What users are saying about

12mass

6 Ratings
Score 1 out of 101

Lithium Social Media Management

41 Ratings
Score 7.3 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.

Lithium Social Media Management

I highly recommend Lithium SMM for large social customer service teams or organizations that are looking to build/grow their teams. The use of automation to route inbound posts to appropriate work queues allows us to let the system to much of the routing work for us, allowing our Representatives to focus on providing timely responses to our Customers.

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.
  • The platform works well to manage large volumes of inbound conversations with the different auto tagging and routing features.
  • The platform is very user friendly, which reduces the time required to train a Representative.
  • The analytics dashboard allows us to deep dive into many different data points. From inbound volumes, to Team/Representative performance, and command center displays, we are able to track our performance in the moment.

Cons

  • Still a bit of lag, but that's compared to super slick interfaces that we usually use like Google LinkedIn and Facebook. I hope they go big soon and can throw more money into their servers so we have a better experience! With the service they provide, I'm usually willing to wait a few extra seconds to reach many extra people.
  • I would prefer the 'Delete' button to be bigger so its easier to quickly remove the unwanted stuff.
  • Maybe different colored backgrounds for their responses? Right now the layout is all in shades of blue and white. While its still easy to navigate, it might be better to have more colors so certain parts stand out more.
  • Lithium does a good job at continually making updates to the SMM platform and typically address "wish list" items from our Team.
  • There are some areas within the mobile app that could be improved such as being able to tag a conversation and adjust reporting date parameters.

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.
Lithium Social Media Management9.1
Based on 3 answers
• This is a great product. But as we dig more into the analytics capability, we may compare this to Radian6 to make sure that the product offers the same level of analysis. Although I was overall not entirely happy with the Radian6 product when I used it some time ago, one of the things that did impress, is that they have deep relationships with Twitter, to the point where their Twitter analysis capability was uniquely strong. In addition, as the overall social strategist for the company, I’m interested in a platform that would allow us to monitor processes beyond customer care, such as sales and marketing enablement. If Radian6 (post acquisition by Salesforce) can demonstrate that capability, that might make me reconsider my commitment to SocialDynamx.

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
Lithium Social Media Management8.6
Based on 2 answers
• The UI is extraordinarily well designed. Particularly in the analytics area, the charts and graphs are beautiful. Not only are they amazing visually, but they make trends and actionable data instantly apparent.

Reliability and Availability

No score
No answers yet
No answers on this topic
Lithium Social Media Management9.0
Based on 2 answers

Performance

No score
No answers yet
No answers on this topic
Lithium Social Media Management9.0
Based on 2 answers

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 :)
Lithium Social Media Management9.0
Based on 2 answers
The company executive we have been working with has provided excellent support and has been highly responsive.

In-Person Training

No score
No answers yet
No answers on this topic
Lithium Social Media Management9.0
Based on 2 answers
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.

Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
Lithium Social Media Management9.0
Based on 2 answers
I was very satisfied. It was very smooth as they know what they are asking for. The requirements gathering was smooth. It was a short cycle. Deployment just took a couple of weeks.

After doing a deployment and a release, my recommendations would have been to mine more of our tags, words that I’m looking for, i.e. to pull in a bigger vocabulary from our historical cases of searchable words and phrases. When we eventually did this, it made the system run so much better. We just sucked it out of old cases and run a report which dumps into spreadsheet

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
Prior to using LSMM, we were not using a moderating tool

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.
  • Lithium Social Web has had a massive impact on our Social Support strategy. There's nothing like it that we've seen out there that comes close to the capabilities that this platform has. It is an extremely robust and powerful tool which is always growing.
  • We've been able to reach more customers quicker on Social and listen to more content than before using Social Web. This greater reach has had a profound impact on our customer behaviour with many choosing to use Social as a first point of contact. Growth in certain channels such as Twitter as a result has been exponential.
  • Like many businesses we measure a lot of data, specifically focussing on NPS and how easy it was to achieve your goal. This approach is enhanced by the data that Lithium Social Web gives us as an organisation, allowing more effective quality monitoring, development and reviews to take place within the teams.

Pricing Details

12mass

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

12mass More Information

Lithium Social Media Management

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
Pricing is variable based on the needs of the customer.

Lithium Social Media Management More Information