What users are saying about
6 Ratings
14 Ratings
6 Ratings
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Score 1 out of 101
14 Ratings
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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.
No photo available
  • Gather all social media interactions in one single interface.
  • Automatically dispatch social media interactions and delegate responsibilities.
  • Being able to post to all social media from one single interface
  • Live support extra reactive. Cool staff.
Mathieu Pereira 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.
No photo available
  • Mobile app isn't complete. Not possible at the moment to easily post pictures to all social media.
  • Sentiment analysis does not work well in French or German.
Mathieu Pereira 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
Satisfied at the moment by that solution compared to our current needs.
Mathieu Pereira 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

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
No photo available
Smooth interface, pricing
Mathieu Pereira 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.
No photo available
  • Better customer service.
  • Better detection of potential crisis on social media which leads to avoiding the crisis or better managing it.
Guy Sablon 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