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6 Ratings
Top Rated
250 Ratings
6 Ratings
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Score 1 out of 101
Top Rated
250 Ratings
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Score 7.8 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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Hootsuite Enterprise

Hootsuite has a long-standing history within the social media dashboard landscape and is easy to use. It is well suited for those smaller social media management teams and/or to use among teams that are only a handful key people who oversee social media trafficking, i.e., posting, scheduling, responding to customer service queries on social media, etc
Dan Lobring profile photo

Feature Rating Comparison

Listening/monitoring

12mass
Hootsuite Enterprise
7.2
Boolean keyword searches
12mass
Hootsuite Enterprise
6.9
Filtering out noise/spam
12mass
Hootsuite Enterprise
6.1
Sentiment analysis
12mass
Hootsuite Enterprise
7.3
Broad channel coverage
12mass
Hootsuite Enterprise
8.3

Publishing

12mass
Hootsuite Enterprise
8.2
Content planning and scheduling
12mass
Hootsuite Enterprise
8.8
Audience targeting
12mass
Hootsuite Enterprise
6.7
Content optimization
12mass
Hootsuite Enterprise
8.3
Workflow management
12mass
Hootsuite Enterprise
9.2

Engagement

12mass
Hootsuite Enterprise
7.6
Automated routing and prioritization
12mass
Hootsuite Enterprise
7.8
Customer interaction histories
12mass
Hootsuite Enterprise
7.8
Bulk actions
12mass
Hootsuite Enterprise
7.2

Marketing

12mass
Hootsuite Enterprise
8.2
Lead generation
12mass
Hootsuite Enterprise
7.8
Content marketing
12mass
Hootsuite Enterprise
8.0
Paid media management
12mass
Hootsuite Enterprise
8.2
Campaigns and promotions
12mass
Hootsuite Enterprise
8.8

Channel coverage/integration

12mass
Hootsuite Enterprise
7.7
Twitter
12mass
Hootsuite Enterprise
8.5
Facebook
12mass
Hootsuite Enterprise
8.0
LinkedIn
12mass
Hootsuite Enterprise
6.4
Google+
12mass
Hootsuite Enterprise
8.0
Instagram
12mass
Hootsuite Enterprise
7.6
Pinterest
12mass
Hootsuite Enterprise
8.5
YouTube
12mass
Hootsuite Enterprise
6.5

Reporting/analytics

12mass
Hootsuite Enterprise
7.7
Campaign success analytics
12mass
Hootsuite Enterprise
7.8
Real-time tracking
12mass
Hootsuite Enterprise
7.9
Competitor analysis
12mass
Hootsuite Enterprise
7.3

Account management

12mass
Hootsuite Enterprise
7.8
Role-based user permissions & privileges
12mass
Hootsuite Enterprise
8.4
Mobile access
12mass
Hootsuite Enterprise
7.3

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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  • Social dashboard - integrates with most social services and has a robust selection of apps
  • Work flow - provides great work flow for social customer service
  • Listening - gives us the tools we need to monitor the conversation
Terry Coniglio 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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  • The Hootsuite mobile app would be much easier to use if the interface included a stream for favorites, new followers, and retweets.
  • In order to allow for better cross-department planning, a draft feature that is open as public (public to team members) would be a great addition.
Kristin Coppens 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.
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Hootsuite Enterprise7.9
Based on 36 answers
We are happy with the combination of HootSuite Enterprise for scheduling / engagement and Radian6 / Simply Measured for advanced analytics. We are highly likely to maintain this combination of products for the foreseeable future.
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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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Hootsuite Enterprise8.2
Based on 11 answers
Very easy and straightforward to use both from a user and Admin perspective
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Reliability and Availability

No score
No answers yet
No answers on this topic
Hootsuite Enterprise9.0
Based on 10 answers
We’ve only had one hiccup I’m aware of and this was resolved quickly.
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Performance

No score
No answers yet
No answers on this topic
Hootsuite Enterprise7.3
Based on 7 answers
We sometimes notice a bit of latency with Facebook posts.
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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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Hootsuite Enterprise8.2
Based on 9 answers
• Really great. They are very quick to answer any questions. Our account rep is very responsive. He connects us with right people and issues are generally resolved within 24 hours.
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Online Training

No score
No answers yet
No answers on this topic
Hootsuite Enterprise8.0
Based on 5 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
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Hootsuite Enterprise8.2
Based on 9 answers
SaaS solution—implementation step is only setting up the accounts and permissioning
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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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I have used various social media monitoring softwares but none offer the wide range of customer support, organizational team management and tracking the Hootsuite and their team provide.
Maxmillien Rosenberg 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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  • Increased team efficiency
  • Better customer service
Kyle Harms 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 Enterprise

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