What users are saying about

12mass

6 Ratings

MutualMind

4 Ratings

12mass

6 Ratings
Score 1 out of 101

MutualMind

4 Ratings
Score 5.6 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.

MutualMind

No answer on this topic is available.

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.
  • MutualMind gives us a view into the reach of social content we produce on behalf of our advertisers and the engagement that content generates with shoppers.

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.
  • MutualMind gauges sentiment around social conversations but does so with the standard margin of error found in most social analytics products. The nature of human conversation makes it difficult for a machine to categorize sentiment with 100% accuracy. MutualMind gets sentiment right between 50% to 70% which is within acceptable industry averages for this type of product. With additional tuning (which MutualMind provides) the accuracy levels will increase.

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.
MutualMind8.2
Based on 1 answer
Reliability and flexibility (MutualMind's willingness to jointly produce new functionality)

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
MutualMind6.4
Based on 1 answer
As a company that's only 3 years old, MutualMind's toolset is quite usable but it could use some tweaks in the user interface, which they are constantly working on.

Reliability and Availability

No score
No answers yet
No answers on this topic
MutualMind7.3
Based on 1 answer
During a recent upgrade period, MutualMind had a small window of unavailability. I am confident they have addressed the root cause and do not foresee any future issues.

Performance

No score
No answers yet
No answers on this topic
MutualMind7.3
Based on 1 answer
The product's performance has improved greatly in the last year and we anticipate seeing additional improvements in coming months based no planned infrastructure changes.

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 :)
MutualMind7.3
Based on 1 answer
MutualMind has always been quick to address any issues or questions we have.

Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
MutualMind8.2
Based on 1 answer
Not really...MutualMind was very professional and helped with all stages of our setup and implementation.

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
As mentioned before, Radian6 and Sysomos Heartbeat.

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.
  • By showing increases in engagement and share of voice (defined as the amount of content generated for our advertisers versus the amount of content generated for their competitors over time) we are able to correlate content to incremental sales data provided by our advertisers.

Pricing Details

12mass

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

MutualMind

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