What users are saying about

12mass

6 Ratings

Frrole Scout

1 Ratings

12mass

6 Ratings
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Score 1 out of 101

Frrole Scout

1 Ratings
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Score 6.4 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.
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Frrole Scout

It is most appropriate in cases where the keywords to be searched for, are clearly defined. However, for analyzing the sentiment behind the keyword's mentions, Frrole Scout may not be accurate.
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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.
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  • The affinity of users using a particular keyword, towards other related keywords.
  • Location based trends.
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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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  • Sentiment could be better analyzed.
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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.
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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
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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 :)
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Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
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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
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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.
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  • It helps sharpen the plans to ensure the right audience is being reached out to.
  • Not only does this sharpening increase efficiency, but also helps in pulling down the unnecessary costs.
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Pricing Details

12mass

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

Frrole Scout

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