12mass vs Khoros Marketing (Formerly Spredfast + Lithium)

• 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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• Customer success - their team is truly collaborative and interested in partnering with our business to drive success.
• User-friendliness - the UI and UX is intuitive and simple, and it is straightforward to administer at the global level.
• Rapid improvements - Spredfast is often able to nimbly keep up with changes and updates across the major social media platforms.

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• 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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• Social media analytics - performance data is due for a major overhaul.
• Company-wide 'governance' data - most/least active initiatives/accounts/users.

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• 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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• We've improved our customer service immensely using Spredfast. Getting questions and complaints to the right people is much easier because of the "Highlight" function.
• Spredfast metrics have allowed us to pinpoint engaging content and copy, which we've used for re-engagemet and as an instructional for what works best with our audience.
• The high-level calender gave us an aerial view of our daily output, which led us to the conclusion that we were over posting through our channels.
• Spredfast metrics have allowed us to determine our monthly follower counts, which we've used as a benchmark for gauging improvement in social spaces.

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