What users are saying about
6 Ratings

Hootsuite

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355 Ratings
6 Ratings
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Score 1 out of 101

Hootsuite

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355 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.8 out of 101

Add comparison

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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Hootsuite

I definitely would not recommend paying for Pro until you've test driven Standard's features for a few weeks and ensured it will both fit your needs, and perform reliably enough for your business. If you are a moderately sized business whose social media presence is a key component of your success, the net time and energy you save by using Hootsuite Pro may make it a worthwhile investment, even given its unreliability. I'm not entirely clear on all the variables at play when Hootsuite breaks, so it may be that your particular configuration is less troublesome than ours. Testing in Standard mode for a while is a great way to ascertain this yourself without incurring any expense.
Brock Ross profile photo

Feature Rating Comparison

Listening/monitoring

12mass
Hootsuite
7.4
Boolean keyword searches
12mass
Hootsuite
7.8
Filtering out noise/spam
12mass
Hootsuite
6.8
Sentiment analysis
12mass
Hootsuite
7.2
Broad channel coverage
12mass
Hootsuite
7.9

Publishing

12mass
Hootsuite
7.8
Content planning and scheduling
12mass
Hootsuite
8.9
Audience targeting
12mass
Hootsuite
7.2
Content optimization
12mass
Hootsuite
7.6
Workflow management
12mass
Hootsuite
7.6

Engagement

12mass
Hootsuite
7.5
Automated routing and prioritization
12mass
Hootsuite
7.6
Customer interaction histories
12mass
Hootsuite
7.3
Bulk actions
12mass
Hootsuite
7.6

Marketing

12mass
Hootsuite
7.6
Lead generation
12mass
Hootsuite
7.4
Content marketing
12mass
Hootsuite
7.7
Paid media management
12mass
Hootsuite
7.2
Campaigns and promotions
12mass
Hootsuite
8.0

Channel coverage/integration

12mass
Hootsuite
8.4
Twitter
12mass
Hootsuite
9.3
Facebook
12mass
Hootsuite
8.6
LinkedIn
12mass
Hootsuite
8.0
Google+
12mass
Hootsuite
8.7
Instagram
12mass
Hootsuite
7.9
Pinterest
12mass
Hootsuite
8.3
YouTube
12mass
Hootsuite
8.1

Reporting/analytics

12mass
Hootsuite
7.0
Campaign success analytics
12mass
Hootsuite
6.7
Real-time tracking
12mass
Hootsuite
7.7
Competitor analysis
12mass
Hootsuite
6.6

Account management

12mass
Hootsuite
8.4
Role-based user permissions & privileges
12mass
Hootsuite
8.5
Mobile access
12mass
Hootsuite
8.3

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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  • For small or startup businesses, time is scarce, and being able to schedule up to 30 messages at one time means you sit down once per month and you are done. Spending one to two hours focussed on content relieves the stress of remembering to log on multiple times per week when other things get in the way.
  • I also like the analytics, you can log into each social site and look at it, but again that is time that could be spent doing something else. I like seeing how each post is performing over different channels, especially because each channel will vary in the way content is consumed. Very helpful for planning future content and posts.
  • When I was starting up it was nice to have a trusted source of information helping me determine what and how to post to social media, Hootsuite provides some online free courses to help a small startup business get off the ground with what to post. Helping with information on specific social media platforms, optimizing your social media profiles and pages to get more out of social media. Some people tend to think it's just creating a profile and posting, it's way more than that and Hootsuite provides a lot of information for non experts to become proficient for their own business.
Matthew Veil 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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  • I would suggest an agreement with Instagram would be great as the scheduling process works but Hootsuite cannot post anything on that platform without passing through a mobile phone.
  • Sometimes I lose the access of pages randomly - it disconnects and takes a while to reconnect.
  • I think that all the members of a Hootsuite Enterprise team should have an Enterprise account activated, not only the super admin. This might cause problems as some features are not available for free users even if they're a part of the Enterprise team.
Francesca Confortini profile photo

Likelihood to Renew

12mass8.2
Based on 3 answers
In addition to what I've said, maybe its personal, but I don't waste time on a new product if I find something that works. If I hear of anything better (maybe on TrustRadius!) then we'll see. But for now, if it ain't broke don't fix it. My efforts could be much better used elsewhere.
No photo available
Hootsuite6.4
Based on 67 answers
It's free so there're few blockers to renewing the subscription which is just a permanent account other than to revoke the social platforms' permissions after the clients have bought into another non-HootSuite platform. As its obvious purpose is to move users to Pro ($14.99/mo), the limited functionality plus the security permissions it raises as well as disabling any other HootSuite account from registering the associated social media platforms means we'd delete the HootSuite account after its limited initial use.
Richard Chen 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
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Hootsuite10.0
Based on 22 answers
The layout of horizontal columns for each stream or search is a very cumbersome way to display information. There isn't an easy way to sort, filter, or otherwise re-organize the streams to limit the current view to relevancy. This is one of the primary reasons why we plan to move to another platform.
Matthew Hardesty profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Hootsuite5.3
Based on 17 answers
Gliches have made it a bit of a bind, particularly when you just want to 'click and send' a web article after you have read it - and then you have to deal with support (a great team but not always able to solve the problems with the gliches). Gliches with it loading properly, gliches with 'double ups in FB on the posts (the personal page and the business page if both clicked will lead to 2 lots of postings to each page!)
Michael Royal profile photo

Performance

No score
No answers yet
No answers on this topic
Hootsuite7.5
Based on 15 answers
Hootsuite makes passing on articles from the web very easy- when it works! I have had a number of gliches with Chrome where it does not open properly and the solution (after some toing and froing with support) was to uninstall and reinstall. The support staff are always very helpful (which is great!) but the gliches..... well, they suck when you are already busy!
Michael Royal profile photo

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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Hootsuite10.0
Based on 18 answers
"Help Desk", basically a collection of articles, is clearly outdated and not keeping up with its features set with inaccuracies and errors yet is still the only possible option for finding help. You get what you pay for, they say.
Richard Chen profile photo

Online Training

No score
No answers yet
No answers on this topic
Hootsuite8.0
Based on 7 answers
They were available whenever we needed them, or they provided tutorials, videos, Hootsuite University, etc.
Tony Pinto profile photo

Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
No photo available
Hootsuite10.0
Based on 21 answers
Based on your existing resources, practices and software platform, implementing HootSuite Enterprise will seem like a dream (or brief nightmare).
Pat Heffernan profile photo

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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It's not the best set of software, but it's affordable (and marketed well) for SMBs. Hootsuite Pro, along with any similar social media management tool, only becomes useful when you need to follow a publishing schedule for multiple social media channels. That said, it's pretty cheap and offers entry to a better method of management (vs. trying to do it through each platform's account individually)
Matthew Hardesty 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.
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  • Reduced staff time needed for training new clients on HootSuite and social media in general from using HootSuite University.
  • Negative ROI because after training and set up, clients migrate to Pro version to save money. (We are not resellers and do not mark up HootSuite charges, but smaller clients can save significantly by switching from paying their pro rata share of our Enterprise version to a Pro version.)
  • Increased employee efficiency from logging in and scanning/monitoring multiple client accounts from one dashboard.
Pat Heffernan profile photo

Pricing Details

12mass

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

Hootsuite

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