What users are saying about

12mass

6 Ratings

Falcon.io

21 Ratings

12mass

6 Ratings
Score 1 out of 101

Falcon.io

21 Ratings
Score 8.4 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.

Falcon.io

Really great for consolidating and reviewing schedule across channels and for community management. Not great for managing several communities managers in terms of accountability and performance tracking.

Feature Rating Comparison

Listening/monitoring

12mass
Falcon.io
8.4
Boolean keyword searches
12mass
Falcon.io
9.0
Filtering out noise/spam
12mass
Falcon.io
8.7
Sentiment analysis
12mass
Falcon.io
7.0
Broad channel coverage
12mass
Falcon.io
8.7

Publishing

12mass
Falcon.io
9.3
Content planning and scheduling
12mass
Falcon.io
8.6
Audience targeting
12mass
Falcon.io
9.0
Content optimization
12mass
Falcon.io
9.7
Workflow management
12mass
Falcon.io
9.7

Engagement

12mass
Falcon.io
7.9
Automated routing and prioritization
12mass
Falcon.io
9.0
Customer interaction histories
12mass
Falcon.io
7.8
Bulk actions
12mass
Falcon.io
7.0

Marketing

12mass
Falcon.io
8.9
Lead generation
12mass
Falcon.io
7.7
Content marketing
12mass
Falcon.io
10.0
Paid media management
12mass
Falcon.io
9.0
Campaigns and promotions
12mass
Falcon.io
9.0

Channel coverage/integration

12mass
Falcon.io
9.4
Twitter
12mass
Falcon.io
9.8
Facebook
12mass
Falcon.io
9.8
LinkedIn
12mass
Falcon.io
9.7
Google+
12mass
Falcon.io
9.8
Instagram
12mass
Falcon.io
8.2
YouTube
12mass
Falcon.io
9.0

Reporting/analytics

12mass
Falcon.io
5.5
Campaign success analytics
12mass
Falcon.io
5.0
Real-time tracking
12mass
Falcon.io
6.6
Competitor analysis
12mass
Falcon.io
4.9

Account management

12mass
Falcon.io
8.8
Role-based user permissions & privileges
12mass
Falcon.io
9.0
Mobile access
12mass
Falcon.io
8.6

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.
  • Bulk upload for FB and TW. We post 4-5 times per day, per channel in some cases.
  • Scheduling. Very convenient to see everything aggregated into a calendar view.
  • Community management. Engage is probably one of the strongest modules. It aggregates everything from all channels.

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.
  • Better support for Instagram community management. We'd like to be able to reply directly to comments.
  • Instagram bulk upload. This is a big channel for us, so we'd love to be able to bulk upload. It would save us a lot of time.
  • Platform speed. Occasional lag, especially in Engage.

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.
Falcon.io6.3
Based on 3 answers
I've only recently worked with this tool.

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

Hootsuite is great in managing multiple platforms but it's not exactly a conversation tool. I would say Hootsuite for management, 12mass for engagement.
Better than the competition, 'nuff said.

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.
  • Increased employee efficiency.
  • Better customer service due to use the engage option
  • Better knowledge of our digital footprint

Screenshots

Pricing Details

12mass

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

Falcon.io

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
Falcon.io offers two service packages to suit company size and social needs: Pro and Premium. These offer varying services and support levels.