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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• Strategic Services/Consulting: this team is a true partner to our internal social team.
• Easy publishing & analytics: Khoros Marketing is a great one-stop-shop for all social needs, and the investment in enhancing the paid social elements is exciting.
• Combined Social + Community focus: the way Khoros sees social and community management as one holistic thing is fresh and forward-thinking. It helps our organization/business think outside the box.

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• Should add a Facebook private messages option.
• If my brand wasn't mentioned so much I don't think I would need to use it.
• Sometimes the site is slow.

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• Khoros offers a number of platform services, but so many that it tends to be overwhelming at points.
• We would like to see a little more transparency with the company. Several months ago Khoros merged with a company called Lithium, and my coworkers and I were not aware of the change until we attending their conference in Texas.
• There seems to be a lot of turnover. In my 2.5 years working with Khoros our account has had a handful of different account managers, sometimes making it hard to keep up.

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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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• Great communication within the tool cuts down on the numbers of emails.
• Getting everyone to use the same tool reduces redundancies.
• The strong analytics function may negate the need for a separate analytics tool like Quintly or Simply Measured.
• Training was easy and not time intensive.

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