings

12mass

6 Ratings
Score 1 out of 101

CX Social

14 Ratings
Score 6.6 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.
No photo available

CX Social

Engagor is a very powerful tool for customer care purposes to be able to engage in real-time with your customers. If there are a lot of messages coming in during important peaks throughout, we can easily answer them every 30 seconds.
Engagor isn’t that fit to use for publishing. We mostly use Engagor to reply to messages in real-time. However, for scheduling posts in Engagor, we publish and schedule on the native platform instead.
Kim Castro profile photo

Feature Rating Comparison

Listening/monitoring

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

Publishing

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

Engagement

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

Marketing

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

Channel coverage/integration

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

Reporting/analytics

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

Account management

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

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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  • Engagor is straightforward and flexible to use. You don’t have to put much effort to acquaint yourself with how the software works: it’s very intuitive. Users have the liberty to adjust their Engagor account tailored to the brand’s needs. It’s possible to organize everything yourself. In a way, you create your own, efficient engagement tool.
  • A second strength of Engagor is its advanced real-time monitoring. Tweets, private messages come in right away which makes it easy for social customer service agents to immediately jump in and take action. Real time intervention becomes quick and easy.
  • When you work with the Engagor platform, you don’t just work with the software, but you also get to know the people working behind the company. This is something we really value at Telenet. The real-time support from the Customer Success team and Support Team is impressive. If you have any problem, you can get feedback of the support team immediately. The customer success team will learn you everything you need to know.
Geoffrey Ramon 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.
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  • It would be nice to get a more detailed Response Time per user in Engagor. For Telenet, we would benefit from a First Time Right Metric. However, the user metrics are getting better and more detailed. Moreover, it would also be useful if we could measure conversations in Engagor. For example, if a user had five interactions which makes up for one conversation, was this entire conversation successful? Instead of just looking at individual mentions, we would like to get an overview of the entire conversation.
  • Engagor is the perfect platform to engage in real-time with our customers. An extra add-on would be a real-time view like Hootsuite or Tweetdeck provides.
Geoffrey Ramon 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.
No photo available
CX Social7.6
Based on 9 answers
The only scenario where we do not renew our contract would be the arrival of an unexpected - and amazing - offer from a competitor, with a competitive set of functions (especially one function: automatic sentiment analysis in Hungarian language). Our current requirements are satisfied, with additional room for improvement (at our side). We also expect great developments from the recent Clarabridge acquisition as well.
Péter Sörös profile photo

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 photo available
CX Social8.2
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 photo available
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 photo available
No score
No answers yet
No answers on this topic

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.
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Using the combination of different tools led to an unorganized structure. We’d tagged on Radian6 and answered on the mentions via the classical FB pages or TweetDeck. This led to great efficiency loss which was captured and organised very well with our new tool, Engagor.
Geoffrey Ramon 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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  • Simplified and effective social customer service - Engagor proved to be a base we could develop on.
  • Faster response times on every social platform we currently use.
Péter Sörös profile photo

Pricing Details

12mass

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

CX Social

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